8 steps to improve your ticketing system.

Competition is fierce in any industry, but if you cannot keep up with the pace of internal demands? Your support team is overwhelmed by a large number of operational queries, and this negatively impacts your results and your customers' satisfaction?

You experience this type of problem every day?

  • Poor ticket tracking
  • Undocumented, non-measurable information requests
  • Inability to provide performance reports
  • Inefficient task allocation
  • Unproductive communication between stakeholders
  • Centralization of all incidents to a single resource
  • Unable to prioritize activities

Even worse:

  • You juggle with an incredible amount of tasks and recurring manual operations
  • You end up with a variety of uncompleted requests in your home system
  • Your customers are unhappy
  • Your resources use an inadequate user experience tool,
  • Your resources do not want to know anything more about your software solutions and project
  • The knowledge transfer concept is not part of your vocabulary

Unfortunately, in many cases, this lack of efficiency causes significant organizational implications, starting with the level of customer satisfaction, increasing cost, declining business revenues and so on, but how do you find the right solution for solving ticket management and queries?


Don’t worry we are here to help!  Here are eight steps to improve your system.

1. Define the ticket source

By clearly identifying the different source of the requests, it will be easier for your enterprise to measure if you are well equipped to cope with the number and type of future queries. Demands come in all sorts of types and vary from one context to another. It is really important to plan that analysis moving forward.

2. Analyze your support service intensively

Beyond the input coming from different sources, the manager at the head of the support team should know everything that is going on under his watch. What is the approach you want to take to manage all the requests? What is your capacity to meet them? Do you have enough resources? With the answer to all those questions, you should be able to get the most out of your self-service software.

But to go even further and to make sure your service desk tool helps with meeting your expectations, you can look to your team. If a problem is palpable among the support staff, ask yourself this question: What aspect of our service is suffering from inefficiency?

It is also advisable to go back to the source: your customers. Is your relationship with your customers harmonious? Is the service you provide fast and meeting your customers’ expectations? You can go even further by asking yourself the same question regarding the expectations of the general organization and end users you serve.

3. Establish specific and organizational goals

If the internal analysis is necessary, the realization of the objectives is equally important. These goals can be translated in different ways, depending on the nature of your queries, your industry or business context. Here are important goals to set:

  • Overall reduction in costs or a particular process
  • Increase business revenue due to greater customer loyalty
  • Increase satisfaction of your customers
  • Reducing the learning curve through the development of a knowledge base, thus preventing the effects of staff turnover
  • Increase internal efficiency

With these detailed numerical goals, you can make your teams – technical resources, managers and leaders of all levels, accountable for their choices and performance.

4. Choose a tool adapted to your reality

There is a great variety of options and tools on the market. When choosing your helpdesk or service desk tool, it is essential to evaluate the available products with discernment and objectivity, but above all, to evaluate them according to your needs. Do I need a self-service portal or a CMDB or merely a standard ticketing tool allowing my team to respond to incident-type tickets? Software solutions today offer multiple and varied features; it is important to rely on a tool representing the cure for your ailments; the one that can solve your daily problems.

Choose your helpdesk tool based on its development potential and your use all of the software functionality.

Utilizing only 20% of the software, while paying for its entirety, does not make a lot of sense for an organization, unless it sees profits elsewhere. Wisely evaluate the budget allocated and build on a maximum return on investment. To do this, use performance indicators to determine the big picture.

You can also compare tools depending on your business maturity – organizational, per process, by product, service, etc. –and your ability to operationalize certain processes.

5. One step at a time

A new query management tool must be implemented gradually and must be carefully planned. Proceeding in stages is the best way to accomplish a successful implementation. To use a new solution, it is also recommended to dispose of the resources based on roles and experience. It is best to select the Level 1 resources receiving the calls while the senior officers can deal with management problems. Using a self-service portal that acts as a one-stop shop cannot be established overnight.

6. Client rule, learn how to speak their language

For every request, there’s a requester. However, some companies seem to forget that, as they focus more on their processes, methodologies, and classifications. Focusing on customers is essential for the proper conduct of a project and will directly add value to the consumption the self-service portal for your end-users.

7. Go elsewhere, get inspiration

Other organizations like yours respond to similar requests. Learn from testimonies and service desk experience in your industry it will surely help you move forward and better plan the implantation processes.

8. Investment towards the quality of services

Replacing your outdated or archaic tool is a way to invest in the quality of your service and improving customer satisfaction. The acquisition of a service desk software solution is more of an investment than an expense. With set objectives, a plan and a client focus, cost rapidly becomes leverage, notwithstanding the contagious adoption, it can create within your work teams.