Ticket systems explained: what, when and why

Oct. 24, 2025

Ticket systems explained: what, when and why

In many organizations, communication with customers or internal teams takes place via e-mail, telephone or loose notes. This seems manageable, until several questions come in at once, someone is absent or an important message is overlooked. The result is delay, frustration and a lack of clarity about who should pick up what. For many companies, this means daily searches for answers, duplication of effort and an increased chance of errors.

What is a ticketing system?

A ticketing system is a system that converts emails, notes, problems and requests into tickets. Each ticket is given a unique number, a responsible party and a status so that it is clear who is working on it and what its priority is. For example, you can indicate whether a ticket is open, on hold or closed. Often tickets also have priorities, such as critical (must be solved quickly) or normal (no high urgency).

All authorized colleagues can view a ticket, allowing everyone to keep an overview. Some ticket systems also have a communication feed, allowing direct communication with colleagues, requesters or customers in one place. The purpose of a ticketing system is to centralize all communications and requests in an orderly fashion, so that it is clear to everyone which tickets are open, who is working on them and what the priority is.

When is a ticketing system good?

For a ticketing system to be truly effective, it must be easy to use and provide overview. Important features are a clear interface, the ability to assign tickets to colleagues and that multiple colleagues have insight into the tickets, which significantly improves collaboration. Finally, a communication feed is a great added value: often customers or colleagues can create tickets themselves and communicate directly with handlers through this feed.

Benefits of a ticketing system

Below we have listed the main benefits:

• Overview and structure: all requests and communications in one central place.
• Time savings: instantly see which tickets are open, who is working on them and what the priority is.
• Improved collaboration: multiple colleagues have visibility into the same tickets and can communicate easily.
• Consistent and faster customer service: requests are handled more quickly and uniformly.
• Priority management: important or critical tickets receive immediate attention so that urgency is not lost.
• Transparency for managers: insight into number of tickets, progress and bottlenecks

For whom is a ticketing system of interest?

You often see ticketing systems found in large organizations or busy customer service departments, but small and medium-sized businesses can also benefit greatly from them, especially when multiple employees work together on internal or external requests. Teams that communicate regularly with clients, partners or other departments benefit most here. You’ll also see ticketing systems commonly found at IT companies. Below are some types of companies where ticketing systems are most often used:

• Customer service and support departments
• IT and software companies
• Project and consulting companies
• Healthcare facilities or other organizations with many internal requests

If your company doesn’t fall into this category, that doesn’t mean a ticketing system can’t be useful. Even smaller teams or companies with less complex processes can benefit from overview, efficient communication and better collaboration that a ticketing system provides.

The importance of a communication feed

One of the most valuable features of a modern ticketing system is the communication feed. This feed centralizes all conversations around a ticket, allowing employees, customers and other stakeholders to communicate directly within the ticket. It prevents information from being scattered across emails, instant messages or notes and makes it clear to everyone what has already been discussed and what actions are still open. Thanks to the communication feed, collaboration becomes more efficient, questions can be answered faster and the overview is maintained, even with complex or lengthy requests.

Maki as a ticketing system

With Maki, a communication feed is fully integrated into the ticketing system, ensuring clear and efficient communication with customers. Maki is an all-in-one ERP system with several modules, such as the Projects module, Tasks module and, of course, the Ticket system with the communication feed. The beauty of Maki is that you don’t have to purchase all modules; you can easily build your environment with only the modules you actually use. For example, if you only need a ticket system, then you choose only that module.

Want to experience for yourself how an integrated ticketing system with communication feed can bring overview and efficiency to your organization? Find out how Maki helps you centrally manage requests and communications, improve collaboration and streamline work processes. Try Maki’s ticketing system free for 30 days today