IT Ticketing System – Subtleties of Integration

How does a ticketing program work? What is special about setting up the app and integrating it with other programs? As a rule, a ticket system should only process messages that are sent to the service by customers, keep records of them, and monitor implementation of any changes. Although the number of features looks really impressive, the above functions are claimed by small businesses only. Large and medium-sized companies are placing greater demands on modern HelpDesk solutions, so developers are refining and modernizing the service.

Such programs are also in demand by companies operating in the field of IT services engaged in vendor and dealer technical support. On top of that, ticket software solutions are relevant for organizations that manage commercial activities and serve a variety of systems, equipment, and communications.

What Is Important in the Introduction of Such a System?

The introduction of ticket tracking systems will provide companies with a rise in the quality of customer service. This means that it will be easier for enterprises to combat their outflow, which is very important due to the growing competition in any area of ​​business.

“Must Have” Features of the System

When making a choice of the Help Desk program, you pay special attention to the following functions and features:

  • Omnicanality – A ticket system must receive and process customer requests from all popular channels of interaction. It is critical for modern companies to take into account client requests received not only by telephone but also by email, through social networks, self-service portal, and well-known instant messengers. In this case, the system is to immediately generate a ticket for the incoming request, indicating the purpose of the request.
  • Availability of self-service – Thanks to this feature, the client can independently create a ticket, monitor its execution and contact a specialist of the company which is actually responsible for its execution, if necessary.
  • Processing automation – All info submitted to the system should be collected, recorded and processed automatically in a single window of the operator. This ensures a quick and easy solution for customer inquiries. The app can also implement the function of group mailing to customers.
  • Control and evaluation of employees – The company management can keep records of the personal performance of each employee and evaluate the performance of the enterprise as a whole unit using the available analytical tools in the system.

Benefits of Using a Ticketing Solution

Before picking a system, make sure to read its technical documentation attentively, check its compatibility as well as integration specs. The solution should be easy to set up and integrate with the programs that are already in use, for example, Outlook or any other email agent.

Additional Modules & Options for Setting up Ticket Systems

Processing and solving requests both internal and external is generally a fairly standard process regardless of the project and company specifics. In the process of task execution, it is necessary to distinguish the following steps:

  • Registration and classification of the issue;
  • Planning the work to be done and resources required for that;
  • Work execution;
  • Closing the ticket with possible confirmation and scoring of the work.

All these basic stages are by default set up in a big part of modern ticket systems. However, in addition to the “sample” process, there is the possibility of self-tuning unique requests for the service company routes/ workflows.

Time Tracking of Key Stages in Ticket Accounting Systems

It is important for any manager to control each stage of the process. That is why the ability to customize unique life cycles for each type of request complements is important for keeping track of the time it requires. This allows you to see, for example, the average “response time” for a specific type of request or its “approval time” in a particular application. All the data will be available to you in the ticket system. You can access it at any point in time.

Nowadays, ticket accounting systems record the time spent at each stage for each request execution; as a result, all the date will be reflected on a corresponding dashboard, with the level of operational reporting being specified there.

Automating the Accounting of Internal Requests

Many customers of ticket systems want to automate not only customer support processes but also the maintenance of internal requests with its help. In other words, they strive to work in the “single window” with absolute clearness of who does what. It is not a miracle any more; modern ticket systems support the workflow-based modules and allow for developing unique processes.

Business-Oriented Reports and Customization

The number of opportunities for customization of helpdesk software solutions increases with each new software version being launched. That is why it is possible to group all the reports on business types/ principles and make the work with the settings easier and more convenient!

Ticket System – Reports and Dashboards

With the modern ticket systems, automating the processes of service support has become even easier, more convenient and clearer. It makes the whole workflow simpler and easier for everyone. Try it to understand how to build a successful organization with well-thought-out processes and workflows!