Key Features of a Free Trouble Ticket Software Windows
Proper ticket management is key in ensuring success in help desk service provision. What better way to promote an effective ticketing system than to install the free trouble ticket software windows, which fasten ticket resolution through the smart automation that have been installed in them.
The following comprises the main features that describe a trouble ticket software windows.
1. Self-Service Portal
This problem tracking software allows users to navigate through the portal by their selves. That way, the users can register own tickets and diminish the call volumes streaming in to the help desk.
This feature of self-service makes the choice of the free trouble ticket software windows very sensible. That is because it enables the users to create, view, and keep track of the ticket status all through to the resolution of the tickets.
Moreover, the users remain aware of any planned or unplanned outages via customer communications by utilizing the service portal’s notice function. Hence, the self-service function best describes the free trouble ticket software windows.
2. Founded on IT Knowledge
A great online ticket resolution system will do whatever it can towards ensuring a faster ticket resolution. Hence, a ticket system whose knowledge system is properly planned can be beneficial in arriving at quicker queries’ resolutions.
The free trouble ticket software windows boast of a strong IT knowhow, which facilitate quick issue resolution. Without the IT knowhow, then the user queries will stall and even sometimes remain unresolved.
3. Automatic Conversion of Emails to Requests
This feature is of immense importance in the ticketing system as it aids in diminishing the time resource required to respond to support demand emails. The feature is characterized by the automatic conversion of users’ emails to incidents in the help desk.
This feature is vital as it facilitates the saving of time during the administration of tickets. Hence, you must turn on the ‘enable email command’ icon in the configuration settings, to facilitate the automatic conversion of emails to requests.
4. Multi-Site Support
This feature is very significant especially when you have to provide all-day maintenance for business throughout a myriad of sites. If the support was to be provided manually, it would mean a lot of work would have to be done.
The trouble ticketing software enables you to manage all user requests plus assets throughout your sites, despite the location of the requests.
5. SLA Management
This feature of SLA management is important as it aids in the provision of a great user experience. Moreover, it facilitates the achievement of set targets concerning the time consumed in providing a resolution to a support ticket.
Also, you can work on establishing your own SLAs such that in the event of a violation of the set SLAs, you receive a notification of the same.
6. Notification Rules
The notification rules are significant in keeping the users aware of the progress of their tickets. The trouble ticket software windows have the notification rules established, whereby a notice is communicated to a user once a ticket is raised, and when it has been allocated to a help desk staff or team for resolution.
Moreover, the notification bell can communicate to a user in the event of a violation of SLAs.
7. Business Rules
This help desk software thrives well with the business rules integrated in them. They are vital as they work towards automatic allocation of the support demands to the most appropriate technician or support team depending on the tickets’ category or priority.
This aspect is vital as it facilitates proper utilization of time. The time that would have been used by the help desk to allocate the issues arising is directed to areas requiring more help desk support.
8. Reporting System
The reporting system is a very common feature of your free trouble ticket software windows. You can utilize the reports to analyze the help desk loan, statuses of the technical resolutions plus any SLA violations.
Hence, the reports feature aids in keeping you aware of any service failures plus additional outages that may arise in the process of tickets resolution.
Conclusion
Proper and timely tickets resolution is highly dependent on the ticketing system in place. Hence, a free trouble ticket software windows, with the above explained key attributes can make users experience wonderful ticket management. You can be assured of achieving great user experience in relation to tickets’ identification, allocation to appropriate help desk staff, and tickets’ resolution.