Gone are the days when getting something done by IT means banging on their door or tying up the phones. A business that truly optimizes its IT department will have ongoing projects that are more important than repeatedly removing viruses from the same employee’s system. If your IT department is tied up in small tasks and struggling to remember specific requests, then cut out the unofficial favors as the main way of doing business and consider how improving ticket management can help.
Ticket management delivers deeper trend discovery
The best way to manage an IT department that services an entire business is with a tracking system that follows not only the machine but also the specific problems, solutions, and people making the requests.
Not all technical problems are the same, but there are similarities and trends that can be tracked to find the big picture. Running into the same common tech problems may be blamed on a system or a person if there’s no tracking. However, if you compare enough tickets, you may discover that the problem is a specific piece of software needed by a certain employee that may require changes to the machine at a less-than-obvious level.
On the opposite side of common issues are those unique, truly wondrous problems that no one would believe if they weren’t documented. Some situations are worthy of Tales from Tech Support, and many are important enough to send to a vendor with detailed information demanding a solution in its next software or hardware version.
That is where the true power of ticket systems emerges. It’s certainly important to keep an eye on troubled systems and problematic employees, but you’re more likely to see small bugs and flaws that are constantly encountered by a specific user related to his or her mindset.
Training can help, but having a ticket to refer to can make the explanation and future fixes more enlightening for everyone. A non-technical user will learn and be more productive if they have some insight into the problem, while the simple blame game can result in resistance and unwillingness to improve.
Along with linking trends in ticket requests, a good ticketing system can make ordering new systems a lot easier. If there are specific problems that your systems have, such as major flaws or merely being too complex for your users, these tickets can help pinpoint traits of new systems that would better fit business requirements in ways that system requirements would only briefly cover.
Required ticket policies cut travel time
There will always be a person or group of people who wants to get around the system. They may be high-ranking members of your business or employees who either don’t respect boundaries or aren’t capable of understanding boundaries.
Stopping a technician in the hallway for a quick fix or demanding a repair off the books is a problem that must be limited as much as possible. Times have changed, and there’s no reason for a technician to perform a repair that isn’t in the system. Modern ticketing systems use enterprise cloud computing, which means they are available to everyone, anyplace, anytime.
Your business can be a lot more efficient if company culture pushes employees to file tickets before seeking anyone out. This doesn’t mean that an in-person request isn’t impossible to make with a ticket system. A technician or engineer could file the ticket manually when they’re done, but it takes time away from their own work.
A business that optimizes its IT department won’t have time to pull its technicians away from a major project simply to install a new program or show a user how to do a specific task at any random time. With tickets built into all parts of the business culture, time management can be monitored and improved while giving technicians a chance to consult others before reaching the repair site.
Ticketing captures details and saves time
Because it’s possible to forget certain details about a user’s complaint, the requesting employee should be responsible for initiating a ticket. A technician can fill in technical information after the employee filing the ticket explains the situation in their own words.
If necessary, a technician can help users create trouble tickets. Some employees are simply not technical, but in an age when every employed person with an eye on advancement should know how to use a smartphone or desktop computer, a statement of “it’s broken” simply isn’t enough.
To make it simpler for employees to enter tickets., the user-facing part of the helpdesk ticket system should allow employees to select through a dropdown menu of common problems. A selection for “other” with an area to describe the issue should be provided for unusual problems and to force employees to enter some information.
With training that covers both non-IT and IT sides of the system, a helpdesk ticketing system can change company culture, improve troubleshooting, and support better communication.
If you’re looking to bring your customer satisfaction and experience to the next level, read about Software Essentials For Superior Customer Experience.