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The ticket management system is essential for those organization which provides service such as SAAS (software as a service) to other organizations. Also essential for those organizations which have thousands of employees because for these types of organization it is better to maintain an in-house ticket management system rather than outsourcing.
All associations require an approach to effectively manage the issues and demands raised by their different clients of your services. The problems vary from association to association, and even inside an association from time to time and over the scope of end clients that the IT division supports.
What is a ticket management system?
The ticket management system makes the support team more organized, more focused, and efficient as well. The ticket management system is very useful for support and technical teams as well as the customer care department as it provides customer details.
As a result, technicians know what the issues customer-facing were and what solution was provided, and now what can be done in minimum time.
Ticket management system increases customer satisfaction because their issues are solved at the earliest and no ticket raised by the customer goes unnoticed. Therefore, it increases customer retention and it is used for branding purposes as well.
It is an efficient tool for managing issues, incidents, and complaints. Moreover, it provides an effective solution in the minimum possible time.
In short, a ticket management system makes a process for logging, recording, and resolving the incident. It helps the team and customer by providing the best solution to restore service as per the incident priority.
What is the need for the ticket management system?
When a business grows everything happens so quickly. Your business booms sales number are increasing and emails are coming. Your social media accounts are full of direct messages and comments. Emails are coming from your happy customers and customers are complaining too! But you are not able to acknowledge everyone! This is where the business falls due to unhappy customers.
To avoid this type of scenario, you need a ticket management system. It allows your team to stay on top this software helps agents to close the ticket as soon as possible. it allows you to keep track of each ticket is in which phase! Managers can know how much progress is done! If you want to provide the best customer & keep your customers happy then this software is a must. Moreover, your customers will be more loyal toward your organization. Furthermore, this software replaces spreadsheet utilization.
How a ticket management system can help your IT organization?
There are many ways through which the ticket management system can help your IT organization:
Replace spreadsheet –
We know for asset management and maintaining a data spreadsheet is used. However, when the support team accesses it for entering or reading data, chances are data will be messed up.
Because it is accessed simultaneously and the spreadsheet does not keep history about done-changes. So, no one will know if changes are made. Therefore, the spreadsheet is not reliable.
The spreadsheet needs to be replaced by the ticket management system or asset management software it keeps data and information centralized as well as organized. You can also check history if any changes are done so it is very authentic.
Decide ticket priority – Ticket management is not only useful for the IT team it is also useful for the asset maintenance department. With this software, teams can know what the priority of a ticket is.
The priority of a ticket is decided according to the nature of issues, the criticalness of the issue, the priority of the ticket is also created on the SLA policy. The priority can be high, medium, low. Similarly, when priority is high then resolution needs to be provided as quickly as possible.
Better customer service – The software plays a crucial role in end-user satisfaction and delivering quality work.
As we know when there are too many tickets then chances are some tickets are left behind or no one responds to them. But with this software, no ticket is left behind because it alerts the support team and manager about the same.
With this system, the support team can know if the customer had called before or not. If yes then is it the same concern or not! This software keeps the history of the ticket.
Speak to the customer and listen to what they want to say. We know to win customer’s heart you have to know your customer. Keep asking for their feedback as it is very valuable to improve workflow.
Reports – Reports are also helpful in the employee performance report. In order to find out what is the average resolution time of ticket & how it can be improved. How the process can be improved for customer satisfaction.
These types of improvement can be done with data report analysis. They can also help in making business decisions. We all know that data-driven decisions are more effective rather than making a decision on assumption.
Conclusion – Ticket management has the potential to take your business to another level. It makes the process automated from ticket prioritization to making reports. If the ticket is not answered then the notification is sent to the manager. Moreover, it centralizes information and eliminates spreadsheet usage.
Reports are essential if you want to improve your daily process. Ticket management now can be utilized with cloud technology, allowing you to access data from anywhere that too in real-time. If you want to improve the business process then the ticket management system is mandatory!