Ticket administration: track tickets, keep status and overview in view

With online ticket administration, you track every customer request from receipt to completion. The status, duration and processor of every ticket at a glance.

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What is ticket administration?

Ticket administration brings all customer requests together as traceable tickets and keeps their status, their duration and their processor visible at all times. The focus is on tracking and overview: you follow every ticket from the first request through to completion, instead of losing sight of individual cases in email inboxes.

This makes ticket administration the monitoring and control layer above your support: the ticket system records requests digitally, ticket management organises how they are processed, and ticket administration ensures that the status, progress and key figures of all tickets stay transparent.

Good ticket administration shows you everything at a glance

Good ticket administration software makes the state of your support visible at all times, without you having to ask. This is how you recognise it:

Ticket status of every case at a glance: open, in progress, with the customer for review or completed
Ticket overview across all channels, with duration, markers and customer information
Ticket tracking from the first request through to completion, documented without gaps
Filters and individual views, so that every employee keeps their own ticket overview
Ticket analysis with key figures such as processing time and ticket volume per customer
Hosting and development in Germany, GDPR-compliant

Manage tickets online: quick, easy and intuitive

By using ticket administration for your internal and external communication, you take your support to a new level. Your customer service becomes not only faster, but also more convenient and more precise. With online ticket administration, everyone in your team knows what to do and when, and no request is forgotten.

Manage tickets online

In the ticket preview, you have all the important information about a ticket at a glance: status, contact, processor and when it was received. This gives you an ideal overview and lets you work efficiently.

View ticket processes

The unique ticket ID automatically collects all processes relating to a ticket. This lets you seamlessly track both the communication with the customer and internal coordination.

Working with tickets

Ticket channels ensure that incoming requests end up in the right place. With the right ticket workflow, you also clearly define the process. This way, your team always knows what needs to be done.

Online ticket administration makes work easier for your support

When every member of the support team knows exactly which tasks have which priority, you can assist your customers quickly and competently. By using projectfacts ticket administration, you can ensure exactly that, and relieve your employees at the same time.

All requests in the ticket overview

The ticket overview shows you the tickets across the different channels. You also see the duration of the ticket, its status, markers and customer information. Thanks to filters and individual configurations, you can build the overview in the software in the way that helps most in your daily work. This is a real relief for your support team, because it lets them concentrate on what matters most: your customers.

Where is action currently needed?
Which requests have been with us for a long time?
How many tickets are currently being processed?
What is the status of the tickets I have created?

Simple ticket administration with projectfacts

Are you looking for a simple software solution to manage incoming requests? Then try our ticket administration. It combines all the functions you need for your support.

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Ticket tracking: all information about a ticket at a glance

Only those who know the entire history of a request can provide helpful support. Within a ticket, you therefore always see a complete process overview. Every change within the ticket is documented in this way, so that you can track the progress at any time and retrace everything.

Work effectively with tickets

You can move the ticket to different channels, assign it to teams or individual employees and communicate within the ticket, both internally and externally with the customer. Via the customer portal, you can integrate your customers directly into the ticket system. This saves you frequent enquiries about the status of tickets. Instead, your customers can see the current progress live at any time.

Intelligent networking

The special thing about the projectfacts ticket system: thanks to intelligent links, you not only see the ticket with all its processes. At the touch of a button, you can also view all information about the project and the customer, as well as service information such as service level agreements (SLAs).

Edit and check tickets

Ticket administration with projectfacts is intuitive, clear and adapts to your needs. Decide for yourself which channels you want to use and which statuses you want to assign. This way, projectfacts adapts to your processes, not the other way around.

Templates & text modules

Many convenient features simplify working with tickets. Thanks to a modern text editor, ready-made text modules, automatic responses and drag & drop, processing tickets in the software is child's play.

Processors & responsible persons

Tickets are dynamic tasks. This means responsibilities can change quickly or new problems can arise. Your ticket administration software shows you live who is currently working on what.

Ticket status

The ticket status shows you at a glance where your team stands. In the overview, you can see the status of your ticket at any time and know whether the ticket is currently with the customer for review or whether one of your team members needs to take action.

Manage online tickets at team and employee level

You can assign the tasks resulting from a ticket to individual employees or entire teams. Thanks to a sophisticated rights system, you can individually manage which information your employees are allowed to view and which they are not.

