What Is Self-Service Ticketing? Complete Overview
Self-service ticketing allows users to log, track, and sometimes resolve their own support requests through a customer-facing portal without agent intervention. It combines ticket creation with knowledge base access to reduce support workload and empower end users.
How Self-Service Ticketing Works
Users access a branded portal where they can submit tickets, browse solutions, and check ticket status. Automated suggestions appear based on keywords, guiding users toward existing answers before a ticket is created.
Key Benefits
- Lower ticket volume: Users resolve issues independently using knowledge articles.
- Faster resolution: No waiting for agent assignment.
- 24/7 availability: Support is accessible outside business hours.
- Consistent experience: Standard forms ensure complete information capture.
Common Features
- Customizable ticket forms
- Knowledge base integration
- Status tracking widgets
- Automated solution suggestions
- Email notifications
Industry Insight
According to Zendesk, self-service portals can deflect up to 40% of routine requests when combined with a strong knowledge base.
Learn More About Support Models
General self-service concepts are outlined on Wikipedia.
How TicketingNext Enables Self-Service
TicketingNext provides a customizable self-service portal, knowledge base integration, and AI-powered article suggestions. Explore our TicketingNext features or view support use cases.
Need a self-service portal? Contact our team.