For both large organizations and SMEs, a well-functioning IT ecosystem is essential for successful service delivery. While it is common for a company to face different types of challenges, it is important that, in order to respond quickly and efficiently, the organization has at hand a solution that allows users to report problems and easily create incident tickets. This type of solution is called a Ticketing System.
If what you want is to have at your disposal, a solution that allows your technical support team to track and intelligently manage the different incidents that may arise within the company, then what you need is a Help Desk with efficiency enhanced through a Ticketing System. Read on and find out all its advantages.
What does a Ticket System consist of?
The day to day life of the members of the customer support team of any organization can become quite chaotic. This is mainly due to the fact that they can receive on the same day an enormous amount of requests and incident reports from different channels. In response to this uncontrolled shower of tickets and to provide a higher level of efficiency to the helpdesk, the Ticket System was born.
This type of tool is mainly addressed to the support services of organizations. Its main objective is to allow better monitoring of the problems expressed by customers. In short, the ticket system allows you to file and track each problem, evaluate its priority, its level of progress, assign responsibility, etc..
With a Ticketing System, organizations are able to access and manage an unlimited number of requests and incidents, through a single interface. In this way, all requirements can be assigned to the right member of the company for immediate attention.
What are the advantages of having a Ticketing System?
Efficient Ticket Tracking
Today, thanks to technological advances, organizations are able to offer users a multichannel system to express their concerns, questions or complaints. In this context, if the right tool is not used, traceability problems begin to arise. In other words, user requests can be lost in an indefinite nebula of unclassified tickets. This results in a significant number of unresolved incidents and, consequently, in customer unsatisfaction.
With a ticketing system, on the contrary; the support team is able to create a complete database to better manage customer requests. One of the greatest advantages that this type of tool offers is the possibility of prioritizing those tickets with greater relevance. Thus, the support department does not have to worry about solving everything at the same time but can determine which request should be answered faster.
Quick problem detection
One of the main utilities that a ticketing system can provide is the quick detection of problems. This is achieved through intelligent metrics and the categorization system; that integrates this type of software. With this tool, it is possible to identify the causes that promote the recurrent appearance of certain incidents; as well as their correlation with other problems filed in the database.
Intelligent task assignment
All tickets must be assigned to an agent to be processed, but the manual assignment represents a real loss of human potential. So in this case, the ticketing process needs to be automated. For this, the Ticket System becomes an essential tool, because it allows you to define standards and create regulations so that each entry is attributed to the correct member of your organization.
As a result, everyone in the Help Desk has an understanding of who is managing what. And none stumble upon the inconvenience of resolving entries that have already been taken by other colleagues.
The ticketing system also promotes greater cooperation between the members of your help desk; by allowing them to communicate more efficiently not only with each other but also with the users. In fact, most of these tools allow the automatic sending of e-mails to users once a ticket has been created or when any change in the status of the ticket occurs. As a result, the user can receive notifications when his/her ticket is resolved. This translates into greater efficiency and increased user satisfaction.
Which Ticket system to choose?
The choice of any software solution for your company must be directly related to the objectives and characteristics of your business. However, when choosing your Ticketing System; it is important that you also pay attention to the supplier and the quality of the tool. If you don’t know where to start, we recommend that you take a look at Freshdesk. An excellent solution that besides being a Ticketing System also integrates a Helpdesk software; which makes it the ideal tool to enhance your customer support department.
If you want more information about Feshdesk or any other software solution, don’t hesitate to contact us. GB Advisors professionals are always available to provide you with accurate information and first-class advice. So what are you waiting for? Get your Ticketing System and start providing your customers with exceptional service delivery.