Emily Clarke

Tips to Improve Your Company's Ticket Management

An internal ticketing system can help your employees get help from IT, HR and other departments with skills outside their proficiency. Large companies need these systems to keep equipment running and eliminate communication hurdles. But poor ticket management can have the opposite effect.

Old-school management techniques can lead to inefficient workflows, resulting in a pile of issues that take ages to resolve. If you need help improving your company's ticket management strategy, here are a few tips that make all the difference.

Invest in Software

The right platform can transform how IT help desks, HR departments, sales teams and more operate. If you're not using feature-rich software, you're missing out on valuable features that benefit your entire company.

The biggest problem with traditional emails or paper documents is that things get lost in the fray. The right platform will aggregate tickets into one place. Some also prioritize work, making it easy for those receiving the tickets to handle the most pressing issues first.

Make Ticketing Options Accessible

Another benefit of an internal ticketing system is that you can make submitting tickets easier than ever for your employees. Instead of writing emails, bothering colleagues or taking time out of their productive workday to meet with someone in person, they can submit a ticket from any channel they're on.

Whether you use Slack, Teams or other popular productivity channels, the right platform will allow employees to submit tickets from anywhere.

Make Tickets Descriptive

If you've ever worked as part of an IT help desk, you know how frustrating a vague ticket can be. Without the right details, it can be challenging to tackle issues efficiently. You may have to go back and forth to get clarification before you hone in on the right corrective approach.

Giving your employees the means to get the right descriptive tickets ensures that recipients have all the information they need to maximize productivity.

Provide Status Checks

The ability to check on the status of a ticket is game-changing. Your employees can view details on their tickets, getting real-time information. In turn, they know what to expect and can allow teams to do their job without hounding them about progress.

Author Resource:-

Emily Clarke writes about employee management, benefits and payroll service. You can find her thoughts at employee scheduling blog.