When and why should a support ticketing system or helpdesk software be used?
A ticketing system is a better method of dealing with customer questions, requests or reported issues. It is specifically designed for organizing and tracking all the fixes and replies made for a service request or for technical support. If a ticketing system is not in place, there is no way to ensure that the tickets are read and resolved by the right person or agent.
Once the ticketing system is in place, anyone in your organization could have insights such as which customer needs a quick answer, what requires immediate attention or if there is an unresolved critical issue, within minutes. This helps to reduce the support backlog and improve the support process.
There are a number of reasons, the best is summarised as follows:
- Consistent delivery of support and services
- Improved quality and efficiency
- Greater visibility of support services
- Better communications with customers
- Ensure best industry practices
- Keep IT aligned to the business
Customer experiences are managed better with a helpdesk software, and it builds brand loyalty, reputation and trust.
