---
title: "Ticketing System for Project and Support Teams | Orangescrum"
description: "Capture requests as tickets, prioritise them, and route them into the workflow your delivery team already uses, so support and project work align."
canonical: https://www.orangescrum.com/ticketing-software
---

# Ticketing System for Project and Support Teams | Orangescrum

> For the complete documentation index, see [llms.txt](https://www.orangescrum.com/llms.txt).

[Home](/) / [Features](/features) / Ticketing

Ticketing

# Ticketing That Feeds _Your Real Workflow_

Requests come in, get prioritised, and land in the same system your team delivers from. No separate queue nobody looks at.

Available in[Cloud](/pricing "Cloud - included")[Self-Hosted](/self-hosted "Self-Hosted - included")Open Source

[Start Free Trial →](/sign-up?utm_source=website&utm_medium=feature&utm_content=ticketing-software)[Book a Demo](https://calendly.com/orangescrum)

Free forever plan · No credit card required · Set up in minutes

## What is a ticketing system?

A ticketing system captures incoming requests, gives each one an owner and a priority, and tracks it to resolution. In Orangescrum, tickets live alongside project work, so support requests and planned delivery are visible in the same place and you can see honestly how much capacity is going to each.

The problem

## Why support work _breaks delivery plans_

Requests arrive everywhere

Email, chat, and corridor conversations, with no single queue.

✓ One place requests are captured and triaged.

Support is invisible in the plan

The sprint looks achievable until half the team is pulled onto tickets.

✓ Tickets sit alongside project work so the real load is visible.

No sense of what is urgent

Everything is treated as equally important.

✓ Priority and status make triage explicit.

What you get

## Requests handled _in one place_

-   ### Ticket intake
    
    Capture incoming requests as tickets so nothing is lost in an inbox.
    
-   ### Priority and severity
    
    Rank tickets so the team works on what genuinely matters first.
    
-   ### Custom workflow
    
    Route tickets through statuses that match how your team actually resolves them.
    
-   ### Ownership
    
    Every ticket has an assignee, so nothing sits unclaimed.
    
-   ### Ageing and response
    
    See how long tickets have been open so slow ones surface before they escalate.
    
-   ### Reporting
    
    Report on ticket volume and resolution time to justify capacity.
    

How it works

## How a ticket _moves_

1

Capture

The request is logged as a ticket with the detail needed to act.

2

Triage

Set priority and assign an owner.

3

Resolve

Work happens in the same system as the rest of your delivery.

4

Review

Reporting shows volume and resolution time over the period.

Who it's for

## For teams handling _incoming work_

Internal IT

Handle requests from the business alongside planned project work.

[Learn more →](/solutions/it-project-management-software)

Operations

Route operational requests into a visible, prioritised queue.

[Learn more →](/solutions/business-operations)

Agencies

Manage client requests without losing sight of planned delivery.

[Learn more →](/agency-project-management)

Availability

## Which edition includes _what_

Orangescrum runs as managed cloud, self-hosted on your own servers, or as the open-source Community Edition. Here is exactly what each one includes.

Ticketing is available as an add on module.

| Capability | CloudManaged SaaS | Self-HostedOn-premise / private cloud | Open SourceCommunity Edition |

| Ticket intake and triage | ✓ | ✓ | ✗ |
| Priority and ownership | ✓ | ✓ | ✗ |
| Custom ticket workflow | Pro | ✓ | ✗ |
| Ticket reporting | Premium | ✓ | ✗ |
| Bug and defect tracking | ✓ | ✓ | ✗ |

Frequently asked questions

## Ticketing _FAQ_

### Does Orangescrum have a ticketing system?

Yes. Ticketing is available as an add on module. Requests are captured as tickets, prioritised, assigned, and worked in the same system as your project delivery.

### Is ticketing included in every plan?

Ticketing is an add on module rather than part of the standard plan features. Talk to our team about adding it to your workspace.

### How is a ticket different from a task?

A ticket is an incoming request from someone else, usually unplanned. A task is planned work. Keeping both in one system means you can see how much capacity unplanned work is really taking.

### Can tickets follow our own workflow?

Yes. Tickets can move through statuses you define, and in the Self-Hosted edition you can design the allowed transitions and who may make them.

### How is this different from bug tracking?

Bug tracking records defects in your product, usually found by your own team or testing. Ticketing captures requests coming in from users or the business. They often connect, and both live in the same workspace.

### Can we report on ticket volume?

Yes. Reporting shows volume, ageing, and resolution time, which is the evidence you need when arguing for more capacity.

### Does it replace a customer help desk?

It handles request intake and resolution inside your delivery workflow. If you need a full customer facing help desk with a public portal, evaluate it against that requirement first.

### Is ticketing in the open source edition?

No. The Community Edition covers projects, tasks, and Kanban boards. Ticketing is an add on for the Cloud and Self-Hosted editions.

## Stop losing requests

Ticketing alongside your project work, with unlimited users.

[Start Free Trial →](/sign-up?utm_source=website&utm_medium=feature&utm_content=ticketing-software_cta)[Book a Demo](https://calendly.com/orangescrum)

## Related capabilities

[Bug and issue trackingTrack defects end to end](/bug-and-issue-tracking)[Custom status workflowDesign your ticket flow](/custom-status-workflow)[Task managementEverything about tasks](/task-management)[Advanced reportingVolume and resolution reporting](/advanced-reporting)