It’s no secret–we’re living in a technology-dependent world. This means you should be thinking about the best help desk ticking systems for your company to utilize. It’s important to consider, regardless of whether your company is in a traditional office, or if you’re joining the revolution and allowing employees to work at home in a virtual environment.
With so much of our day-to-day work tasks being performed digitally, great importance is placed on having responsive, functional computer hardware. And let’s not forget the seemingly endless variety of software applications we need to do even the simplest of tasks. Fortunately, if all computer components are operating smoothly, we can expect efficient and productive workdays.
Wouldn’t it be nice if you had a tech support professional to walk you through your technology issues? You could send a report of the issue directly to one of your company’s IT professionals via a company-managed ticket system. And depending on the severity of the issue, your trusted IT team could place you at the top of their priority list. They could remotely access your laptop and diagnose the issue without requiring you to leave your home.
While many companies have help desk ticking systems in operation, it’s fair to say some systems are better than others. So, what are the best help desk ticking systems for your company? And why is it important to have one in place?
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Best Help Desk Ticking Systems
Utilizing the best help desk ticking systems keeps all of your IT service requests organized. It also makes for an efficient process for resolving technical issues–something that can affect customer retention, your company’s reputation, and even overall revenue. Not to mention, it’s crucial to document and keep a record of how issues and incidents are resolved.
Depending on the size of your organization and the end user’s needs, there are several different help desk ticking systems to consider. And if it’s deemed affordable, you may consider offering several different methods for managing IT tickets within your company.
Automatic Detection
Being proactive is the name of the game. As computer systems become more and more extensive, application developers have come up with an intelligent solution to the growing probability of IT incidents: automatic detection software.
This works exactly how you’d imagine. Long before the end-user is aware of an issue, the automatic detection software will trigger the ticket system if something goes awry. In this event, an IT tech will be directly notified of the issue that needs resolved.
Email and Social
In many cases, companies utilize an official IT team email address or social media channel that users can contact if an issue occurs.
Generally speaking, these solutions are great if the expected volume of IT support requests are low and/or there are designated IT techs who closely monitor these channels.
Using email as a way of communicating IT service requests is great for both internal and external users. Social media, on the other hand, is typically only good for external clients. Note: you don’t want to communicate internal IT issues via a public channel. External clients should only be privy to tech issues that affect them and their use of your products.
Self-Service Ticket
Having a self-service ticket system is typical for large organizations. How does it work?
Generally speaking, a user experiencing an IT issue simply logs in to a ticket system and places a service request. These systems offer a variety of filters to select from to help narrow down the focus of the issue.
For example, a department supervisor submits a ticket for a printer that is not connecting to the network. They would select a ticket category, which in this case is ‘Devices and Printers’. They could then select a desired time for issue resolution. Because the issue affects an entire department, the supervisor would set the ticket to have an ‘immediate’ need for service.
Other options might exist in the ticket system such as an ability to attach an image, or even to attach other users’ email accounts to the ticket. That way multiple team members are able to see the corresponding service messages from the assigned IT technician.
Walk-Up
Some IT departments have an actual service desk internal users can visit. They may even be able to do so without an appointment or submission of a ticket. In this case, an IT staff member can discuss the issues at hand with the customer and submit a ticket on behalf of the affected user.
If the issue is affecting a portable computer component such as a laptop, the IT team can even service the device on the spot. If it turns out the issue is severe and will require a lengthy repair time, the affected user can receive a temporary loaner laptop. You may also consider having a direct phone line or live chat function available for direct IT service.
Ticket Management
Okay, now we know there’s a way to keep IT service moving along from the affected user to the assigned IT technician. But how does the process of ticket management work?
Ticket Lifecycle
Once you find a tech issue, how does it go from being a pressing issue to reporting, analysis, and resolution?
Let’s take a look at the ticket lifecycle:
- NEW–An issue is discovered and a ticket is submitted
- OPEN–The ticket is in the cue, ready to be assigned to a technician.
- IN-PROGRESS–The issue’s been assigned to a technician. Once it’s in progress, you know there is active engagement with the issue. It’s at this point that you can expect some correspondence from the assigned IT technician.
- SOLVED–Once the technician identifies the solution to the issue and makes the correction, the ticket will be marked as ‘Solved’.
- CLOSED–Tickets that have been resolved will be closed after the end user is notified of the resolution. Closed tickets are removed from the cue, but will be saved to a digital ‘vault’ for documentation purposes and also for possible revisiting at a later time.
Ticketing Software
As you might expect, there are dozens of ticketing software systems available on the market. The dependability and affordability of these systems vary greatly. Some of the more popular ticket software include:
Freshdesk
Founded in 2010, Freshdesk is an all-encompassing help desk tool that can be scaled to fit companies of any size. It is one of the easier ticket systems to use and implement. It also has a variety of price plans available depending on your company’s needs.
Zendesk
This ticket software is geared toward customer relationship management (CRM), and is widely considered to be the top choice for marketing companies, specifically.
Kayako
Founded in 2001, Kayako serves 131,000 clients worldwide, many of which are Fortune 500 organizations. Most impressively, Kayako’s entry-level price plan is half the cost of Kayako’s competitors.
Ready to Incorporate a Helpdesk Ticking System?
If your company is experiencing growth, especially in the need for IT support, it’s time to consider purchasing and implementing the best help desk ticking system for your company.
With so many available options, it would be wise to receive consultation based on the size of your company, the technological needs, and your budget for incorporating a ticket management system.
Fortunately for you, SEO Design Chicago offers a variety of digital consultation services. Whether you need help identifying an appropriate ticking system for your company, or you’re seeking an external audit of your website’s design, SEO Design Chicago is ready and available to serve your needs. Don’t hesitate. Contact us today!
FAQ:
- What is a help desk ticking system?
- What is the purpose of a ticking system?
- When do I know if my company needs help desk ticking support?
- What are some types of ticking systems?
- What are the steps of the ticking lifecycle?
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