IT issues can become exceptionally complex, and numerous fixes may be tried before the matter is fully resolved. What’s more, the issue in question may be passed between numerous technicians in an effort to manage workloads or tap into different specialisms. So what preventative measures are in place to stop the same fixes from being attempted over and over again, wasting time?
It’s important to record any additional information or updates provided by users, manufacturers and other sources, and all this information needs to be easily accessible and clearly attached to the matter at hand.
So, how can you absolutely ensure that this is always done and done right? It may sound complicated, but you and your management team don’t have to manage these processes on your own. That’s where help desk ticketing solutions come in, making every step perfectly straightforward and streamlined.
What are Help Desk Ticketing Solutions?
A ticketing solution, or ticketing software, is a handy incident management tool that allows each and every IT issue that is reported to the help desk to be easily tracked and updated. Each matter that arises is assigned a virtual ticket, often including a serial number, and that means it will not simply get lost in the pile of requests that are sent to the help desk every day. This enables matters to be prioritized according to their urgency and ensures that updates can easily be included in real time. Notes can be added to a case, so those working on it can leave a clear trail of information regarding each and every development as the matter moves forward. Whatever platform each piece of information comes from, and whoever is working on the ticket at any one time, details of the issue’s progress will be kept up to date so that the best possible solution can be found as quickly as possible.
Why Should My Business Use a Help Desk Ticketing System?
There are many reasons why ticketing systems represent a great investment for your company, including valuable time and resources management. When handling an issue in this way, your IT team will be able to easily track who has been involved in the issue’s progress so far, which solutions have already been tried, the extent of their success and suggested next steps. They will also be able to ensure that urgent matters are given top priority instead of adding them to the back of a long queue.
Backlogs will be reduced and your business is likely to see greater consistency and possibly significant improvement in its processes. You’ll also be able to reduce downtime and, as a result, cut losses and increase customer trust. Your IT team’s workload and the amount of pressure they feel will also be reduced. Of course, it’s important to ensure that the system’s users are properly trained so that they always enter relevant information onto a ticket in a way that is clearly understandable and logical. However, systems of this kind are often very straightforward to use.