Guest Post: 7 Benefits of Ticket Management System

Maulik Shah is the founder of DeskXpand, A full-fledged ticket management system that comes with the right tools to provide a seamless and cost-efficient customer experience. He shares 7 benefits that the support ticket system can provide for your business.

Want to support your help support team by simplifying the ticket process for them? Then installing a ticket management system is the best help you can offer because it helps your employees to track the progress, achievements, and even prioritizing tasks. 

A robust ticket management system can reduce your desk employee’s work stress, promote work efficiency, enhance productivity, and improve ticket management strategy.

Here are the benefits that the support ticket system has to provide you: 

1. Track Time 

One of the best benefits of using ticket management software is its ability to track why times. Here, your goal should be to have a good average ticket response time. If the response time is not good, you need to know about the issue and take the necessary action to improve them. 

Tracking ticket time helps you to measure your efficiency. Each time a new ticket opens, it starts a timer to see for how long they are open. By this, you will also be able to see which technicians are closing the most tickets. This allows you to see the productivity ratio to where training necessities lie and whether you require hiring more help desk support staff or maybe even eliminate some.  

2. Solve Problems 

Another benefit of ticket management is that you will solve problems that are being called in. You can see all of the tickets in an organized way. You can begin establishing a system where the help desk support team can distribute the tickets and then begin to solve the registered problems like: 

• Computer breakdowns 
• Memory upgrades 
• Network down 
• Screen freezes 
• Software complications 

The problems may vary from user to user, day to day, or department to department. The software maintains a record of every solved problem so that you can compare them occasionally. It will be helpful to detect what problems are repeatedly occurring so you can take further action like upgrading computers or improving your network system.  

3. Communication 

Communication is crucial and critical within any business niche, and installing ticket management software allows you to communicate clearly with your employees. If you detect that some problems are occurring because of “user error,” then it may signify the need to improve and increase communication. Employees may require more training and lessons on the hardware or software they have access to or handle spam-related mails and avoid unauthorized website usage. 

4. Setting Priorities 

Some tickets may come, which are a lot more critical than others. For instance, your help desk should know that it is more important to focus on a downed network than to reset the secretary’s password. And this software can help you to prioritize tasks. 

The prioritization levels vary upon the kind of software that you opt for. You can set the prioritization on your own. Additionally, you can set some rules too for prioritizing the tickets automatically. For example, you can set a sequence where technical issue tickets should show up as first in priority, so the software will automatically put any technical queries on top of all.  

You can also allow sending some “high priority” items to the managers directly so that they too can be aware of the problem and can track its progress.  

5. Organizing 

Your employees need your help to get them organized. You may hear plenty of help desk support staff saying that they experience headaches over the end of the day due to constantly pulling themselves in a million different directions. And this leads to longer ticket times and a lower level of productivity. Here, the software will keep them organized as they have a list of tickets to work on according to the priorities. They complete the list by going down the list throughout their shift. And then, when they arrive the next day, they can start at the top of the list again. 

6. Support the Business 

The reports that you will be able to obtain from the software will tell you about all of the different problems taking place by the user of any department. The reports enable the support of the business with more efficiency by learning how you can infuse money into the operations. 

Here are some of the things that reports may help you to realize if you: 

• Need more staff 
• Require newer computers 
• Have issues with malware 

7. Reduce Expenditures 

The software can help you to cut down the expenditures. You can quickly find out where the most significant issues are present within your business. Additionally, a significant amount of your help desk support team spends more time helping the standard employees with the issues they should know how to solve. You can increase training sessions to improve productivity. And if you find that you can close tickets faster than usual, you can downsize your IT team and save a lot of money in labor. 

Final Words 

Ticketing Management System assists you in finding and analyzing issues and identifies the root causes of problems that may be problematic for your business productivity. The system enables capturing and managing requests efficiently so that the authorities can pay more attention to solving issues rather than managing them.   

Maulik Shah is the founder of DeskXpand, A full-fledged ticket management system that comes with the right tools to provide a seamless and cost-efficient customer experience. Maulik is a tech enthusiast and writes about the various aspects of the customer support platform.

For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

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