What is a business ticketing tool?

A business ticketing tool is a solution that enables your employees to easily report, track, and resolve functional issues they encounter in their business tools, such as an HRIS, an ERP, or even a procurement management platform.

When a user is blocked from approving an expense report, retrieving their payslip, or completing a purchase request, they do not always know who to contact or how to phrase their request. The result: they send a random email, call a colleague, or worse… they give up and enter incorrect data. The support team, meanwhile, finds itself overwhelmed with unclear, incomplete, or misdirected requests.

A business ticketing tool centralises these requests into a single channel, assigns them to the right team, and tracks them, with the aim of ensuring smooth and rapid processing.

It acts as a single point of entry that structures interactions on business-related issues between your users and your HR, Finance, and Procurement support teams… ultimately reducing frustration, improving efficiency, and providing better traceability.

• Respond to new user practices
• Measure the impacts of poor request management
• Structure a manageable and industrialised business support

RESPOND TO NEW USER PRACTICES:

Digital technology has transformed ways of working, but also expectations. Today, when a user is blocked in their business tool, whether it is to approve an order, record their time, or retrieve a payslip, they expect a quick, contextualised, and seamless response.

But in reality, without a single point of contact, the user sends an email, contacts a colleague, or abandons their request altogether. The result: a growing volume of scattered, untracked, and often informal requests that disrupt support teams.

A business ticketing tool provides an answer to this on-the-ground reality. It centralises all functional requests in a single service desk, with forms adapted to the business context, enabling rapid and efficient handling.

MEASURE THE IMPACTS OF POOR REQUEST MANAGEMENT:

Poor management of business ticketing is not just a support issue. It is an operational risk that results in:

• Blocked or slowed processes (e.g.: unapproved expense report, delayed onboarding)

• Overload of support teams due to avoidable requests

• Business errors with critical consequences (e.g.: incorrect cost code, incorrect time entry)

These inefficiencies come at a cost: in time, energy, and sometimes workplace climate. They contribute to a decrease in user satisfaction, and even to a loss of trust in the tools and support teams.

STRUCTURE A MANAGEABLE AND INDUSTRIALISED BUSINESS SUPPORT:

One of the major challenges of a business ticketing tool is to professionalise functional support in the same way that IT support was professionalised ten years ago. This involves:

• A single reporting channel

• An embedded knowledge base

• Intelligent routing of requests

• And above all, clear management indicators (volume, resolution time, satisfaction, recurring issues)

By providing this structure, the organisation gains in productivity, service quality, and capacity for continuous improvement.

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Orange’s experts speak on the implementation of an innovative solution can also be found at the end.

• • Reduction in ticket volume
  • Decrease in resolution time
    
  • Better qualification of requests
  • Improved channelling and routing of requests
  • Improved user satisfaction
  • Industrialisation of functional support
  • Reduction in support costs

REDUCTION IN TICKET VOLUME:

An excessive number of requests submitted each day places a heavy burden on support teams. However, the problem does not necessarily stem from too many requests; it is mainly due to poorly structured channels and a lack of self-service answers. The result: unnecessary, redundant, misdirected tickets, often avoidable.

A business ticketing tool helps reduce this volume by adding an intelligent FAQ, better-structured request forms, or even a digital assistant. These are all solutions that enable users to find the answer themselves before even submitting a ticket.

DECREASE IN RESOLUTION TIME:

When a request is poorly worded, sent to the wrong person, or requires multiple back-and-forth exchanges to be understood, processing time skyrockets. This lengthening of timelines has a direct impact on the productivity of business teams and on the image of the support function.

By standardising the ticket submission process, integrating mandatory fields, and directing the request to the right teams from the outset, the business ticketing tool reduces handling and processing times. It is an immediate lever to restore efficiency and streamline processes.

BETTER QUALIFICATION OF REQUESTS:

One of the main obstacles to effective support is the poor quality of the tickets received. Vague requests, uncategorised, with no screenshot or context… These tickets require follow-ups, reformulations, and slow down the entire process.

With a well-designed ticketing form, users are guided through entering their request, encouraged to provide the right information, and supported with contextual help. This allows support teams to better understand the need at first glance and resolve issues more quickly.

IMPROVED CHANNELLING AND ROUTING OF REQUESTS:

One of the most common problems in large organisations is the unstructured reporting of business incidents. The user does not know who to contact, sends a random email, or asks a colleague… and their request is lost.

