When it comes to user support, there’s no shortage of options. You can go with an off-the-shelf solution or build your own help desk ticketing software from scratch. But either way, you’ll need to make sure that your team is trained properly on how to use the system and what type of requests are appropriate for each channel. If you have the right people in place and if they understand how important customer service really is, your company should be able to reap all kinds of benefits from using an effective helpdesk ticketing system:
Install a help desk ticketing system
The first step in getting the most out of your help desk ticketing system is to install one. There are many different types of systems available. But the best kind will be able to handle all of your team’s needs.
Once you’ve chosen which software you’re going with, train people on how they can use it. Also, about features so that no one gets confused when it is time for them to do their jobs properly! Close tickets right away so that nobody has access until they’re closed completely. Otherwise someone might forget about them after a while since there aren’t any reminders about upcoming deadlines coming up soon either way! Use channels like email inboxes when appropriate. This helps keep things organised especially if there’s more than one person involved in responding back quickly without any issues arising later down road.
Don’t build or outsource your own
Don’t build or outsource your own ticketing system. It’s too complicated and expensive for most companies. This is one of the most common mistakes made by small business owners. It can also have a huge impact on your business’ bottom line.
Train people to use the software
Ticketing systems can be incredibly useful in helping you manage your help desk, but only if they are used properly. Employees who are unfamiliar with the software you use may not know how to use it effectively. This can result in wasted time and resources as well as mistakes that could have easily been avoided.
- Make sure everyone knows how to use your ticketing system. This will help you avoid mistakes, which can be costly and time consuming.
- Train employees on how to get the most out of their online ticketing system by using it properly and efficiently.
Close tickets right away
The first thing you should do when someone writes a support ticket is close it right away. If a customer has already reached out to you, and they’re not happy with their experience, then closing the ticket will help them focus on getting what they need out of your company instead of sending more emails or calls demanding their money back.
If you don’t close tickets quickly enough or at all (or if they don’t work), then customers may get upset and turn into trolls who can’t be satisfied with anything less than an immediate response from the team responsible for fixing their problem.
Use the right channels
You should use the right channels for the right requests. For example, if you get an email from a customer with a question, that’s an urgent request and should be handled by phone. If they’re asking about something unrelated to their immediate problem like where they can find new shoes or directions to the nearest Starbucks, that’s less urgent and should be handled through email.
If you want someone who is not immediately available at their desk to call them back later on in their day (or week), then make sure that person knows what time it is so that he or she doesn’t miss any messages sent during regular office hours!
Manage tickets efficiently
A ticketing system is an essential tool for tracking requests and assigning them accordingly. It’s much more efficient than managing a to-do list of tasks that need attention from the team.
- Use a ticketing system to manage requests.
- Use a ticketing system to prioritise requests.
- Use a ticketing system to track requests and assign them accordingly.
Respond to requests in order
The most important thing you can do is respond to requests in order. This means that you should respond to the most urgent requests first, then less urgent ones as more time allows. This will help keep your team focused on their highest priority tasks and ensure that they aren’t wasting time tracking down tickets that could be dealt with immediately.
Next, it’s important that you respond in the same order they were received by your customer—not necessarily by date or ID number (which may change over time). If a ticket hasn’t been created yet but its details have been updated or added, this is still relevant information for customers who need help now; if a ticket has already been created but not assigned an owner yet, then this could also be useful information for customers who need help soon, etc.
Don’t deny requests without an explanation
It’s important to explain why you can’t fulfil the request. If a customer asks for something and your helpdesk ticketing system doesn’t have it, you should provide an explanation of why and an alternative solution that would be more beneficial than denying their request.
If there’s no way around denying someone’s request (for example, because they’re asking for something illegal), then just let them know up front so they don’t waste time contacting support over again later down the road with still no result from what they originally requested.
Consider making two categories of requests- those that are mission-critical and those that can wait
You can define a mission-critical request as any request that could cause harm to your company, either from its own employees or from third parties. These types of requests include:
- A request for a change in the way something works (for instance, changing an email address)
- A request for additional training for your team members
In contrast, non-mission critical tasks should be handled by someone other than the helpdesk agent who’s handling them. For example:
- An inquiry about changing a password or resetting their account password (which are both considered security related)
No help desk ticketing system will succeed without the right staff training, collaboration, and support
- Training: You need to train your help desk staff on how to use the ticketing system and how it works. This will ensure that they have a better understanding of what their role is. Also, how it fits into the overall business strategy for your company.
- Collaboration: To be successful with a help desk ticketing system, you must collaborate with other departments within your organisation. This means having them work together so that everyone understands each other’s roles and responsibilities in relation to customer service issues. It also means making sure everyone understands how they can access any information they need when working on tickets as well as what information should be shared outside of their department (such as via email).
- Support: No matter how good or bad someone is at using software they’ll always need some type of support if they want their job done right!
Conclusion
The best help desk ticketing system can get you a long way. But it will be meaningless if the people who use it aren’t trained to do their jobs effectively. Help desk software should be viewed as an investment in your organisation’s productivity and quality of service. Managing tickets efficiently is critical to your organisation’s success. Don’t let yourself get bogged down with unimportant work that takes away from what really matters: providing exceptional customer service!