What Should an Internal Ticket Management System Do?

Wouldn't it be nice to have better all-around team productivity from your web help desk? A help desk that is up to speed can do all sorts of valuable things, like deliver lightning-fast support responses to all your internal customers, save time for all team members by offering a vast knowledge base, and much more. But getting an excellent web help desk up and running isn't as easy as wishing it to be. The task calls for specific skills, determination, and a mission-oriented attitude on the part of those who set up the help desk.

One of the core functions, among many, that the help desk performs is related to internal ticket management. Before setting out to create a desk with top-notch ticketing capability, make sure that your own, or your team's, skill levels are where they should be. That's because you're really doing several tasks at once. When the job is done, you should be able to check off, in the affirmative, each of the following capabilities of your new system.

General capabilities

If you've set up your internal ticketing system correctly, you can look forward to a company that is highly organized and able to stay abreast of a large volume of internal service requests. With the right software in place, and a team that knows how to use it, you'll be able to turn each support request into a ticket in a matter of seconds. Your new ticket management system lets you both assign and carefully track every ticket, and make sure each one gets to the right team member based on their skills and ability to resolve specific issues.

Between the initial request and final resolution of all issues, managers can easily deal with the entire life cycle of all tickets.

Full-Scale internal support

Full support means all-around capability to deal with any employee's need for assistance at any time. If you want your ticketing to reach its potential, include not only internal customer survey forms and live chat capability, but also a comprehensive resource for self-help (usually in the form of an easily searchable knowledge base). Some corporations add how-to tutorial videos, detailed self-help content, research papers, customer case studies, and hundreds of relevant FAQs to their knowledge bases. As a result, they see a decrease in the need for support tickets by as much as 85 percent.

If you want your ticketing to reach its potential, include not only internal customer survey forms and live chat capability, but also a comprehensive resource for self-help.

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