A Beginner’s Guide On IT Help Desk Ticketing System

August 26, 2020

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Help Desk Ticketing Systems: The Beginner's Guide

Customer services now encompasses any interaction from the start, during, end, to troubleshooting a technical issue when it arises, and this is where the need for Help Desk Ticketing system comes in. A great customer relationship is dealing with their woes when a problem in your service occurs. Customer satisfaction and managed services IT support are two key factors in achieving this and the best way to cultvate it is through Help Desk Ticketing system.

With the right IT systems and IT technical support specialists converged, businesses improve the customer experience easily which, in return, ends up building strong customer relationship and loyalty. After all, it is the number of customers that tells how good the business is.

How Does Help Desk Ticketing System Work?

This system is commonly used by organizations as a resource for customer problem-solving. It usually goes by many names such as help desk, service desk software, and customer support desk. When customers send in their problem, the IT team can delegate a particular issue to one IT member who specializes in it.

 

“SO WHEN PROBLEMS COME IN, THE TEAM CAN SIMULTANEOUSLY PING A SPECIALIST TO TAKE A LOOK AT THE CASE.”

 

It normally comes with a unique ticket number for easy sorting and identification. So when problems come in, the team can simultaneously ping a specialist to take a look at the case. When there’s an update, you can relay the information to the customer via the ticket. Held Desk Ticketing System creates an organized communication channel that greatly improves customer service.

A help desk ticketing system involves ticket management responsibilities and automated complaint resolution processes. IT professionals can address and manage customer concerns that businesses come across without delay. Organizations can eliminate task redundancy and enjoy the convenience of automation.

There are benefits business owners can get from this IT solution. A lot of companies outsource reputable IT service providers like House of IT to handle their help desk support system.

Still not convinced? Here’s why most companies integrate a Help Desk Solution in their business:

  1. Fast and Systematic Resolution

No matter how advanced your technological solution is, you will lose customers if you don’t resolve their IT concerns promptly. Businesses must adopt efficient help desk solutions for their organization. With this solution in place, agents will be able to resolve the tickets they receive faster. They get to enjoy the automated process the system has for incoming help desk cases. Also, these customer support teams will gain the chance to spend more time addressing and closing tickets.

  1. Inclusive

One of the business perks of having an efficient help desk solution is keeping customers in the loop. Most help desk software nowadays keep customers updated regarding their query’s progress. They can assure customers that the organization is working on their concerns. Companies that have this solution implemented are guaranteed to have customer satisfaction when they maximize it accordingly.

  1. Multi-Channel Customer Support

Man facing the monitor with multiple communication channels sprouting out of the screen

As the demand for multiple communication channels emerged in the business world, companies started to offer Omni-channel ticketing systems to their customers. Organizations can cater to the different channel preferences of the end-users. Furthermore, it connects customers with support teams through multiple channels. Email, voice, and social media are three examples of the communication channels available today.

  1. Increased Employee Productivity

Companies that make use of help desk solutions are given access to features that have helped increase employee efficiency. Few examples of these solutions are the automated ticket generation, unified agent interface, and knowledge repository.

With automated tickets, agents no longer need to create a new ticket every time a customer contacts them. This allows them to spend more time on solving customer concerns. Furthermore, a unified agent interface enables organizations to improve employee efficiency by minimizing the number of clicks required to finish their tasks. Customer details like personal information and interaction history can be seen in a single view if you have a unified desktop. Moreover, the knowledge base it gave to its users gave companies the capacity to record their approach in solving queries. This makes it easier for employees to learn from their colleagues and increase their efficiency in resolving recurring and mundane issues.

  1. Better Business Monitoring

Help desk solutions come with real-time dashboards and detailed reports. With these features, it becomes easier for supervisors to monitor the contact center’s functionality. Aside from that, companies that implemented these solutions can keep track of their service level agreements (SLA) more intently. They get to ensure that the SLAs they established are observed.

It is undeniable that help desk ticketing systems foster a working environment where operational efficiency and agent satisfaction are cultivated. With that in mind, it is evident that it’s a great tool for business monitoring.

  1. Sorting Priorities

Every ticket has its level of urgency. With the right help desk solution, businesses can set rules regarding ticket prioritization. According to supervisors that made use of this advantage, this feature is particularly useful in case of High Net Income customers. Other than that, it can also be used for tickets where the customer interaction history has been less than satisfactory. That said, this feature enables you to improve your customers’ experience while you deal with their concerns.

  1. Streamlined Operation

One common problem found in businesses today is the silo mentality. This type of mentality influences management groups or departments to refrain from sharing information with other departments. This information can include goals, priorities, processes, and tools. When you make use of help desk software, you eliminate this problem through its all-in-one management system. Also, this helps you do away with disjointed conversations and ensure streamlined operations that foster better customer experience.

  1. Reduced Backlog

Ticket backlogs create a huge impact on an organization’s customer service and work environment. In the customers’ end, these backlogs can affect their trust in your support team. Long response times cause frustrations to customers. Hence, it’s important to move through these tickets effectively and efficiently. Essentially, businesses earn more revenue from return customers when their customer support team resolves issues faster. It’s clear that reduced ticket backlogs enhance the end-user experience.

Meanwhile, in the customer support team’s end, ticket backlogs cultivate a stressful workplace. The amount of stress and pressure it causes can affect the agents’ performance as they resolve customer issues. Hence, it is unmistakable that these backlogs can influence your reputation in the business world.

  1. Personalized IT Support for Customers

Hands typing on a laptop with an T support agent coming out of the monitor

Help desk ticketing systems enable organizations to enjoy automated services. This automation frees up more time for customer support teams to concentrate on resolving IT issues. Hence, it empowers them to deliver one-on-one attention to their customers and personalize their approach in supporting them.

Organizations that personalize their IT support give their customers the peace of mind that they’re invested in their success. It inclines customers to feel more valued and understood by the company. If you cultivate this culture, you create strong brand loyalty and improve your business’ profitability.

  1. Clear Expectation Setting

Service level agreements establish what’s expected from the customers and the customer support team. It enables businesses to set clear goals for their IT support teams. For instance, if you set in the SLA that you will get back to your customers in a specific amount of time, your employees will work hard to achieve this. Through that, customers will feel more confident about your help desk’s capacity to support them.

When you implement a help desk solution in your business premises, you gain the ability to leverage these SLAs. That’s why most IT professionals recommend business owners to adopt help desk solutions in their workplaces.

  1. Company Revenue Growth

Customer satisfaction leads to steady and recurring revenue. For this reason, many company owners today integrate help desk solutions in their respective business premises.

Happy customers are likely to stick around than those that are unsatisfied with your services. With an efficient help desk customer support, you help your customers resolve the issues that they encounter with your product. This customer support presence enables you to create a good company image that can help you generate more leads and close deals. Hence, it enables you to achieve higher revenue growth.

As you can see, customer experience can make or break your business. That’s why it’s crucial to choose the right help desk ticketing system for your company. At present, there are a lot of IT support providers out there in the market—House of IT is one of the best ones you can turn to.

House of IT not only delivers high-quality IT solutions to its customers, but it also gives them access to well-trained IT professionals. Their expertise in the field of information technology ensures that your IT issues are addressed carefully with finesse.

So what are you waiting for? Contact House of IT now to enjoy the best help desk solution for your company.


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