How Does A Field Service Ticket Management System Work?

Managing tickets for your field teams is different from managing for internal teams. Let's take a look at how a solution like "JIRA for field teams" would work

4 min
June 12, 2023
Field Service Ticket Management

What's On This Page?

  • What is ticket management?
  • How does a field service ticket management system work?
  • What are the benefits of ticket management?
  • Frequently Asked Questions about ticket management for field teams
  • A little bit about Fieldproxy

What Is Ticket Management?

If customer issues were tracked manually, it would be both time-consuming and difficult to keep track of everything. 

Ticket management is an essential part of service management because it provides a way to manage customer data and inquiries. Companies use ticket management for their field teams to answer customer requests.

The ticket contains information about the status of the request, which helps customer service staff be more organized and efficient when helping customers. Managing tickets makes things easier and quicker.

How Does A Field Ticket Management System Work?

A ticketing system helps customer service reps manage service requests by automatically creating a ticket from platforms like Live Chat, Email, Call, Social media, or another platform.

When an agent receives a ticket, they can see all the customer data associated with it, which helps them resolve the issue quickly and efficiently.

Benefits Of Using Ticket Management For Field Teams

Time Tracking 

Manual customer issue tracking can be a daunting task, leading to wasted time and resources. By using ticket management software, you can easily and efficiently keep track of customer requests and inquiries. This can help your customer service team be more organized, enabling them to handle customer issues more effectively. In other words, managing tickets can make your life a whole lot easier.


As a service team member, your primary responsibility is to solve customer problems, whether it's software complications, computer breakdowns, or other issues. Ticket management software helps you to do this effectively by enabling you to identify recurring issues, allowing you to take further action, such as upgrading computers or improving your network.


Effective communication is essential for any business, especially as it grows. Ticket management software simplifies this by enabling you to keep track of and manage employee communications more easily. If you're seeing a lot of "user error" problems, it may be a sign that you need to improve communication with your employees. Providing them with better training on hardware, software, and spam-related emails can help reduce such errors.


Ticket management software helps you better understand how to prioritize by ticket importance. For instance, your help desk will need to know that it's more important to focus on a downed network than resetting the secretary's password, again. Some "high priority" items can also be sent to a manager or CIO so they are aware of the problem and can track it until closure.


The demands of a busy help desk support team can often lead to employees feeling pulled in different directions, which can lead to longer ticket times and reduced productivity. Ticket management software helps employees stay organized by providing a list of tickets to work on, in order of priority. They can work their way down the list during their shift and start at the top again when they come in the next day.

Reduced Expenditure 

Ticket management software can also help identify areas where your business needs improvement. For example, if you find that a significant number of your support team are spending time doing things that standard employees should know how to do, you can increase training and improve productivity. thus saving you money on labor costs. Ultimately, it’s all a matter of improving efficiency and productivity.

A Little Bit About Fieldproxy

As businesses expand and operations grow more complex, managing field teams can be a daunting task. From managing tickets to scheduling jobs and everything in between, keeping track of everything can be time-consuming and inefficient. That's where Fieldproxy comes in - an end-to-end field team management solution that aims to simplify these tasks and streamline operations.

Ticket Management Solutions

One of the key features of Fieldproxy is its ticket management system. With this feature, businesses can create, assign, and manage tickets, ensuring that issues are resolved quickly and efficiently. This means that customers get the service they need, and businesses can maintain their reputation for quality customer support.

Schedule Jobs For Field Agents

Another important aspect of Fieldproxy is its job scheduling feature. With this tool, businesses can schedule jobs and assign them to field teams in real-time. This helps ensure that the right team is on the job at the right time, which can save businesses time and money.

Generate Quotes And Estimates

Fieldproxy also offers a mobile application that allows field teams to generate quotes and estimates on the go. This feature is particularly useful for businesses that operate in industries where quotes and estimates are necessary, such as construction or landscaping. With this feature, businesses can provide accurate quotes to their customers quickly and easily.

Raise Invoices And Collect Payments

In addition to generating quotes and estimates, the Fieldproxy mobile application also allows businesses to raise invoices and facilitate payment collections through integrations with popular payment gateways. This can help businesses get paid faster and with less hassle.

Collect Valuable Customer Feedback 

With features like customer happiness index, and historical customer data, ensure your customers are always satisfied with your products and services. Know exactly how your customers operate and provide better quality services.

Dashboards And Reports

Fieldproxy’s easily-presentable data dashboards and reports allow managers to make sense of all the data their field teams collect, in real time. Create, curate, and manage different dashboards and reports to help make better data-backed decisions for your service teams.

Closing Thoughts

So why should businesses consider Fieldproxy? With its comprehensive set of features, Fieldproxy can help businesses save time, streamline operations, and improve customer satisfaction. And with a free demo available, there's no reason not to give it a try.

If you're looking for an end-to-end field team management solution that can help you manage tickets, schedule jobs, generate quotes and estimates, raise invoices, and collect payments while also providing customer feedback support, then Fieldproxy might be the solution for you. Book a free demo today to see how Fieldproxy can help your business improve its operations and customer satisfaction.

Make a data-backed decision today. Fieldproxy is trusted by 170+ clients and used by over 50,000+ agents all over the globe Click Here To Get Free Demo
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Frequently Asked Questions

1. What does the term ticket management mean?

Ticket management is a process of managing problems and requests from customers. It's built into ticket management software and a common business tool. 

2. What are the principles of ticket management?

There are some important rules. First, treat each ticket individually and think that this is a person who needs support and help. Second, design the ticket template based on the user experience. Also, do not create completely new processes, but use the best practices that your company has developed. Put transparency in your contacts with clients, and take care of the development of agents and the entire team.

3. Does Fieldproxy enable ticket management?

Fieldproxy allows you to manage your tickets. Automatically tracks and converts all customer problems into tickets. Any incoming form of communication is converted into tickets for better management. Think of Fieldproxy like the best alternative to JIRA for field teams

4. How can I improve my ticket management system?

  • Ensure proper agent training
  • Decide how you will prioritize tickets
  • Set the monitor ticket statuses

And more check the article for best practices for ticket management system

5. Which ticket management tool is best?

See more about why we list these five as Best Field Service Ticket Management Software For 2023

Ticket Management

How Does A Field Service Ticket Management System Work?

June 12, 2023
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