Helpdesk Ticketing Systems: What You Need To Know

Well-implemented support automation platforms like Capacity behave as a management system to reduce response time, enhance service management, assist with its support and its ticketing, provide ticket routing as well as help with prioritization of customer requests. Even the best help desk software doesn’t work with the right processes and individuals in place, and for small businesses, it’s not uncommon to see gaps in team performance when it comes to response time, prioritization, and real-time ticket management. 

For the sake of project management, asset management, and delivering superior customer satisfaction, ensuring you invest in the best helpdesk ticketing system available is an absolute must for any business that wants to deliver a top-notch customer experience in addition to their top-notch products. As a business owner, you’ll want to consider pricing, but you’ll find that a service desk that delivers results will keep your team workflow moving, and your customers happy. 

Keep reading to learn more about what a stellar service desk could do for you and your service management! Remember a high-quality high-quality service desk can help small businesses and large businesses alike.

What is a helpdesk ticketing system?

A helpdesk ticketing system is software utilized by a customer support team to develop, manage, and maintain lists of customer issues without having to run a full-blown call center. This way, end-users experience a high-quality response to customer requests – even through self-service options. In addition to these features, advanced systems like Capacity offer other ticket assignment functions including:

  • Automation – The best software can automate customer greetings through their service portal to improve the quality of customer interactions, gather customer information, verify accounts, route tickets to correct representatives, answer common questions, channel support to the appropriate department, help with customer password resets, provide IT ticketing, and provide basic troubleshooting for FAQs. The whole time, the automation is guiding important updates to a shared inbox so teams can all be on the same page.
  • Knowledge base management – Knowledge bases, serving as an extension of help desk ticketing software, are searchable directories of product or service solutions and how they can be used, including canned responses to faqs. This is a huge component of self-service solutions for IT ticketing and a help desk ticketing system.
  • Live chat – An integral component of any help desk solution that goes beyond the knowledge base, live chat offers instant messaging as an alternative to canned responses for customer support requests for more urgent customer issues. 
  • Integrations – Knowing that your help desk solution can be integrated with your business software and apps means that functionality will not be compromised and your help desk ticketing system will help you keep all other systems running smoothly. Be sure to confirm integration ability to keep your team’s workflow in fact, intact when implementing your service desk. 
  • Omnichannel support – Gives customers the option to contact support in multi-channel formats including providing self-service options, directing to the service desk, filling out support tickets, IT help desk or IT service, and signing up for notifications as support tickets are updated. These options could be offered through chats, emails, text notifications, and/or social media. Omnichannel support is a valuable asset for addressing customer support in the escalation process as the customer has different choices for contacting customer support. Omnichannel support also helps create a centralized CRM to provide all needed information to the support team, sometimes with a shared inbox, to handle support tickets in as effective a manner as possible.  
  • Ticket categorization, routing, and tagging – Organize tickets in your CRM so that your support team can access metrics and information that prevents escalation and delivers a better customer experience.  
  • Tracking and measurement – Organize metrics from multi-channel support providers, including social media, through a sophisticated management system, so that your team can learn where there is an opportunity for improvement in customer support, delivering customer satisfaction, and working to be the best help desk support team they can be.

How does the process work?

A quality help desk solution provides a ticketing solution through multi-channel options when a customer submits a ticket to solve a problem, hopefully resolving any escalation and enhancing customer satisfaction. 

  • Step one – A user submits a ticket to the customer service team via a self-service portal or email provided by the help desk software.
  • Step two – The help desk software will automate, log and assign the ticket to the service desk team member who can assist through the service portal. The most advanced helpdesk systems automate simpler requests with common questions and direct them to the self-service service desk while giving more complicated ticket assignment requests to a support team member who can either help in real-time, assist in appropriate ticket routing, and assist in providing the appropriate ticketing solution. This sometimes requires team collaboration. The right help desk software will guide customer interactions in a way that will boost key metrics. The software solution provides a much more cohesive solution than, for example, a team trying to chat and streamline a process through slack.
  • Step three – If the issue is resolved, the customer support representative can close the ticket. If the issue is unresolved and requires additional support, service management may step in or the ticket will be subject to change management.

When customer support agents close tickets, they never disappear. Tickets have valuable data that can provide insight to your company and customers while analyzing data by your service level agreements. A helpdesk ticketing system like Capacity slices information in many ways to generate reports and deliver performance metrics. 

Benefits of help desk software.

A helpdesk ticketing system receives, sorts, and logs incoming tickets to streamline and organize the customer service problem resolution process, giving your IT support and IT ticketing teams superior project management tools. Over time, this creates a tremendous knowledge base regarding customer behavior and internal team SLA. However, there are numerous benefits to this help desk ticketing software, including:

Better team collaboration.

For customers, the hot potato call is a terrible experience. This occurs when a customer’s call is passed between agents, with each attempting to find a solution and often missing the mark on service level agreements. The root cause is poor internal collaboration and communication, which is eased or eliminated with an efficient helpdesk ticketing system like Capacity. A good help desk system will help guide and streamline this process, providing a satisfactory experience for the end-user while improving team performance.

Growth over time.

By implementing a centralized help desk system, agent responses to issues can double as a learning tool for future calls to enhance the customer experience. Managers can utilize the service desk software to learn about the most common issues through the software CRM and other features, which can be addressed with internal teams to ensure end-users walk away with a positive experience. Also, teams can identify specific situations where agents are struggling to manage, which could indicate the need for additional training.

Improved agent productivity.

Excellent customer service is an invaluable characteristic of any company; the end-users just want to have their problems solved. However, there are many low-value, cumbersome tasks to give great service including IT ticketing and figuring out how to categorize service requests, routing calls, and searching for information. By automating these tasks with a support automation platform like Capacity, agents can spend time on higher-value activities like serving customers and training while your help desk software does some of the heavy liftings. 

More transparent customer service performance.

Without a helpdesk ticketing system, there’s no single data source or central knowledge base to evaluate customer service performance and to better understand customer issues. Although active customer surveys could help, most internal teams require more quantitative and granular data to properly evaluate service, which can be provided by the right service desk software.

Helpdesk ticketing systems continue to evolve and offer more efficient features that improve customer service agent productivity especially when they offer seamless integrations with your other business apps and a robust knowledge base—all while handling ticket management. Many of the manual tasks performed in the past are becoming automated so agents can be more customer-focused instead of administrative. As a bonus, change management becomes less necessary as your IT support knows what to do and is all on the same page when it comes to support requests.

Check out Capacity today to learn more about improving your customer service.