1. Centralized Reporting
When you implement an internal ticketing system for employees, you drastically improve their workflow because they now have a one-stop-shop where internal operational problems can be resolved.
The fresh service ticketing system is Omni-channel, allowing different communication channels to converge on one platform. It will enable you to integrate your email, messaging, accounting, video conferencing, G Suite, Microsoft 365, bug tracking, CRM, HR, etc., into your internal fresh service ticketing system.
If you take the example of email, employees can transform emailed issues into tickets that can be assigned to specific departments. Instead of sorting through email and multiple inboxes to manage their workflow, everything is organized in the ticketing software.
In the fresh service ticketing system, you can see the status of a ticket, its category, priority, how long it’s been open, and other relevant information. This kind of optimized organization improves productivity, allowing for more to be done in less time, and prevents issues from falling through the cracks unnoticed.
2. Automation
In any organization, there are recurring processes that have distinguishable elements each time they happen. You can program the ticketing stem to look for specific conditions upon which it can trigger an event. If, for example, an email has the phrase “new hire,” the fresh service ticketing system can automatically set various onboarding workflows on the ticket.
Similarly, the system can help you build a knowledge base using employee FAQs. By extracting specific data from the questions it receives, recurring queries can be identified, and an answer set up for similar future queries. This will prevent employees from having to search through lengthy company manuals to find answers which will, in turn, reduce the number of support tickets significantly.
If a client raises a query using a particular channel, the fresh service ticketing system creates a ticket and assigns it based on the channel used to raise the query. Therefore, finance queries will reach the finance department. Other automation procedures include ticket prioritization, alerts and notifications, and ticket status management.
3. Honor Your Service Level Agreements (SLAs)
Fresh service ticketing systems help businesses meet the expectations of their clients. If a client encounters a problem, they expect a timely response and solution as indicated in the SLA. SLAs can be integrated into your freshservice cloud based ITSM software to inform employees of possible SLA breaches. This is done by tracking raised issues and their status with regards to the SLA. That way, the business meets its service targets and attains client satisfaction.
4. Productivity Tracking
Ticketing software can help you optimize your operations by providing insights into where your team isn’t performing well. This is done by collecting key performance indicators (KPIs) such as ticket resolution time, channel usage, agent activity, first reply time, ticket volume, SLA compliance, and many others.
Through such monitoring and reporting metrics, managers can dedicate their efforts where they are most needed. In doing so, better efficiencies can be attained, and the staff can be held accountable for their performance.
5. Efficient Workflows
Using the metrics such as those mentioned above, staff responsibilities can be allotted based on level of expertise. This allows for better performance and quick turnaround times because every query is handled by the most capable people. In addition, queries are arranged in terms of priority, ensuring critical issues are addressed immediately. The fresh service ticketing system also assists staff in collaborating effectively when a problem is complicated because they can follow the workflow progress on one platform.
6. Happier Employees
A business can create a congenial working environment by addressing employee grievances promptly. Using the status tracking system, staff are aware that their query is logged and can view its progress towards resolution. This kind of transparency is appreciated by staff. The fresh service ticketing system can also allow employees to log anonymous complaints such as harassment. Such confidentiality will go a long way in making the staff feel safe.
Conclusion
A fresh service ticketing system can streamline your business operations so that your team meets its targets efficiently and effectively. It is an indispensable tool for many businesses.