Do you have any kind of customer support present along with your services?
Whatever product or service is your business offering, if your users come across any problem then they can’t solve alone.
If you have only one person running your support desk, you still need a right and systematic way of tracking customer issues. Then you are in need of helpdesk ticketing.
Everyone needs a simplified version of the system which not only provides them with their choice of service or product but also has a right hand ahead when comes to queries.
Ticketing Management System provides customer support staff who receives, process and respond to incident or service requests.
The ticket management system allows you to centralize all your customer conversations via E-mail, Web portal, Phone, and Chat.
What is a Ticket?
In the ticketing management system, tickets are referred to as a document which holds the information about the problem or query, its status, and other additional information.
These tickets are raised by the end-users of an organization when they encounter any issue that interrupts their workflow.
The raised tickets are analyzed by the agents and then are provided with the appropriate solution according to the organization norms.
What is the Ticketing System?
A ticketing management system is a help desk system which gathers all your customer support requests from different channels and manages them from one place.
It is a part of a technology that receives service request for support, etc. from the user-end. The user will receive a service ticket after submission, it can be used when the user is referencing the submission.
It is a program that enables the organization to resolve its internal queries by managing and streamlining the process of issue resolution.
The system handles or manages individual elements called tickets that provide a context of what issue is requestor facing, along with the additional data such as category, priority, department, etc.
The ticketing management system acts as a single point of contact between the service provider and the consumer by converting the received support requests into tickets.
The problems raised in the tickets are analyzed by the agents and then are provided with the appropriate solution.
What are the Benefits of Online Ticketing System?
Ticketing system helps you find issues and analyze them deeper, identifying the root causes of problems that can affect your business productivity.
Some companies do this the same old-fashioned way as the earlier times, where the tickets reside on a local server, but this usually had a lot of shortcomings.
Online Ticketing systems will help your company overcome the shortcomings from on-premise ticketing solution in many ways.
An online ticketing system allows more flexibility in terms of addressing issues.
The agents can work on tickets from anywhere, anytime, regardless of the need to sit for long hours in front of the same computer.
Agents can log in from multiple devices and access the helpdesk and view the same dashboard. This makes service management easier when the organization is spread across different geographies.
Online ticketing systems allows the agents to approach issues strongly by involving the stakeholders.
The dynamic approach enables collaboration among agents. These are highly beneficial with respect to data security.
What are the functionalities of Ticketing Management System?
The core set of functionality and features may include:
- A centralized repository for requests
- Create a ticket through an email
- Online forms for requestors
- Automated responses
- Acts as a single point of contact (between the service provider and the consumer)
- Visibility to the status of a ticket
- Reporting data and analytics
Why your business needs a Ticketing Management System?
If your organization is in the business that offers IT support or tracking requests from your users; then what you want to ensure is resolve the query completely and efficiently and for that what you need is a ticketing management system.
The ticketing management system is also beneficial in case only 1-person is fielding support issues for users.
The system enables authorities to capture and manage requests in a consistent manner, so they can pay more attention to solving issues.
The system functions with a team of agents or leveraging support vendors where the system provides transparency of who is working on what. This provides a regular interface for requestors to interact.
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 staffing, process improvements and managing the operational costs.
How to choose a Ticketing Management System for your business?
The ticketing management system can prove to be greatly beneficial for your business if used in the right way.
It helps companies cut down costs, reduce time spent on solving the issues, improve the agent’s productivity, and most importantly include best practices capabilities that will ensure effective service delivery.
The challenge comes when the company tries to understand the problem without burning a hole in requestor’s pocket.
Continue reading to know more about ticketing management system for your business:
- Hosting Technology:
Cloud-based model or the System-as-a-Service (SaaS) model of the ticketing system is the most preferred choice.
As most of the organizations have shifted their focus to a lower total cost of implementation through the cloud-based model.
Hosting is taken care of by the provider where on cloud-based solutions, the ticketing system is hosted locally on your servers.
This gives additional maintenance and supervision costs.
It is important for the system to be easy to use for both the requesters and the agents.
The ticketing management system should associate in making it easy to enter data, assign priorities, update the ticket status, add multiple stakeholders, etc. to accomplish the requirements of your business.
- Customizations and Integrations:
A good ticketing system should contain features like knowledge bases, SLAs, and workflows and are customizable too.
With more customization options there will be more compatibility with your requestor in solving the issues.
In addition, the helpdesk system should integrate seamlessly with all the other applications.
The ticketing system with a wide range of API level integrations would tremendously help in gaining instant access to information across your company and making certain approaches more convenient for you.
- Alignment with ITIL:
ITIL (Information Technology Infrastructure Library) is the framework of best practices for IT service management that aligns IT services to your business requirements.
It enables organizations to deliver and manage the IT services and provide them with high business value for the customers.
ITIL includes various areas as Incident, Problem, Change, Release Management, and more to ensure better communication with the users.
Therefore, ITIL-aligned helpdesk system is more efficient and productive as compared to those that are not ITIL aligned.
The basic guidelines about ticketing management system mentioned above will help you make a decision and pick the ticketing system according to your business needs.
To summarize, a good ticketing management system is loaded with features. It is easy to use, highly flexible in terms of customizations and integrations, and most importantly, is aligned with ITIL.
It will ensure to boost your customer relationships by providing them with the appropriate solution.