We live in a world with multiple channels of business communication which in itself can be convenient. However, when multiple channels are being used it is easy for things to get missed and forgotten about. When this concerns IT support it can be the difference between your IT team dealing with your issue or not.
At SupportWise we don’t want any of our customer communication to get lost which is why we use a ticketing system, which means all communication concerning IT support is stored in one system, allowing a full trail of work and discussions.
But other than ensuring that all communication is stored in one, easy to access system there are many other benefits to a ticketing system for our customers:
1 - Organisation: A ticketing system enables us to organise the helpdesk infrastructure in such a way that our clients get the help they need when they need it by the right technician. Each ticket is allocated an engineer and an urgency level meaning nothing urgent gets missed.
2 - High volume: The ticketing system can handle large organisations with multiple users and therefore high volume of tickets and organises them in one place. It brings all the communications together, meaning emails, chats and phone calls don’t get forgotten, but also ensures issues are prioritised and assigned to specific technicians.
3 - Orderly Queue: There are different ways to address tickets; using a queuing system where issues are dealt with in the order they are received or a priority system where the most urgent get bumped to the top of the queue.
4 - Reporting: A ticket system allows us to track and report important KPIs enabling us to demonstrate our performance. KPIs vary from organisation to organisation but can include channel use, ticket volume, resolution time, first reply time, SLA compliance, engineer activity, and productivity.
5 - Routine tasks: Routine tasks can be set through a ticketing system and assigned to an engineer ensuring they are done on time. A ticketing system can also automate routine tasks like password changes, meaning more urgent issues have priority with the technicians. Additionally, automation can also include assigning particular ticket types to specific engineers and grouping tickets with the same problem meaning the issue will be solved faster.
6 - Consolidate activity: A ticketing system collates all notes and actions associated with that particular issue, by different technicians and by different communication channels making the customer service experience smoother. It also enables repeat issues to be highlighted with the same user or hardware.
7 - Team Collaboration: A ticketing system means that there could be an entire team working on the issue, rather than one individual. The collaborative nature of the system means there is shared visibility and the ability to transfer and escalate tickets to other members of the team. Multiple engineers can work on the issue at once which will end up with tickets being resolved faster.
8 - Improved Customer Service: A ticketing system includes a Service Level Agreement (SLA) which communicates with the customer when they are likely to get a response, and therefore ensure service levels are maintained. The customer is also able to access the ticket meaning they are always kept up to date on the progress.
9 - Smooth workflow: With a strong ticketing system in place, there won’t be a backlog of tickets meaning issues get dealt with faster, and interactions are smooth and professional creating a much better working experience for our customers and our internal team.
If you would like to find out more about our managed IT support and how it can help your business grow, contact the team at SupportWise today.