When you run an organization with hundreds of employees and thousands of customers, problems are bound to happen. It could be a problem originating from within your organization or it could come from a customer’s home or office. Regardless of its location, you must solve the problem before it hinders a critical operation or sends the customer to one of your competitors.
However, you can’t solve the problems of your staff and customers on time when you give each issue the same priority, technical level, and turnaround time. For IT support in your organization, a ransomware attack on your critical infrastructure is of much higher priority than an employee trying to reset his password. Moreover, the former is a technical issue of a higher level and may require escalation to technical teams. Resetting the password can wait; the ransomware attack should be fixed as soon as possible.
This level of control and hierarchy is difficult to achieve in a system with traditional methods of record keeping such as spreadsheets and messaging boards. Therefore, organizations are moving towards modern ticketing systems to manage chaos at their support centers.
What is a ticketing system?
Tickets are what support reps like to call complaints that they receive via phone, email, chat, social media, and various other mediums are central to modern ticketing management systems. A ticketing system makes it easy for the support people in your organization to create, prioritize, and manage tickets.
In addition to support, ticketing systems are gaining prominence in quality and testing teams to go back and forth with production teams regarding quality control issues. The trend is common with IT, manufacturing, processing and packaging industries. Moreover, IT teams use ticketing systems for internal communication.
How does a ticketing system work?
A ticketing system works in three stages at a support center:
- A support rep raises a ticket in response to a customer’s complaint.
- The backend team assigns the ticket a priority number (Low, High, Urgent), technical level (L1, L2 & L3), deadline, and a handler.
- The handler resolves the complaint and lets the support rep know who shall close the ticket upon the customer’s consent.
The roles may vary depending upon the team and target audience of the ticketing system. For example, in an IT system, your employees replace the customers and the IT person replaces the handler. The way ticketing systems work remains the same. However, they might have evolved to become something else. This is especially true where ticketing systems replace emails and chats as a mode of communication in development centers and research facilities.
Types of ticketing systems
At the lowest tier is ticketing system software found in helpdesks and support centers while the more evolved ticket system software used by software teams occupies the highest echelon, acting as full-fledged project management systems. Let’s take a look at each of them:
IT project management ticketing system
For IT departments managing multiple software development projects, keeping track of inter team communication is a demanding task. Organizations are increasingly moving towards a ticketing management system for project management. In a CI/CD pipeline, a log is autogenerated every time a developer introduces a code change to the repository and a ticket is generated every time a tester finds a bug in the code change. In a project management ticketing system, logs concern testers while tickets concern developers. The tester closes the ticket as soon as he runs out of bugs to report. Of course, things are a little more streamlined in DevOps teams, but you get the idea.
What could have been a back and forth blame-game session between testers and developers on a Slack channel turns out to be a simple system of logs and tickets thanks to a ticketing system.
Helpdesk and customer support ticketing system
Support teams are supposed to be an organization’s biggest asset. They are the ones in constant communication with your customers, from helping them change their registered email address to reversing an unknown charge on their credit card.
Without a support ticket management system, your support center is in the dark. With ticketing system software, it’s easier for you to file, manage, and resolve your customers’ and employees’ complaints.
Modern help desk ticketing systems also bring a fair amount of automation. This includes the ability to automatically send an email to a disdained customer as soon as their complaint is resolved.
Features of a ticketing system
A ticketing management system that empowers your team to always stay on top of customer requests and solve their issues as soon as possible must have the following features:
Whether it is a participating developer, the support rep, or people at the escalation desk, accessibility should be seamless and device independent.
It’s important to take into account that not all of your customers speak English. You should choose a ticketing management system that offers multilingual support.
Priority flags and level are a must-have in a ticketing system software and support ticket system software.
Every customer is unique, and the ticketing system should be as well.
An unattended complaint around its deadline should inform the handler of the negligence and the customer of possible delays.
How to create a ticketing system
SaaS tool integration
You may bring the goodness of your favorite ticketing system to an existing suite of software such as an ERP or CRM with APIs or via 3rd party integration. SaaS tool integration saves on upfront and upgrade costs and is perfect for organizations with typical support teams and workflows.
CRM or ERP system
Ticketing systems are common modules found in today’s CRM and ERP systems. Vendors market them under ‘support’ and ‘personnel services. Our ERP system, Vault ERP, markets the feature under the Personnel module and also the Clients module.
Custom software development
For organizations with specific, unique needs, an existing help desk ticketing system in the market may not be suitable, meaning they must develop their own. Custom ticketing system software is gaining popularity as organizations are bringing more of their department under the purview of ticketing systems. Ticketing systems in the market were developed with support as the target market and are difficult to customize. However, custom software development does the trick.
Rare Crew develops custom ticketing system software to ensure you have an unchaotic experience at your support and development centers. With the technical experience acquired in more than a decade on the market, we have built our own ERP solutions that have helped our clients across the globe. Expertise in custom development, business operations, and process management gives us a solid background to not only create a solution or a feature for you, but also to guide you and explain all the possibilities for your company.
Now it’s your turn. Are you ready for your first consultation?