How Tech Support Ticketing Systems Build Better IT Relationships
How Tech Support Ticketing Systems Build Better IT Relationships
As your business grows, the level of technological complexity of your IT system grows with it. While for small operations sending the occasional service request email to your IT tech may be sufficient, as the volume of requests increases, some type of organizational system can benefit both parties—the employees submitting the issues and the IT personnel responding to them.
Working with an IT support partner that uses a ticketing system has a number of benefits, some of which are:
- Single point of contact, so that every member of your team doesn’t need to know every member of the IT support team; they just need to know the single email for the ticketing system.
- Task tracking, which ensures no requests get lost in the shuffle and enables you to check on the status of an issue at any time.
- Priority settings, which allow you to set the relative urgency of tickets—particularly helpful when you have an extremely urgent issue that you want to take precedence over all existing tickets.
- Increased efficiency, because tickets can be routed by issue type directly to the service person working on that area.
- Automated updates, which will notify you anytime your issue changes status, is reassigned to another person, or the assignee comments with a request for more information.
- Increased security, because you’ll frequently have to share potentially sensitive information regarding your issue and ticketing systems are a safer place for submitting that information than email.
- A knowledge base, because when an issue recurs, the ticket with the information about how it was previously resolved can easily be located and utilized.
- Customization features, which allow you to set up custom options if your IT systems are complex enough to require them.
- Reporting features, which can generate a summary of how many and what type of tickets you’ve submitted over a certain period of time. This information can be useful for making decisions about the company’s overall use of technology and the adoption of new technologies.
- Professionalism, because IT support companies that use a ticketing system also tend to have the infrastructure to handle issues more promptly than others.
Most ticketing systems operate on the same basic principles, so it’s less important which particular software your IT partner uses, than how they use it. Some questions you should be asking are:
- What is the average response time for a normal priority issue?
- What is the average response time for an urgent issue?
- What volume of issues and tickets does the company handle on a monthly basis?
- What parameters we, the client, need to provide in each ticket to maximize resolution speed and efficiency?
Need an IT partner with a reliable ticketing system you can trust? At BlūLīn IT, our help desk features a fast response time that allows your employees to get their issues resolved as quickly and effectively as possible. Contact us today to find out more!
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As your business grows, the level of technological complexity of your IT system grows with it. While for small operations sending the occasional service request email to your IT tech may be sufficient, as the volume of requests increases, some type of organizational system can benefit both parties—the employees submitting the issues and the IT personnel responding to them.
Working with an IT support partner that uses a ticketing system has a number of benefits, some of which are:
- Single point of contact, so that every member of your team doesn’t need to know every member of the IT support team; they just need to know the single email for the ticketing system.
- Task tracking, which ensures no requests get lost in the shuffle and enables you to check on the status of an issue at any time.
- Priority settings, which allow you to set the relative urgency of tickets—particularly helpful when you have an extremely urgent issue that you want to take precedence over all existing tickets.
- Increased efficiency, because tickets can be routed by issue type directly to the service person working on that area.
- Automated updates, which will notify you anytime your issue changes status, is reassigned to another person, or the assignee comments with a request for more information.
- Increased security, because you’ll frequently have to share potentially sensitive information regarding your issue and ticketing systems are a safer place for submitting that information than email.
- A knowledge base, because when an issue recurs, the ticket with the information about how it was previously resolved can easily be located and utilized.
- Customization features, which allow you to set up custom options if your IT systems are complex enough to require them.
- Reporting features, which can generate a summary of how many and what type of tickets you’ve submitted over a certain period of time. This information can be useful for making decisions about the company’s overall use of technology and the adoption of new technologies.
- Professionalism, because IT support companies that use a ticketing system also tend to have the infrastructure to handle issues more promptly than others.
Most ticketing systems operate on the same basic principles, so it’s less important which particular software your IT partner uses, than how they use it. Some questions you should be asking are:
- What is the average response time for a normal priority issue?
- What is the average response time for an urgent issue?
- What volume of issues and tickets does the company handle on a monthly basis?
- What parameters we, the client, need to provide in each ticket to maximize resolution speed and efficiency?
Need an IT partner with a reliable ticketing system you can trust? At BlūLīn IT, our help desk features a fast response time that allows your employees to get their issues resolved as quickly and effectively as possible. Contact us today to find out more!