5 Best Practices to Manage a Ticketing System

Posted by Maulik Shah on June 13th, 2022

An organization using a ticketing system already has a huge customer base. You need an automated ticketing system that can help you deal with resolving customer queries and issues. You need to make sure that your team follows the best practices for managing your ticketing system. Because software is of no use if not used properly. So, keep reading further to explore five best practices to manage a ticketing system.

1. Decide a Way to Prioritize Tickets:

As a business owner, you need to decide how you want the ticket prioritization to happen. Depending on the number of tickets received on a daily basis, you might choose to prioritize the tickets based on the size or type. You can even prioritize based on the time of their arrival or their urgency. You can have a “First Come First Serve ” system for your teams. It can help you optimize your workflow and fasten your process of responding to queries. It also helps prevent any ticket backlogs. 

2. Use Automation:

You need your IT support ticketing system to be automatic so that no manual work is required. You need to use automation to fulfill your customer demand. To help showcase your full potential, you need to get things done fast. So, you need an IT helpdesk ticketing system that can help your customers to solve their queries in the least amount of time. You need to manage your ticketing queue efficiently, and eliminate any human errors in the process. You need to ensure that the tickets are being distributed to the correct individual, or to the correct team. Automating this process is easy, but if you had to manually segregate the tickets, then it is a very tedious task to execute, where there are many chances for the customers to wait, and also where tickets are not directed towards the correct team. 

3. Use Ticket Tagging in a Proper Way:

One of the best practices in a ticketing system is ticket tagging. But, it should also be used by the team in an appropriate way, only then this extremely important feature is helpful. Tags add more context to the tickets, which helps agents assist the customers in identifying and resolving the customer queries, and issues. This also helps organize the support requests, which later drives you to know more customer trends. If you use the tags, then you need to be sure it is clear, accurate, consistent, well updated, and well structured.  

4. Set and Monitor Ticket Status:

You need to set the ticket status so that it is easy to monitor and assist the customers on an urgent basis. A ticketing system helps keep track of the progress of tickets. So, with a centralized dashboard, your team can view as well as update the status of the ticket. Your team needs to make sure that they update the ticket with each passing stage and have the correct status. If not done properly, then your team might feel a lot of issues. Like unanswered tickets, or wasting your time again on resolved tickets, in both the scenarios, you as a businessperson are losing time and wasting energy on not-so-important things.

5. Create Canned Messages and Templates:

Managing a large customer base is difficult. Just think if you had to draft individual replies to your customers just think of how tedious of a task that would be. It seems next to impossible if you have a gazillion amount of queries to solve on a regular basis. 

Instead, you can create canned responses for the queries. It helps you increase the team’s efficiency and enables you to resolve their queries in less time. Also, customers highly value a more personalized experience. Thus, canned messages should be used wisely, so that each individual customer’s problem is resolved to them personally.  

Conclusion:

There are many practices that you need to take while managing a ticketing system. It is not easy to maintain so many tickets up to date in real-time. But, the ticketing system automates this manual process, increasing the speed at which the customers' queries and issues get solved. These are the basic practices that you need to make sure are being followed religiously. Only then your business can function smoothly and grow.