Service Desk Ticket Handling Process – 10 Best Practices

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service desk ticket handling process

If building a strong customer service culture is an art, then service desk ticket handling is its essence!

Yup, but it never comes free of cost.

Cost-per-ticket for support teams ranges from $2.93 to $49.69. Whereas the average ticket cost accounts for $15.56.

Considering which, outsourcing service desk is always a better option to save you from the most draining processes right from setting up an internal team by shedding your sweat and blood.

To cut to the chase, the average cost per minute for handling a ticket is $1.60.

And you certainly wouldn’t want your dollars to not see the dawn.

Here are the top ten best practices for the service desk ticket handling process, at your disposal.

1. Make Prioritizing Your Top Priority

There are two ways to order your tickets, which are listed below. In and out first. Support requests are handled using the first-in, first-out strategy in the order that they are received.

Using a chronological approach helps improve workflow and avoid a backlog. Put tickets in order of urgency.

Most ticket management systems can process emails and produce the essential contact information, issue specifics, and customer impact information.

Your staff will be able to determine which tickets to handle first depending on the kinds of issues your customers are experiencing thanks to this information.

2. Let Urgency be the Weighing Scale

This step is essential regardless of whether you’re ranking tickets according to urgency or not.

Support staff members can determine the most urgent issues and allocate time for them thanks to this categorization.

When you receive a significant number of tickets that require quick turnarounds, effective time management might mean the difference between success and failure.

3. Prioritize the Pricey Problems

Ideally, you should handle every customer fairly and swiftly address any issues they may have.

However, you might think about giving consumers in higher payment tiers priority if you have a small workforce processing a huge volume of requests. And processing their requests quickly.

If necessary, establish a VIP category inside a first-in, first-out system to guarantee that important clients receive first-rate care.

When it comes to giving priority, solving the issues of paid customers before moving on to free customers is typically the case with support tickets.

Businesses frequently have a third customer category above these two: VIP clients.

Depending on which client category has the most tickets, the choice changes here. Support teams are still able to take the issue’s urgency into account under this priority technique. Accordingly, preference can be changed.

4. Keep Tabs on Ticket Statuses

Make sure each ticket is given a status to speed up workflow; for example, you may use the tags “Open,” “In-Progress,” “Pending,” or “Closed.”

You should be able to simply examine any fresh changes on a central dashboard and keep track of each ticket’s status with the aid of ticket management software.

By doing this, you can monitor the status of each ticket and avoid losing track of or ignoring requests.

5. Let the Workflow Take its Course

By establishing alerts for significant clients or extremely urgent complaints, you can automate your process. Alerts for inactive and overdue tickets can also be created.

You can make sure your key customers are getting immediate support and that no requests go unanswered for too long by reducing the potential for human error.

Automate the reassignment process when a representative receives an alert for a problem they are unable to resolve by utilizing keyword tags like “the system crashed” to notify other team members who are more qualified to handle this particular category of issue.

These tags streamline processes and keep complex tickets from slipping through the cracks.

6. Keep Your Customers on the Loop

Automate initial customer communications and add an expected time of resolution.

When issues are finally fixed or if it’s taking longer than normal to find a solution, send appropriate notifications.

Even if you don’t have a rough schedule in mind, the customer will like the constant updates and assurance that you’re paying attention to their issue.

7. One Response Fits All

The process of creating unique answers for each client is time-consuming and impracticable.

Template messages might inform your customers that you’ve received their request, provide them with an estimated wait time, and reassure them that you’re taking care of their issue, or let them know that the issue has been fixed.

Customers won’t demand customized responses, but you may make prepared messages less generic by creating a template that takes into account each client’s unique issue.

8. Show How Cool the Buffet System Is

Common issues frequently recur, time and time again.

Time and effort are wasted by continually answering the same inquiries, and your customers may become impatient while they wait for solutions to reoccurring issues.

Customers frequently prefer to assist themselves when possible.

By creating peer-support portals or a searchable collection of IT expertise, you can enable your clients to handle simple issues.

Ask your team to develop and publish the solutions to frequently asked questions so that they can ultimately save time and effort.

9. Don’t Turn off the Ticket’s History

A ticket may be handled by numerous people as it passes through the service desk and escalations.

Each new employee handling a ticket must have access to the complete documented history of the case in order to give service desk clients the best experience possible.

As a result, the customer won’t have to explain the problem repeatedly to different IT support staff members as the ticket is handled.

10. Be a Maestro of the Metrics

IT organizations that strive for IT service excellence must follow the data.

The first step to improving IT ticket handling is the accurate measurement of critical service desk metrics, sometimes called KPIs.

Service desks should strongly consider measuring at least the following KPIs:

  • Average response time
  • Average resolution time
  • Average overall ticket handling time
  • Ticket escalation rates
  • Self-service usage rates

To Make a Long Story Short,

“If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers.”

– Shep Hyken

Following the ten practices is secondary and taking good care of your employees comes first.

Your visions are doomed if you don’t have the right kind of people to work for them.

Ticket handling is nothing but being there for your customers when they need you the most.

And your employees will make it their top priority when you make their hearts smile by being there for them.

So, all of this boils down to you having a good relationship with your workforce, making them armed to adapt and follow the best practices for an effective service desk ticket handling process.

Ignore the best practices now, wet your hanky later!



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