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.
There is a big number of user support systems on the market – each claim to be one of the kind, uniques, and universal. Nevertheless, most of them are based on similar ideas – task/ request automation will increase your leads thus boosting your profitability. So if you want to increase your profit without wasting a lot on hiring new people and increasing your workforce, then it is time to consider using helpdesk software or ticketing systems. How to choose the right user support system? What to look for? Let’s talk about the most critical modules and features a quality helpdesk program should have.
What Is Important in HelpDesk Software?
HelpDesk and ServiceDesk systems are designed to significantly increase the quality of support and customer service provided. The reality is that most companies have their own unique processes and workflows. Fortunately, existing solutions are quite flexible and versatile, and there is the possibility of adapting them to any workflow.
Of course, each specific system may include additional functionality based on the needs of the company. However, the general principle in all the systems is the same. It includes the following components:
Case reporting module;
Application status and alert tracking system;
Knowledge base to resolve typical incidents;
Varied channels of communication, such as live chat software;
Customizable templates for standard reporting and monitoring.
Having all these in place, you can organize the work of the team in the most effective way. As a result, your customers will receive timely assistance and will be happy about the service.
Main Advantages of Professional HelpDesk Solutions
Based on the above, helpdesk software will allow you to arrange workflows and request handling in the most effective way. However, when making use of a professional software solution, you have even more perks:
Easy interface for both a user and admin;
Sending automatic responses to user requests allows you to unload support staff and provide instant answers to typical requests;
Automatic notification of the user about receiving the request and assigning it an ID number;
Conducting correspondence by e-mail and through the interface of the site;
Automatic merging of requests in an easy-to-follow way with the ability to view the entire correspondence;
Automatic calculation of the approximate response time for each ticket;
Forward requests to departments of the company with the appointment of responsible persons for each department;
Prepare email templates for automatic responses and notifications;
Unlimited number of external users and support staff;
Saving the full history of hits for each user;
Availability of information about the status of the request in the user’s personal account;
Solving the problems of managing customer requests, regardless of the scope of the company.
Of course, you can set up and adjust some extra features of helpdesk software to make sure it meets the specific needs of your company/project or team. For example, you can configure live chat software to ensure fast and efficient interaction with your customers.
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;
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!