Ticketing Incident Management may be defined as a process for logging, recording, and resolving incidents.
The main aim of Ticketing Incident Management is to restore the services to the customers with a temporary fix as soon as possible until a permanent solution is provided.
The motive of Ticketing Incident Management is to restore normal service performance as soon as possible and to minimize the adverse effects on business operations, ensuring the quality and availability of the service.
History of Ticketing System
Earlier processes of the Ticketing System were obviously not the software ones, but people used to utilize paper forms to track work requests.
The paper processes were used date back in the 20th century when face-to-face interaction was in more demand to resolve user and customer issues.
The helpdesk used to be a physical location which people would go to for support and the complaint ticketing system was an internal process for managing the requests.
In the 1960s, the concept of telephone call centers was introduced to handle the customer service issues, which were supported by Interactive Voice Response – IVR.
As personal computers and email became widespread so, users began to communicate their needs and problems to support staff electronically in the late 1970s.
When the number of IT users started to increase, companies then found a need to invest more in the right measures for tracking issues and managing the support resources.
That was the time when IT Ticketing software became the best solution. The first solutions were internally developed by large companies to support specific operational functions.
In the 1990s, the trend of outsourcing customer service and IT support functions were brought to widespread the use of email along with the introduction of live chat systems for support services.
By the early 2000s, these trends led to the demand for commercially available IT ticketing systems.
Since then, the reliability of the internet and mobile technologies have enabled the helpdesk and IT ticketing management system to become more interactive for both requestors and support agents. Many simple and repetitive functions are now available as self-service capabilities.
Benefits Of Ticketing Management System
Here are a few benefits of a ticketing management system that you should know and consider:
- Centralized System:
As the ticketing system was organized centrally there is no need of hassles through spreadsheets or email inboxes trying to figure out the issues and their resolution processes.
- Automatic management of tasks:
Using the ticketing system to manage the processes like ticket categorization and prioritization, ticket routing, alerts and notifications, and ticket status management will support the agents to spend more time resolving the actual support issues.
- Better Customer Experience:
It will assist in improving requestors’ perceptions for the support experience by troubleshooting the basic steps of agent-assisted support in terms of consistency and transparency along with information, FAQs.
- Enables Prioritization of Work:
The ticketing system enables the requests to get prioritized according to the requirement and difficulty of a query, instead of being handled in the order they are received.
- Drives Staff Accountability and Training:
The ticketing system provides managers with a view into the work of the employees which can help brighten the staff development opportunities.
- In-Built tracking and reporting:
The data created by the software helps to drive the resourcing decisions, process improvement and enable the tuning of support processes to increase customer satisfaction.
Best Practices of Ticketing Management System
Best practices are the set of methods or techniques that are proven to produce the most efficient result.
After thorough experience and research best practices are considered a standard way of doing something. Here, we follow the practices, procedures, and processes to produce intended results and achieve the goals effectively.
Here is a list of ticketing management system’s best practices that you should focus on:
1. Customer Experience:
- To improve your customers, experience the only way is by listening to what they say.
- From your ticketing system, you can ask for customers feedback.
- The continuous interaction with customers will help you evaluate the performance of your service helpdesk and will establish trust in the mind of the customers.
2. Set up a Support Portal:
- With the ticketing system, you can build a unified portal for all the customers who can access the service helpdesk.
- If you want, you can also include other departments within same the portal and make easy access for the customer.
- The unified portal will reduce all the confusion that surrounds a service desk.
- The thing which matters the most is to ensure that customers should get quick and easy help. Moreover, you can make your support portal more visual as possible to make it easy for customers to request services.
3. Encourage Self Service:
- Implementing a web-based knowledge base for your users where they can look up solutions for common issues that they face. This would be helpful in deflecting levels of support tickets and helps reduce the workload of your service helpdesk agents.
- The ultimate aim is to make ticketing system easy for the customers and to encourage self-service where they don’t have to spend their time on lengthy service helpdesk workflows to get their issues fixed.
Use Real-time Reports and Analytics:
Ticketing Management Software allows you to customize your reports to obtain real-time data of your ticketing system.
Generally, service helpdesk tools provide inbuilt reports and analytics features when they are properly used, it can provide deep insight into how to your ticketing system is functioning on daily basis, and help you make key decisions and strategize the new ones.
The real-time reporting and analytics will reduce the time spent on generating new reports from scratch so, it would also save you precious time and money.
Future of Ticketing Management System
In the fast-paced business environment of today, the service helpdesk space has come up with some comprehensive changes along with the introduction of new technologies in recent years.
With the new technology tools the user nowadays want mobile for all their support-related activities, there is a need for organizations to adapt to the speed of technology in order to ensure smooth service delivery.
There are a few key elements that stand out and seem to shape the future of this transformation.
1. Customer Experience:
- Customer experience is the game-changer in the future. To deliver and support high-quality customer service, organizations should invest in ensuring the top customer experience.
- Customer satisfaction has achieved a new parameter for measuring an organization’s success in the service management space.
- To remain in the game, the support helpdesk teams are now taking a customer-centric approach in service delivery by implementing the best practices and continuing the process with improved techniques.
2. AI in support helpdesk:
- This is the Age of Artificial Intelligence (AI). AI is already revolutionizing the way industries function.
- There was a time when AI was only seen in movies and novels but now it has become reality like self-driving cars, PA robots, and many more.
- Natural Language Processing (NLP) is a technique that can be used in self-service portals and can make users communicate with chatbots and virtual agents, thereby improving the response rate. NLP techniques can also help deflect a major chunk of tier 1 queries/tickets.
- Machine Learning (ML) technique can be used to perform predictive analytics in the service helpdesk. By that, the large volume of service helpdesk data can be analyzed to detect patterns and relationships between past occurrences.
Ticketing Management System assists you to find issues and analyze them more, identifying the root causes of problems that may affect your business productivity.
The system enables to capture and manage requests in a consistent manner so that the authorities can pay more attention to solving issues.
An incident management system enables effective handoff of issues among the teams and its effective scaling.
The data and metrics generated by the ticketing management system are essential for management in decision making about efficiency, process improvements and managing the operational costs.