Many business organisations offer a variety of services and products to their customers. They often receive a lot of information concerning the same by those very customers. Various kinds of information will need to be passed across within the organisation as well by the employees regarding various issues. This is where an open-source IT ticketing system, becomes rather helpful.
As its name suggests, it is a ticketing system that is open and available for anyone to use. It helps solve problems, respond to queries and provide useful information and feedback in a way that is digital, fast and effective. The system is a great way to deal with issues that both customers and employees face, quickly because it is specific in how it sends information.
What Is An Open Source Ticketing System?
In essence, ticketing systems are help desks. They provide solutions to multiple issues that the organisation may come across. The way it is organized, it works almost like an inventory system allowing businesses and companies to organise their support processes.
Many help desk systems require an agent to help answer and deal with issues on behalf of the company. This reduces the chances of an individual being bombarded with multiple issues. Issues being faced within the company can be dealt with by the respective departments responsible rather than being collectively gathered and sent to an individual or department.
Often you will find that help seeks have been assigned to a team of IT agents who manage and direct all the queries and other information that comes through the help desks.
However, for companies that may not have a big budget, hiring help desk agents to run the system may not be possible. The alternative, therefore, is to invest in software that allows free self-hosting which will enable the company to go through the information that comes in without having the agents sort through them.
These open-source systems have a way of creating a web-based interface that is quite simple to use and can be used by multiple users. They also create multiple customized features that will handle customer communication specific to the company's needs.
Multiple features can also be added to a free open source ticketing system that will help improve the services that the systems provide.
Advantages Of An Open Source Ticketing System
- Quality Service - When an online help desk is set up, it provides users with a system where their queries can be responded to and solutions provided swiftly and efficiently. This improves the general quality of service the company provides improving the satisfaction of customers.
- Customer Loyalty - When quality services have been provided, the is the result is contented and happy customers. Satisfied customers form loyal customers.
- Increased Revenue - Improved quality in service means customer satisfaction which is a great sales promoter. Quality drives more demand which in turn leads to more sales. A good system can potentially lead to increased revenue for the company.
Disadvantages Of Online Ticketing Systems
- Cost - Generally, an open-source help desk is free to use. This may seem like a bargain at first but there are usually other hidden costs which may include, enhancing the system, implementing it and even maintenance costs. There are also little additions that may be required which are not free. In the long run, these little costs may add up to quite a sum.
- Difficult To Use - Using open source ticketing systems is not very easy. It is made up of programming systems that mostly favour the developers and their interests rather than the users. This means that both customers inquiring and agents assisting customers with their queries have a difficult time operating them. This is often the reason why additional programming is required.
- Security - The security of open source help desks is a major concern. Since they have a fairly large developer base and their source code are easily accessible, breaches are not uncommon. Sensitive company or customer information may be accessed by an outsider with ease.
- Compatibility - Implementation and installation of third-party integration may be a rather difficult and tedious task. The compatibility of the system with the program of integration must be analysed and confirm before further action can be taken towards implementing the ticket system. This can be both costly and time-consuming.
Wrapping It Up
Open-source IT ticketing systems are a very effective way for companies to increase their productivity, customer feedback and even revenue. As long as the right programming systems are set up, an effective mode of communication can be set in place.