Both for large organizations and SMEs, the proper functioning of the computing ecosystem is essential for successful service delivery. Although it is common for the company to face different types of challenges, it is important that the organization has a solution on hand that allows users to easily report problems and create incident tickets. This type of solution is called a “Ticket System”.
What is a Ticket System?
The daily lives of the members of the customer support team in any organization can be quite chaotic. In response to this uncontrolled rain of tickets, and to provide a higher level of efficiency to the user assistance department, the ticket system was designed. This type of tool is aimed mainly at the service desks of organizations. Its main objective is to allow a better follow-up of problems expressed by customers. Simply put, the Trouble ticket system allows you to archive and track every issue, assess your priority, your level of progress, assign responsibility, schedule a meeting, immediate response, and much more. With a ticket system, organizations are able to access and manage an unlimited number of requests and incidents.
Efficient Ticket Tracking
Thanks to technological advances, organizations are able to offer users multichannel systems to express their concerns, questions or complaints. In this context, if the correct tool is not used, traceability problems can arise. With a Ticket system, 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 the greatest relevance.
Rapid problem detection
One of the main utilities that a ticket system can provide is the rapid detection of problems. This is achieved through smart metrics and the classification system by categories that this type of software integrates. With this tool you can identify the causes that promote the recurrent appearance of certain incidents, as well as its correlation with other archived problems in the database.
Smart assignment of tasks
Each ticket must be assigned to an agent to be processed, but manual assignment represents a real loss of human potential. So in this case, the ticket allocation process needs to be automated. For this, the ticket system becomes an essential tool, since it allows defining criteria and creating rules so that each entry is attributed to the correct member of your organization. As a result, everyone at the help desk will have knowledge about who is managing what.
The ticket system also promotes greater cooperation between your help desk members, by allowing them to communicate more efficiently not only with each other but also with users. In fact, the majority of tools of this type allow the automatic sending of emails to users once a ticket has been created or when there is any change in its status. As a result, the user can receive notifications when their request is resolved. However, the choice of any software solution for your company must be directly related to its objectives and characteristics.