What Can You Do with Help Desk Issue Tracking?
A recent Techvalidate survey showed that 43% of help desks use email for solving customer queries. On the other hand, 16% of service desks use a spreadsheet to track customer pain points.
The data confirms that companies that utilize an efficient help desk issue tracking system propel their growth and join key economic players such as Amazon, Microsoft, and Google quickly.
However, the main challenge scaring away typical small-scale companies from utilizing the services is their limited knowledge about an issue tracker. That is the motivation behind this article.
Here you will find out what an efficient issue tracking system entails. You will dive into the three primary roles of the best help desk issue tracking system.
You will then figure out the challenges your business could be facing that stops you from enjoying a world-class CRM service.
Lastly, you will learn simple ways to solve the dragging factors using reliable issue tracking software. What is more? Let’s start by defining an issue tracker.
Definition and Role of an Issue Tracker
In simple English, an issue tracker is software that enables you to monitor the progress of your tickets through a reliable inbox system. An inbox refers to a unified dashboard integrated with trending communication channels such as emails or short message sending.
The boundary of a classic help desk issue tracking system ranges from question opening to customer feedback. The steps involved are:
Customers have pressing issues. They find the most effective media to reach your business. Examples of the most typical inquiry media are Facebook, Gmail, Twitter, or business website.
The customer describes the issue via the support system or chat feature provided. The system assigns the inquiry, commonly referred to as a ticket, a number.
Your support team inspects the issue from various customers, and solve them. Then, the customers describe their satisfaction. Once the problem is solved, the ticket is closed. The customer gives feedback.
The process is usually long and associated with numerous limitations. Most of the media could add more trouble to your ticket system instead. That is why you need an issue tracker.
The significance of the issue tracker is ensuring smooth workflow, creating a happier staff base, and dodging ticketing errors. Let’s take a look at how you can achieve each of the missions.
Smoothen Ticketing System
The core challenges in current ticketing systems are harmonizing multichannel issue receipt, delivering personalized services, and data conversion.
There exist multiple platforms that a user can submit a request. For example, a potential customer can access you through calls, SMS, Facebook, email, LinkedIn, or Twitter.
The primary issue associated with multichannel outreach is that a single customer can make the same inquiry on more than one social medium.
The result is that you could end up opening several tickets for the issue. Imagine the chaos that would occur if thousands of customers submit the same issue through multiple channels.
With a typical help desk issue tracking software, you can recognize ticket duplications. And unify the multichannel submissions for instant response.
Apart from prompt responses, you can improve conversions by offering personalized services to the consumers. The best part is about the system is that live chat services enable you to deliver personalized services.
Additionally, you can gather data from various sources and convert them into tickets. For example, the help desk issue tracking system lets you convert calls and web form data into tickets. That eases communication, as explained below.
Improve Team Comfort
One of the well-known origins of chaos in an IT ticketing system is the mixing of past and current requests. That mainly arises from difficulty in recognizing the request patterns.
An efficient help desk issue tracking lets you recognize issue repetitiveness. Then, you can document the questions in FAQs and how-to articles.
As a result, you can relieve your support and sales team of workload. You can also simplify communication between the disaster and recovery teams during service interruptions.
Produce Error-free Work
Lastly, the help desk issue tracking software helps you avoid errors while managing customer problems.
You can reduce errors resulting from unreliable old-fashioned spreadsheets and boredom of tracking lengthy emails. Lastly, you handle data loss resulting from bottlenecks.
Conclusion
An efficient help desk issue tracking software lets you produce error-free work, improve team and customer comfort.
Most importantly, the data-driven ticketing system enables you to realize smooth business running and data management. That is possible through data visibility and self-service portals.