Ticket management systems are the ones receiving support tickets from end-users and these must be taken care of in a timely manner. However, this can be a tough thing to handle when you have multiple IT support requests coming in at the same time.
So, how should you handle these types of high-volume situations? Well, with these best practices for ticket management, you can take care of all of these requests in the best way possible.
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Best Ticket Management Practices
1. Prioritize the Tickets
When you are handling a large number of IT service requests, it can be a bit overwhelming to look at the sheer amount that needs to be done. However, if you have an idea of how you will handle these large numbers, this will keep you on track. If you will do each one as they come in, the first come first serve method will keep you going.
2. Base Line on Urgency
Some issues are smaller and can wait, but others should be taken care of right away. This is especially true for clients that need the solution for their business as soon as possible. So, basing which tickets you will get to first by putting them in order of urgency will allow you to get the most important tickets done quickly, which will allow you to take care of small issues faster after.
3. Customer Categorization
Customers are the most important part of any business, so keeping them happy will ensure that they stay with you in the long run. However, when many requests are coming in, you will sometimes have to put them in a list of importance. You wouldn’t want to sacrifice a large client for a simple problem when much smaller accounts are the ones in front of them in the service line.
So, keep your top customers happy and ensure that they don’t want to go anywhere else.
4. Status Updates
When running a help desk ticketing system, you will need to make sure that you can track the status of multiple tickets at a time. The easiest way to do this is by assigning tags to them. Options like
pending”, or “closed” will allow you to see which ones need to be done and which can be moved on from.
This will allow you to stay on track when you see many tickets at once, and it helps you stay focused on which tickets are still waiting on something to be done.
5. Set Alerts
You will sometimes have to work on multiple tickets at a time, like when one ticket will need some more time, you can put it aside and help a ticket with a small issue that can be resolved within that time frame. However, you don’t want to lose track of any of them. So, setting alerts will tell you when a ticket has been waiting for something so that you don’t forget.
When running a ticket management system, you want to get to all the tickets quickly. By using these best practices, you will be able to improve the effectiveness and speed of your help desk support.