What Is Ticketing Application /
Issue Management Software?
Ticketing management software
assists the organizations in capturing, tracking and resolving tickets/issues
as quickly as possible so that issues raised either by external customers or
internal team, are tracked and effectively closed. Ticketing
software is
also known as Issue management
software.
What Is the Importance of the
Ticketing Software?
Ticketing
Software assists organizations in ensuring that no issues/tickets raised is
unattended and promptly acted upon. This improves agent productivity and
enhances customer satisfaction. Automated ticket
management software minimizes chances of human errors/slip-ups and
at the same time, tickets are closed in minimal time due to tracking &
highlighting of issues.
The overall
productivity of the team can be increased by using the software. The Timesheet
Application also assists in optimizing ticket closing time
which enhances customer satisfaction.
What Are the Benefits of
Ticketing Software?
Some of
the benefits of Ticketing Software or Issue Management Software are:
1. Track
Every Ticket / issue raised
2. Alerts
and Notifications
3. Prioritize
& Categorize Tickets
4. Data
and Analytics
5. Set
deadline to close tickets for Critical / High priority tickets
Track Every Ticket:
Track every ticket from the beginning point to the end / closure. This software
tracks each ticket at every point, comments can be added against the tickets
for those linked to the tickets and visibility provided to customer for those
raised by external customers. The management can check the status of each
ticket and update the clients accordingly
Alerts and Notifications: Alerts and notifications
are major benefits of this software, which ensures that high priority tickets
are attended to promptly actioned and closed. Whenever a new ticket is raised
by end-users the system notifies the team members.
Similarly,
whenever a ticket is assigned to a specific technician then the concerned
member is notified and an email is sent regarding the same.
Prioritize & Categorize
Tickets: It is
very important to categorize the tickets, as well as assign the ticket to the
right technicians, who are specialists in resolving those tickets according to
their area of expertise. It is important to know that the critical & high-priority
tickets need to be resolved as quickly as possible, otherwise the businesses
can suffer due to loss of confidence from Customers. Hence, it is important to
categorize the tickets. It is also helpful in resolving tickets more quickly
& delivering effective and productive work.
Data and Analytics: Data analytics are particularly
very important, especially in terms of making effective improvements in the
business. Our ticketing software provides information related to tickets /
issues raised, time taken to close the tickets and aging of tickets to
highlight areas of efficiency and deficiency so that tickets are closed
efficiently.
What Are the Best Ticket Management Practices?
The best ticket
management practices in an organization are:
1. Promptly
record / capture the issues raised
2. Provide
training to the technicians
3. Categorization
of the tickets
4. Prioritize
the tickets
5. Follow
SLA’s on tickets
6. Utilize
data analytics
What Are the Various Stages of a Ticket?
The Various stages of a
ticket are,
1. Capturing
issues
2. Tracking
the issues
3. Assigning
resource to monitor/close the issue
4. Keeping
regular tab on the status of the ticket
5. Updating
the status
6. Complete
and Close tickets
What Are the Standalone Features
of the Ticketing Application / Issue Management Software from Hourglass IT
Solutions?
1. Excellent
User Experience
2. Seamless
Team Collaboration & Productivity
3. Seamless
integration to Hourglass IT - Timesheet
Application
4. Personalization
(Personalize ticket view based on the preferences)
5. Canned
Response (Respond to Tickets quickly with frequently used saved response
templates)
6. Tagging
team members (Feature that is used for ticket categorization, Filtering and
Automation)
