Answering tickets is great - but preventing the need for them is even better.
All in Ticketing
Expectations with transitioning to a ticketing system
Setting clear expectations for how a new ticketing system should be used is critical to its success. After all, nothing aggravates a customer more than not knowing how to get help so they can do their job.
Ticketing for the Small Things
Ideally our ticketing systems capture EVERYTHING… this can be annoying for the very small asks though (e.g. password resets). Having a quick way for your agents to enter and close a ticket makes this MUCH easier.
On Logging Tickets
As company’s grow it isn’t possible to just walk up to IT and get help. This is where ticketing comes in. The shift can be hard, but the metrics and ability to track work is more than worth it.
The Importance of Triage
Triage is an important part of ticketing. Sure, it takes some time and effort, but it helps ensure basic information is available and the best resource is assigned to the task.