A Help Desk Ticketing System, Included With NetSys Managed IT
Your staff need one place to send IT requests, and somebody needs to see what came in and how fast it was handled. NetSys built its own help desk ticketing system for that. Requests arrive by email or through a web portal, and reports show ticket volume, response times and resolution times. It is included with NetSys managed IT at no extra charge, and only our clients can use it.
The short answer
A help desk ticketing system turns each IT request into a ticket that is logged, assigned and tracked until it is resolved. NetSys has its own, built in-house: staff send requests by email or through a web portal, and reports show ticket volume, response times and resolution times. It is only available to NetSys clients, and managed IT clients get it at no extra charge.
Closest related page: Outsourced IT help desk services. That page covers the NetSys engineers who answer your staff; this one covers the ticketing system your team uses to log and track requests.
Businesses that need to keep track of internal IT and help desk requests: an office manager fielding laptop and printer problems, an internal IT person who wants a queue instead of an inbox, or an owner who wants to know how much time support really takes. The usual answer is a per-agent subscription to one of the large ticketing platforms.
NetSys has its own ticketing software, built in-house, and offers it only to NetSys clients. Managed IT clients get it at no extra charge, so there is no separate ticketing subscription to buy, renew or manage.
One Place for Every IT Request
Staff send a request by email or open one in the web portal, and each request becomes a ticket. Your own team, NetSys, or both work the tickets, depending on how your support is set up. Reports show how many tickets came in, how quickly they were answered and how long they took to resolve, so you can see where support time goes. The phone still works: urgent problems go to the NetSys help desk, where an engineer answers.
What the NetSys ticketing system does
Requests by email or web portal
Staff use whichever is easier, and every request becomes a ticket.
- Send an email and the request becomes a ticket
- Or open a ticket through the web portal
- One record per request, instead of problems scattered across inboxes
- Urgent problems still go to the phone, where a NetSys engineer answers
Reports on volume, response and resolution times
The three numbers that show how support is really going.
- Ticket volume: how many requests came in
- Response times: how quickly tickets were answered
- Resolution times: how long tickets took to resolve
- A factual basis for staffing and training decisions
Included with NetSys managed IT
No per-agent license, and no extra vendor.
- No extra charge for NetSys managed IT clients
- No per-agent subscription to buy, count or renew
- Built in-house by NetSys, so questions about it go to the team that runs your IT
- Only available to NetSys clients; it is not sold as standalone software
Why NetSys clients use our ticketing system
Tell us how your staff report IT problems today, who handles those requests and what you would want to see in a monthly report. A NetSys engineer will explain how the ticketing system would fit into a managed IT agreement. Call 845-203-3914 or request a call.
Who does the work: meet the NetSys team on our About page.
- No per-agent subscription: it is included with NetSys managed IT
- Tickets by email or web portal, so staff use whichever is easier
- Reports on volume, response and resolution times show where support time goes
- Built in-house by NetSys, so there is no extra vendor in the middle
- The phone still works: calling our help desk reaches an engineer
- Month to month, like every NetSys agreement
What a separate ticketing subscription costs
The large IT help desk platforms charge per agent, per month, and the features most IT teams expect often sit above the entry plan. Their published list prices:
| Platform | Entry plan, per agent per month | What sits above the entry plan |
|---|---|---|
| Zendesk for employee service | Suite Team: $29 billed yearly, $39 monthly | Service catalog, IT asset management and SLAs start at Suite Growth, $59 billed yearly |
| Freshservice | Starter: $19 billed yearly, $29 monthly | Service catalog and SLAs start at Growth, $49 billed yearly; change and release management at Pro, $99 |
| Jira Service Management | Standard: $25 monthly for a 10-agent team, or $2,500 a year | Free for up to 3 agents; change management is in Premium |
| HaloITSM and HaloPSA | $99 billed yearly, for 1 to 24 agents | Five-agent minimum, and a required onboarding package priced separately |
| ServiceNow ITSM | No published price | Quoted on request |
Published list prices in US dollars for a US buyer, read on each vendor's pricing page on 8 October 2026. Vendors change prices and vary them by region, so check before you budget. NetSys managed IT clients pay nothing extra for the NetSys ticketing system.
A ticketing system or a help desk service?
The two are often confused. The ticketing system is software; the help desk is the people who answer:
| Ticketing system (this page) | Help desk service | |
|---|---|---|
| What it is | Software that logs each request as a ticket and tracks it until it is resolved | People who answer your staff's requests and fix the problems |
| At NetSys | Our in-house system: tickets by email or web portal, with reports on volume, response and resolution times | Engineers answer seven days a week, 4 a.m. to 11 p.m. Eastern time, with emergency service 24/7 |
| Who it suits | Clients who want every IT request on record, including the ones their own team handles | Businesses that want an outside team answering their staff, standalone or co-managed |
The service side: Outsourced IT help desk services.
The two work together: staff log requests in the ticketing system, and the NetSys help desk takes the calls.
What to look for in any help desk ticketing system
Whether you use ours or buy a platform, these are the questions worth asking before staff depend on it:
- Intake: can staff raise a ticket the way they already work, such as email, and is there a portal for those who prefer one?
- Ownership: is every ticket assigned to someone, so nothing waits in a shared inbox?
- Reporting: can you see ticket volume, response times and resolution times without building the report yourself?
- Cost model: is it priced per agent, per user, or included with the support you already pay for?
- Data: who holds your ticket history, and how would you get it out if you changed providers?
- Fit with support: does logging a ticket replace calling for help, or sit alongside it?
The NetSys system answers the intake, reporting and cost questions on this page. Ask us about the others for your own setup.
Help Desk Ticketing System FAQs
What is a help desk ticketing system?
A help desk ticketing system turns each IT request into a ticket: a record that is logged, assigned to someone and tracked until it is resolved. It replaces requests scattered across inboxes and hallway conversations with one queue, and its reports show how much support work comes in and how quickly it gets done.
Can we get the NetSys ticketing system without managed IT?
No. It is only available to NetSys clients, and we do not sell it as standalone software. Managed IT clients get it at no extra charge as part of their agreement.
What does the NetSys ticketing system cost?
Nothing extra for NetSys managed IT clients: it is included in the agreement. The large help desk platforms charge per agent per month, from $19 to $99 on their paid entry plans and often more for service catalogs and SLAs, so a separate subscription grows with every person who works tickets.
How do our staff submit tickets?
By email or through the web portal. Each request becomes a ticket that stays on record until it is resolved, so nothing depends on one person's inbox.
What do the reports show?
Ticket volume, response times and resolution times. Together they show how much support work comes in, how quickly requests are answered and how long fixes take, which is the evidence you need for staffing and training decisions.
Does the ticketing system replace calling the NetSys help desk?
No. Calling our help desk still reaches an engineer, and urgent problems should go to the phone. The ticketing system is for logging and tracking requests, including the ones your own team handles.
Who built the ticketing system?
NetSys did. It is our own in-house software rather than a licensed platform, so there is no per-agent license fee to pass on to clients.
Related services
Every IT request on record, without another subscription.
Tell us how your staff report problems today and who handles them. We will show you how the NetSys ticketing system fits into a managed IT agreement, month to month.