A business ticketing tool channels all flows into a single service desk, automatically categorises issues according to their nature, and routes requests to the right contacts based on predefined rules. This avoids unnecessary transfers, loss of information, and ensures fast and efficient handling.

IMPROVED USER SATISFACTION:

A user frustrated by a recurring blockage or an unanswered request quickly develops a negative perception of the tool… and of those who manage it. Conversely, a seamless experience, where they know where to go, how to report a problem, and where they receive a quick response, enhances the value of support and strengthens trust in business tools.

Business ticketing, by structuring interactions and making processing steps visible, helps to re‑enchant the employee experience. The user feels reassured, supported, and properly taken care of.

INDUSTRIALISATION OF FUNCTIONAL SUPPORT:

Too often, business support relies on informal, ad‑hoc practices based on untracked exchanges. It becomes difficult to manage activity, distribute workloads, or identify recurring issues.

The business ticketing tool introduces a professionalisation approach: traceability, categorisation, dashboards, assignment rules… elements already proven within IT departments, now applied to HR, Finance, or Procurement functions. This industrialisation enables a sustainable improvement in quality and alignment with the standards of other support functions.

REDUCTION IN SUPPORT COSTS:

A poorly managed request is costly: in lost time, in errors to correct, and in accumulated dissatisfaction. Conversely, when tickets are well structured, well routed, and sometimes even avoided thanks to self‑service answers, the costs associated with support decrease.

Business ticketing enables better resource allocation and optimisation of the processing chain. It reduces the number of interactions required, the time spent per ticket, and therefore the unit cost of each intervention.

Finance teams

In finance departments, user requests are just as numerous and critical. Employees frequently encounter issues related to expense reports, budget approvals, purchase accounting, or the rejection of an analytical code in the ERP. These tickets are often poorly worded, incomplete, or sent to the wrong person, which leads to time‑consuming back‑and‑forth exchanges between users and finance teams.

A business ticketing tool guides users right from the creation of their request, offers specific fields depending on the type of query (budgetary, analytical, approval), and allows them to easily attach a screenshot or supporting document.

The result: finance teams receive clearer, better‑structured tickets and can process them more quickly, while also having a record of recurring incidents to adjust processes or improve internal documentation.

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• Structured management of business support
  
• Optimisation of resources
• Smooth and rewarding user experience

STRUCTURED MANAGEMENT OF BUSINESS SUPPORT:

The centralisation of requests provides complete visibility over all interactions between users and support services. Each request is tracked, structured, and categorised to feed precise indicators: processing time, ticket types, service levels.

This organisation enables smooth and consistent management of requests while facilitating decision‑making. Thanks to this approach, support functions have the right levers to adjust their resources, evolve their processes, and demonstrate the value of their activity.
This structured model promotes a progressive industrialisation of business support, focused on service quality and measurable results.

OPTIMISATION OF RESOURCES:

The use of dynamic forms and help content directly integrated into the user journey makes it possible to streamline the submission of requests and engage only the resources necessary for their processing.

Teams can therefore focus on higher‑value actions, while requests are accurately qualified and routed to the right contacts.

This results in a more agile organisation, optimised timelines, and better use of available time and skills. The efficiency of support improves, and business support costs are naturally optimised over time, notably thanks to better control of incident reporting, which encourages the intelligent distribution of requests.

SMOOTH AND REWARDING USER EXPERIENCE:

A business ticketing tool establishes a clear and seamless relationship between users and support functions. From the moment they submit their request, employees are guided by intuitive interfaces, benefit from transparency on the processing steps, and can access useful resources at any time.

This enhanced autonomy contributes to better adoption of business tools, smoother communication with support teams, and a trust‑based relationship built over time.

This level of service quality fosters user engagement while relying on optimised workflows and rapid responses, leading to a significant reduction in processing times.

That is why we developed Smart Ticketing, an integrated solution that:

• Simplifies the process of contacting support through its intelligent forms

• Enhances user experience and satisfaction via a real‑time chat system with a real member of your support team

• Speeds up problem resolution thanks to its conversation history

• Reduces operational blockages through its knowledge base of known issues, promoting self‑troubleshooting

• Industrialises your ticket management within a single integrated, no‑code back office

• Measures your performance in ultra‑detailed integrated dashboards

Choosing Smart Ticketing means equipping your support functions with a tool tailored to real‑world business needs, while improving the overall performance of your processes and organisation.

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