What You Need to Know About an IT Ticketing System

IT TIcketing System How To

An IT ticketing system can transform how your company’s helpdesk operates. Today, technology departments are leaner than ever, with more demands. Your IT department has a lot on its plate, especially adding in bring your own device (BYOD) problems and concerns. Small but crucial requests are easy to overlook, as individual support techs are inundated with requests.

Automating your helpdesk with an IT ticketing system can be the first step to managing the customer experience, streamlining support, and lightening the burden on your staff. Here are the steps you need to take.

Define your budget.

IT ticketing systems are available in a wide range of budgets and price points. These range from one time purchases in the tens of thousands of dollars to much smaller monthly memberships. Knowing what you can spend before you begin the process will help you focus in on software packages within your budget. When evaluating your budget, ensure that you consider the total cost of ownership as well as any savings that you’re likely to capture from the efficiencies that the system creates.

Prioritize helpdesk features.

The most robust systems have a wide range of features to simplify the support process. But what features are most relevant to your business needs? Begin your search for a ticketing system by creating a list of which features you want and then prioritizing those that you need. By understanding your “need to haves” as distinct from your “nice to haves,” you can choose a software package and level of service that’s right for your employees or customers.

Go with self-service options.

Many IT departments struggle with a high volume of incoming phone calls and emails. Many companies have adopted systems that permit self-service options. If an employee runs into a small problem while traveling or out of the office, it’s possible to open a request by emailing the system or logging onto a secure site to create a ticket. By directing these requests to the system rather than to individual technicians, you minimize time spent responding to emails and phone calls and instead focus that energy on resolving problems. Issues get fixed faster and processes are more efficient overall.

Define your branding and personalization needs.

The best packages will allow you to personalize your interface and support messages. Ideally, the helpdesk system that you choose will provide email support templates that can be customized based on your needs. Interface personalization can include color and branding, displaying your logo, and customizing the ticketing submission and follow up process. While branding and personalization are more critical if your IT ticketing system interfaces with customers, it’s also helpful from a user experience perspective with systems that are employee facing.

Test for ease of use and implementation.

The most important component of a ticketing system is that it’s flexible and easy to use. Your new system should eliminate hurdles to reporting and resolving issues, not create them. Be sure to thoroughly test any solutions with the end users in mind. Ideally, involve a representative sample of your users in the testing process and get their feedback. Your technically savvy IT staff may not be representative of your user demographic. Simple feedback can help you choose between two comparable systems, or clarify your customization plans when optimizing the software for your business.

If your IT support team is frazzled due to too many requests, it’s time to find a solution. An IT ticketing system can help you get your incoming tech support requests organized, prioritized, and resolved in record time. It’s important to start the process by mapping out your available budget and necessary features, and then evaluating potential systems for flexibility and personalization. A good automated ticketing system is one investment that can bring a quick return.

Image: Bigstock.com

Liz Alton

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