Ticket channels

You can bundle tickets in channels that are managed by different employees. For example, you can give teams access to certain channels only, while team leaders can see all tickets. The assignment to channels also determines who is explicitly informed about a new ticket and who can only view it within the channels.

Ticket processor

Distribute tasks across different ticket processors, for example according to qualification. This ensures competent support, to the satisfaction of your customers. You can assign the tickets yourself, or the ticket system in projectfacts does it for you. If desired, the customer can decide from the outset who should receive which ticket.

Each user has an individual overview in the ticket administration software and can view their personal requests in order to structure their tasks. This lets you organise your day-to-day work and that of your employees.

Tickets can be assigned to people or teams quickly and easily
Ticket channels with individual reading and editing rights
Comprehensive rights system to cover your requirements
Optional automatic ticket distribution, or according to customer preference

The solution for your online ticket administration

Manage your customer requests in an online system instead of in overflowing mailboxes. This way you keep an overview and can organise your team's work effectively.

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Analyse tickets, optimise support

Do you want to optimise the quality of your support? Then evaluate your tickets in the projectfacts ticket analysis.

Using selected key figures, the ticket analysis reveals a variety of details about your ticket administration: how long did it take to process a ticket? Which customer opens the most tickets on which topic?

The ticket analysis answers these and many other questions. This gives you important pointers as to which areas of your support could be even better.

Ticket analysis gives you well-founded insight into support performance
Important key figures about your support at a glance

Ticket administration at a glance

Quick and easy

Manage your tickets online: all processes at a glance

Administration types

Comprehensive ticket administration options: status, channels and much more

Information overview

All relevant customer information viewable via the ticket

Ticket processor

Tickets can be assigned to people or teams quickly and easily

Ticket overview

Individual ticket overview per employee, with status and duration

Ticket analysis

Sophisticated ticket analysis offers you individual evaluations

Still have questions? We have the right answer!

Give us a call, send us an email or take a look at our FAQ section! We will be happy to answer your questions!

Frequently asked questions

What is online ticket administration?

Online ticket administration brings your internal and external communication together and takes your support to a new level. Everyone in the team knows what to do and when, and no request is forgotten. The focus is on tracking: the status, duration and progress of every ticket stay visible at all times.

What is ticket tracking?

Ticket tracking means following every customer request seamlessly from the first report through to completion. In projectfacts, the unique ticket ID documents every process, so that you can retrace the current status, the processor and the duration of a ticket at any time.

How do I keep track of the status of many tickets?

In the ticket overview, you see all tickets across the different channels, including status, duration, markers and customer information. Thanks to filters and individual ticket overviews, you can tell at a glance where action is needed, which requests have been open for a long time and how many tickets are currently being processed.

How does the ticket status help with processing?

The ticket status shows you at a glance where your team stands, for example whether the ticket is with the customer for review or whether a team member needs to take action. You decide which statuses to assign, so the software adapts to your processes.

How are processes relating to a ticket documented?

The unique ticket ID automatically collects all processes relating to a ticket. Within the ticket, you always see a complete process overview, so you can seamlessly retrace customer communication and internal coordination.

Can I assign tickets to individual employees or teams?

Yes. Tasks from a ticket can be assigned to individual employees or entire teams, for example according to qualification. Via ticket channels with individual reading and editing rights and a comprehensive rights system, you control who sees which information.

Can customers be integrated into the ticket administration?

Yes. Via the customer portal, you integrate your customers directly into the ticket system. This way they can see the current progress live at any time, and you save yourself frequent enquiries about the status of tickets.

Can I evaluate my tickets?

Yes. With the ticket analysis, you evaluate tickets using selected key figures, such as how long processing took or which customer opens the most tickets. This lets you identify the areas in which your support can be improved.

What is the difference between ticket administration and ticket management?

Ticket administration puts tracking at the centre: the status, duration and overview of all tickets. Ticket management, by contrast, organises the active processing of customer requests by email and phone. In projectfacts, the two interlock, because administration and processing take place in the same system.

What is the difference between ticket administration and a ticket system?

A ticket system is the technical basis that records incoming requests digitally as tickets. Ticket administration is the layer above it: it ensures that the status, progress and key figures of all tickets stay transparent and are tracked traceably.