6 Practices to Streamline Ticket Management for Your Business

Your customer service can either make or break a brand. The best brands in the world stay at the top by resolving their customers’ queries quickly. They offer smooth, quick, and quality customer service. This ultimately improves their retention ratio and establishes trust among their customers.

The best brands in the world like Google, Amazon, Apple, and FedEx, have stayed at the top by offering the best customer service. Customer service is an extension of your values and mission. It leads to loyalty and referrals. And it ultimately impacts your reputation.

But resolving clusters of your customers’ queries can be a massive challenge. And you can accomplish this challenge with the help of advanced ticketing system software. A ticketing solution comes with all the cutting-edge features that make your employees’ jobs easy. It also boosts your response rate and query solving capabilities. But it goes without saying that you must know the best practices of using a ticketing system. These practices help to streamline your ticket management for your business. Here, we are going to discuss the top 5 ticket management practices that you should know.

Top 5 Ticket Management Practices that You Should Implement

Decide on How to Prioritize Tickets

To streamline ticket management for your business, you first need to decide how to prioritize tickets. Mainly there are two approaches to prioritize tickets. Let’s have a look at them one by one.

First in/ First out

As the name suggests, in this approach, you list all the tickets in chronological order and start moving from the oldest ticket to the newest. It’s an effective prioritization method if your business has SLA adherence. It’s also suitable for smaller support teams as it can offer faster response times, optimize workflow, and minimize ticket backlog. One of the cons of this method is that it’s not flexible. It’s not suitable when you have got a ticket backlog that comprises cases of varying nature. 

Urgency-based prioritization

In this method, you can prioritize tickets based on urgency. You can create customer segments and categories that will help you to determine the magnitude of urgency. For instance, you might look to resolve the ticket raised by a VIP customer first before moving to the other tickets. Similarly, you can group different types of queries and assign them to teams trained to resolve such issues. It will help you in resolving tricky issues in less time.

Use Automation

One of the significant advantages of a ticketing system is its automation capabilities. You can automate to cut human error. You can ensure that you’re assigning all the tickets to the respective departments.

You can also set alerts for important tickets that are time-sensitive. Setting alerts for overdue and idle tickets is also possible with automation. You can also automate the request reassignment process to gain higher efficiency. Suppose a representative is unable to solve the query. In that case, you can use keyword tags like “system crashed”. These tags alert the other experienced representatives who can resolve the issue. These tags can make your workflow seamless. It also ensures that your team attends to each ticket and resolves it from your end.

Implement SLA Alerts

A majority of advanced ticketing systems come with a service-level agreement (SLA). SLAs are nothing but an agreement between you and your customers. It defines the resolution time and response expectation level that you offer to your customers. SLAs ensure that your representatives resolve every ticket. It also sends notifications whenever a ticket reaches the predefined threshold. Suppose you’ve set a target of resolving all tickets within 24 hours. So, you might receive notifications for all those tickets that are approaching the 24-hour mark.

Keep Records of the Past Tickets

Keeping a library of previous tickets can prove to be handy for your representatives. Many times, they encounter tickets with issues that they have already solved before. Thus, having a record of past tickets enables them to refer to those tickets and offer a faster resolution. Secondly, a record of past tickets also helps you assess KPIs like average response time, ticket close rate, average resolution time, etc. You can gain critical insights from these data and take appropriate actions to improve your performance.

Enable Self-Service

Higher escalation of a ticket means a higher cost of resolving it. As per the data from Informa Tech, the average cost for ticket resolution by escalation level in North America are as follows:

  • Level 1 Ticket: – $22
  • Level 2 Ticket: – $91
  • Level 3 Ticket: – $195
  • Field Support: – $416
  • Vendor Support: – $1015

As you can see, the price of ticket resolution increases as it reaches the next level. You can avoid this by introducing self-service with an advanced ticket management system. You can empower your customers to resolve their problems without contacting the support team. The self-service portal is a growing trend. According to a survey by Microsoft, around 90% of customers expect brands to provide a self-service portal.

Conclusion

In today’s day and age, no customer wants to wait for long periods. Customers expect quick resolution of all their queries. And that’s why businesses are investing in next-gen ticketing solutions. These solutions can improve ticket resolution performance. If you also have a business that needs to offer a quick resolution. Then you can go for a robust ticketing system software to resolve all your customers’ complaints. I hope this blog helped you to discover the best ticket management practices. Implementing these practices in tandem with your ticketing system will help you achieve higher customer satisfaction and retention ratio.