Many companies have customer service representatives as their first line of help if a customer decides to file a complaint or report an issue. The customer, as expected, would dial the customer service or contact them through email to get their complaint registered. The complaint is registered in a document called ‘ticket,’ and the whole process is called ‘ticketing.’ Once a ‘ticket’ has been created, the customer service representative disconnects the call. After that, he passes on the ticket to relevant IT professionals and then carries on his job and gets busy with registering other complaints.
Once the IT department or relevant individuals work on the complaint and update the representative about progress, he lets the customer know about it. This whole process is called the ‘ticketing system.’ The work of a ticketing system just does not end there. If the customer has further complaints, the tickets are re-opened. Once the complaint has been resolved, and tickets have been closed, a follow-up feedback survey is conducted to assess the quality of services provided by the IT helpdesk. This helps the companies in analyzing their services for the future and making them better.
It is no exception that good customer service requires a good ticketing system to help companies with managing their IT helpdesk ticketing. How exactly does it do that? Let’s explore.
Impact Of A Good Ticketing System On IT
If a company has a good ticketing system established, it can ensure smooth working on part of IT help desk management. A good ticketing system achieves this goal by keeping the IT helpdesk organized and giving priority to urgent requests so that complaints are organized according to their urgency levels.
A good ticketing system also helps the helpdesk in task management and in keeping track of their IT assets. This goal is achieved by creating task templates for the IT department so that next time a request lines up, tasks can be easily assigned based on those templates instead of creating them from scratch.
A good ticketing system establishes separate dashboards for the customer service representatives and for clients and allows both parties to access their documents and edit them from there. This helps in keeping the IT helpdesk organized and creates a sense of transparency too. Moreover, it also allows the It helpdesk agents to create tasks, draft emails, and update requests, and import/export data from various locations easily.
In the end, a good ticketing system also helps IT helpdesks in creating a knowledge database quickly. These databases can be accessed any time the teams need it and can be granted access as per the administrator’s discretion. Additionally, the creation of these databases helps IT helpdesks in training themselves for future complaints and preserving knowledge portals for newer employees to come.
All of these add up to creating a smoothly flowing IT helpdesk management system with improved efficiency and productivity.
In order to establish a good It helpdesk management system, it is important for IT solution providers to take the help of software that assists them in shedding workload and improve the performance of the IT personnel.