The Tool Desk
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What a help desk ticket contains
A ticket is the record moving through a support workflow; the help desk is the team or function that receives and handles the reported work. A ticket might begin when someone submits a problem through a support portal or sends an email. The team then records and categorizes it, assigns responsibility, and updates the record as work progresses.
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Ticket forms, categories, routing rules, and status labels depend on the organization and its support software. There is no single set of fields or statuses that every help desk must use.
Incident or service request?
Tickets can represent different kinds of work, and the distinction matters because a disruption and a request for something to be provided may follow different workflows.
| Type | Meaning | Examples |
|---|---|---|
| Incident | An unplanned interruption or disruption to a service. | A service that stops working as expected. |
| Service request | A formal request for something to be provided. | A password reset, access, or an onboarding task. |
A support system may use separate request types or processes for incidents and service requests. For incidents, Atlassian describes prioritization using impact and urgency; a request may instead need qualification or approval before it is fulfilled. These are examples, not rules every organization follows. Atlassian’s service request management guide and incident management guide explain these work types.
What happens after you submit a ticket?
The details vary by support team, but a typical process looks like this:
- Report: You describe the problem or ask for help through a channel such as a portal or email.
- Record and categorize: The team captures the report and identifies what kind of work it is.
- Prioritize and route: The team decides what needs attention first and sends the ticket to the responsible person or group. For incidents, impact and urgency can inform priority.
- Investigate or fulfill: An agent works to resolve the incident or fulfill the request. Some requests may need clarification or approval first.
- Close: The record is closed after the work is resolved; for some requests, the team may also check whether the user is satisfied.
This is an illustrative workflow based on Atlassian’s service request management documentation and incident management documentation, not a mandatory process for every help desk.
Help desk vs. service desk
The terms overlap, and organizations do not all use them the same way. Atlassian’s distinction is useful: a help desk is focused on receiving and resolving user-reported problems, while a service desk is a broader user-facing point of contact for incidents, service requests, and communication. IT service management (ITSM) refers to the wider management and delivery of IT services.
In the ITIL 4 glossary wording reproduced by Atlassian, a service desk is “The single point of contact between the service provider and the users.” The full explanation describes a service desk as managing incidents and service requests and handling communication with users. See Atlassian’s help desk and service desk comparison for its explanation of how the terms differ.
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