There are a few steps to follow in order to build a web ticketing system. An integral part of every business is its service to its customers. Thus, many business owners create virtual systems to manage their IT requests and provide quick, quality support. They rely on an online helpdesk ticketing system to offer valuable customer support, track business tech support issues, and improve collaboration on all levels. As a business owner, it’s helpful to know how to create your own online ticketing system to support your customers. Read the following guide to effectively create a web ticketing system.
Determine The Necessary Features
First, it’s essential to understand the features necessary for a web ticketing system. Find a system that boasts versatility, customizability, and positive interactivity. In particular, seek an intuitive interface that is easy for customers to navigate. This guarantees that they can understand how to use the ticketing system without issue. Additionally, an intuitive interface insures quick resolutions and higher efficiency. Consider the conversion of email into tickets as an important feature. Email is the main source used to produce tickets. Further, make sure that your ticketing system has an automated ticket assignment function. This feature also aids in quick resolution and simplifies customer interaction. Lastly, look for social media and live chat integration tools. These functions help monitor social media platforms for incoming support tickets, converting them to tickets.
Create Ticket Routing Workflows
Furthermore, establish workflows by creating a ticket routing function. By doing this, you can easily define how incoming inquiries are dealt with. A proper workflow categorizes an inquiry by its category, the time it is received, the customer and channel involved, and other relevant criteria. Remember that you should not automatically assign an agent to each incoming ticket. This is not an effective method of addressing tickets because it disturbs the efficiency of the workflow. Instead, integrate self-service functions, such as FAQs and AI chatbot apps, and only elevate customer issues to agents if necessary. Indeed, having an efficient ticket routing workflow is an important part to any ticketing system.
Onboard & Train Support Agents
Next, it’s crucial to onboard and train support agents effectively. Establish the amount of people required for your IT support team. This number depends on your user base and typical number of requests. After, familiarize your agents with the inner-workings of IT ticketing software. Establish your goals with the support staff. Importantly, you must dedicate the time and budget to training and onboarding your staff. This is a key step in successfully building a ticketing system for customer support, as your staff will represent your business. Train your workers in regular sessions so they can gain knowledge, experience, and confidence in IT support. With a well-trained team, you can retain customer satisfaction and attract potential users.
Execute Ticket Management Operations
Further, execute ticket management to support your ticketing system. Once launched, the system will implement ticket routing automation and the support of your IT team to deliver tickets. Manage your tickets in the best way possible by first facing the reality of most ticketing systems. Most customer support tickets tend to be repetitive and should be addressed with the online system. This saves the support agents more time and energy to focus on more novel tasks. Be proactive with the repetitive tickets that come in by automatically attaching solutions from existing knowledge bases. This promotes organization and efficiency in your ticketing system, while making the lives of your customers and IT support staff much easier.
Test The Support Ticketing System
Lastly, you must test your support ticketing system. Go through the frontend of your site and act as a new user would. Log in as a new user, fill out the support ticket and submit it. Following your submission, you can immediately see the status of your ticket. Additionally, you can reply to your test support ticket submission to ensure that the system is running smoothly. It’s important to test your ticketing software for bugs before launching. Improve the system to the best of your ability before getting your IT team acquainted with the interface. Once they get used to it, you can send them test ticket as well so they can practice resolving them on a time constraint. Undoubtedly, testing your system and familiarizing your team with its various tools will set your operation up for success.
To conclude, many companies use an online ticketing system to help manage their IT-related customer service experience. To make your own, first identify the key features that will make your system a success. Then, develop ticket routing workflows that will encourage an efficient flow between the customer and support team. Next, optimize your ticket system further by answering repetitive requests by attaching solutions from data bases. Spare your agents the time and brain power for more complicated inquiries. Finally, test your ticketing system and make sure your IT team is up to speed. Following these steps ensures that your new online helpdesk ticketing system is up and ready to be used.