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Ticketing system is common in Technical Support in Information TechnologyIndustry. At present time, even management is using it. It serves as a way toconnect the company and the client, end to end. The researchers conductedresearch where it aims to come up with a solution on how we are going toprevent, troubleshoot, and give insight for possible business impact to thoseeveryday issues. Researchers used data collection to gather data frommanagement, support workers, and Service Now open-source ticketing system tovisualize the ticketing system application. Critical ticket gives a lot ofpressure to the resources as they needed to resolve the incident in accordancewith the service level agreement. Having knowledge management helps resource tofind references on how to deal with the incident. It helps them to executeworkaround quickly and think of a way on how to resolve it permanently. It isconcluded that critical and auto ticket affects the everyday productivity ofthe worker especially teaching new employees despite ongoing criticalincidents. Researchers provided solutions such as knowledge Management andDashboard to document all the solutions encountered and monitor the SLA andincoming tickets. It is recommended to have further research on how criticaland auto ticket affects the mental health of resources and its direct impact tobusinesses. It is also recommended to have a study on how knowledge managementwork and help resources to identify correct workaround despite of having a lotof troubleshooting guides.

Impact of Critical and Auto Ticket: Analysis for Management and Workers Productivity in using a Ticketing System