Expectations with transitioning to a ticketing system
The move to a ticketing system is a necessary step in a company's growth. It can be an exciting shift (especially for the support teams using it!), but it can also be cause for some heartache, especially for the end users expected to use it. The root cause tends to be change… those individuals are going from simply emailing or talking to someone to now having to use a System.
Generally it doesn’t matter what system is used, there’s now a process to follow. That process could be as simple as using a new email or more complex like having to go to a website and fill out specific fields in a form. This change results in friction, especially when expectations for what those users should do aren't clearly set.
Exactly what is expected can differ, but regardless of specifics, what an end user is expected to do should be considered during the deployment process. Taking time to think through what they’ll need to do, speaking with some directly, and adjusting your system to help make things easier does take time, but it will pay off in the end.
Failing to think this aspect through can lead to a lot of friction as your new process and system is rolled out. Customers, after all, are the ones who are coming to you asking for assistance. They’re the ones who may not be able to get their own work done, and now knowing how to reach out for help, or not knowing when help will be provided, can make their lives a lot more miserable.
Below are a few questions I ask myself to help figure out what those expectations are. By no means a complete list, but a good starting point that will help you get into the head of the folks expected to use your shiny new system:
Who will be putting in tickets? I prefer that the person experiencing the issue report it, but will it be OK for someone else to submit it? What about agents submitting on behalf of a user?
What is the expected response time? Knowing how long to wait for a reply or resolution is critical, but to protect your team and also to keep users comfortable with timelines. Having this clearly set and shared is important.
Where/how should tickets be entered? Ensuring everyone knows where, and how, to enter tickets reduces frustration, especially if it changes. You should also consider what happens if someone puts in a ticket the 'wrong' way.
