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IT Ticketing Systems Software with Customizable Reports (2026)

Last updated: February 2026

Key features of IT Ticketing Systems Software

Based on GetApp's analysis of verified user reviews collected between July 2021 and August 2024.

Support Ticket Tracking: Users highlight the ability to automatically assign and track tickets, view detailed ticket history, and customize ticket statuses. 93% of reviewers rated this feature as important or highly important.
Support Ticket Management: Reviewers emphasize customizable ticket forms, automated ticket routing, and efficient handling and prioritization of customer inquiries. 93% of reviewers rated this feature as important or highly important.
Help Desk Management: Users appreciate the holistic approach, customizable FAQs, and ease of managing tickets, knowledge bases, and self-service options. 92% of reviewers rated this feature as important or highly important.
Incident Management: Reviewers note the importance of tracking and resolving incidents promptly, customizable fields, and integration with various tools for seamless incident handling. 89% of reviewers rated this feature as important or highly important.
Access Controls/Permissions: Users value the ability to define specific roles and permissions, secure sensitive data, and manage user access efficiently. 89% of reviewers rated this feature as important or highly important.
Alerts/Notifications: Reviewers find real-time alerts and notifications essential for timely responses, with customizable options for email and app notifications. 86% of reviewers rated this feature as important or highly important.