5 Benefits of an IT Ticketing System for Conversations and Questions

The average cost to handle a service desk ticket is over $26 per request. If your IT department gets a significant number of tickets every day, the costs add up fast.

An IT ticketing system can help reduce those costs while providing several other benefits. Let’s look at the 5 benefits of using ticketing software.

1. Ensure Tickets Get Assigned to the Right Agent

Some team members are better suited to handle certain questions or requests. A business ticketing system lets you assign the person with the most relevant experience or expertise.

This will help lower the average handle time for each ticket since everyone on the support team can focus on the issues they know best.

2. Reduce the Number of Duplicate Replies

If you’re using email or another messaging system to manage support requests, there’s a good chance that multiple agents could respond to the same request. This wastes time and can be embarrassing, especially if the replies aren’t consistent.

When requests come in through a ticketing system, it tracks them at every step. If another support rep has already replied, that’s clear in the ticket.

3. Create a Knowledge Base

A lot of questions don’t need a support agent’s input. Instead, common questions can be addressed in a knowledge base where clients can find their own answers.

Most IT ticketing systems let you create a knowledge base, or FAQ/frequently asked questions, section to address those issues. They also give you insight into what questions come up over and over but may not have occurred to you.

For example, if your internal IT team recognizes questions employees ask repeatedly, you can quickly add the answer to the knowledgebase. This lets you increase value and reduce the demand on your support team over time.

4. Automate Replies with Canned Responses

Sometimes you get questions with a common theme, but each one is different enough that a knowledgebase entry doesn’t work very well. In these cases, a ticket system lets you create canned responses that your support team can use.

These responses provide a template for the response with fill-in-the-blank sections to tweak the answer for each situation. This reduces the time it takes them to type up the response and reduces the chance of errors.

5. Track Important Metrics

A ticketing system gives you insight into how your support team is performing. These systems track various metrics, including:

• Average first response time
• Ticket backlogs
• Average resolution time

Some ticketing systems also have a user feedback system to leave “reviews” for the service customers received. This can help you identify the top performers on your team and the agents that might need extra coaching.

An IT Ticketing System Will Stop You From Wasting Time and Money

If you deal with more than a handful of support requests every day without an IT ticketing system, you’re leaving money on the table. You probably don’t know how your support team is truly performing either. Take control of your support desk by implementing a ticketing system.

Check out our site’s Business and Technology sections for more helpful articles about improving your IT support.