A simple ticket is a direct-to-the-point system. It needs no configuration. They do not need any enhancement or modification and can be put to use as soon as it is removed from the box. Simple ticketing systems can be utilized as helpdesks and for project management. They are designed to suit small businesses, where a single person or number of people manage the raised tickets. Businesses or organizations that utilize simple tickets for helpdesk are not interested in the complicated features present in the advanced ticketing systems.
A simple ticketing system, when used as a helpdesk, aids in the achievement of the following benefits.
1. Invent The Correct Structure
Simple ticketing systems are properly structured, greatly boosting the ticket system’s efficiency. The help desks are structured such that they are multiple leveled, with each level accomplishing certain roles.
The first level can be categorized as the self-service portal where users can resolve their issues without having to queue tickets. The other levels can be equipped with technicians with varying levels of skills plus experience. That way, when a ticket is raised, the ticket is easily matched to the correct level, depending on the level of expertise and skills required.
2. Queue and Allocate Requests
Some help desk systems attend to tickets on the basis of priority. When users raise tickets, the tickets get classified in terms of priority. There are high, moderate to low priority tickets. The high-priority tickets are first attended to, meaning the technicians will allocate their time to attending to the priority issues. Other issues may remain unattended resulting in higher turnarounds plus the violation of service agreements.
However, the simple ticketing system tends to queue tickets based on the first come first served (FIFO) phenomenon. Automated assignment models such as round-robin plus load balancing are employed to stay informed of issue requests.
3.Carry Out End-User Surveys
A simple help desk system carries out end-user surveys to determine the state of success. Critical success elements including processes, technicians, plus technology should be subjected to a rigorous survey. This is intent on knowing the effectiveness of the system.
To evaluate the technicians, you should look at their responsiveness to tickets and the amount of time they consume while resolving a ticket. Processes can be examined by the ease with which a ticket is submitted and passed on to the technicians plus the receiving group. The organization’s technology can also be evaluated by the difficulty or ease of communication.
Through a simple ticketing system, you can receive feedback on user tickets. However, you must do this survey once the tickets are closed.
4.Empower End-Users with Self-Service
Users often experience recurring issues time and again. Such repetitive issues are often resolvable by the end-users. The act of resolving certain issues for themselves relieves the IT help desk group from such burdens.
A simple ticketing system should be equipped with a self-service portal, where users can access solutions plus information that can help them resolve their own issues and inquiries. A self-service portal is vital in reducing the number of tickets in the queue.
Additionally, resources that would have been wasted to tend to a common and regular issue are salvaged and can be directed towards improving other vital sectors in the ticket system. Also, a great simple ticketing system contains a service catalog. This feature enables users to view and select the type of services they require.
Self-service portals are also significant as they can be utilized as the central point for communication between the organization and the end-users. Any issue or information regarding planned maintenance can be communicated to the users through the self-service portal.
Enhance Collaboration Plus Communication
With a simple ticketing system, there are heightened levels of collaboration plus communication between the technicians and the users. In case a ticket is raised, the technician responsible for the resolution of the ticket will take as much time as possible to ensure that the requester is satisfied with the feedback they receive.
Note that the communication takes place within the same request placed by the user. Hence, there is no switching of applications or back and forth email typing
Conclusion
The simple ticketing system is simple since it requires no configuration before use, and can be utilized as soon as it is out of the box. Simple ticketing systems are beneficial to a business, especially when used as helpdesks. The above five benefits are a testament to the important role the ticketing system plays in regards to great customer experience.