No matter how well designed a project or how talented your staff, issues are always going to arise. As a project manager, IT manager or customer support specialist, it’s your job to resolve these quickly and efficiently, so things stay on track. This makes an effective ticketing management system essential.
But not all ticketing systems are the same – in cost or functionality. In this piece, we’re going to look at how ticketing management systems work, some of the different types available and how to find what works best for your needs.
Ticketing management software, also known as a ticketing system, is a software solution that helps you manage and track tickets, which are issues and support requests.
A ticketing system helps you keep all your tickets in one centralized location, where you can assign them unique identifications and manage their prioritization and assignment, and ultimately, resolution.
The purpose of these systems is to enhance organization and efficiency, allowing you to improve response time and enhance collaboration throughout the support process.
How they work is fairly simple. Depending on your needs, you may have an internal or external request for support. A ticketing system lets you create a ticket to log this request. This ticket is then categorized based on its type and priority. Some ticketing management systems require manual sorting, while others allow automated workflows that categorize, submit and assign tickets automatically.
Based on this information, the ticket is then forwarded to the appropriate team member, whether that’s an IT professional, customer support specialist or someone else. They take the necessary steps to resolve the issue or do what they can before passing it on to the next person. Each ticket is noted and when the issue is resolved, it’s closed.
There are several benefits to using a ticket system to manage support workflows, including:
Using ticketing software allows you to streamline your support process. When there is an issue, it can be shared with relevant personnel immediately. This eliminates unnecessary pass-offs between departments, which improves efficiency while reducing response times.
Efficiency in project management, software development or customer service and support calls for a high level of organization. This is especially true if you’re dealing with a lot of requests.
Using a software platform to manage tickets makes it easy to categorize, assign and track request. It can also give you at-a-glance information about status and help your accelerate important tasks.
Using a ticketing software system for project management or software development, you can help you keep a closer eye on your costs. Reporting and analytics features can help you track budgets and variances, as well as perform proactive corrective actions.
Without a ticketing system, customers and team members have to directly contact support staff with issues. A ticketing system eliminates the need for this direct contact by automatically sending issues to the right person or department.
It also provides a way for everyone involved in the issue to communicate in one centralized location, thereby eliminating redundant work and keeping every up to date with the status of the issue.
A ticketing system can also help you make data-driven decisions by providing you with long-term information about trends and issues. For example, if you’re repeatedly seeing breakdowns in one area, it’s a sign that you may need to look closer at what’s going on there.
Ticket management software allows you to track data about issues, so you don’t have to manually search for areas of weakness and opportunities for improvement.
The benefits of using ticketing software are numerous, but how do you find the right one for your needs?
The first thing you will probably want is a system that offers automation. By automatically sorting and prioritizing tickets, this frees up your team to resolve the issue.
You’ll also want a ticketing system that integrates with your other business-critical tools. The ability to pull and use data from your existing software streamlines operations and decision-making.
Documentation functionality is also essential to ensure things don’t fall between the cracks and appropriate teams are involved. This also makes it easier to generate and share reports with stakeholders. You will probably want a platform that allows you to track metrics and measure performance via comprehensive reporting and analytics.
Before selecting a platform, you should examine the user interface and ease of use. Some systems offer extensive options and functionality but come with steeper learning curves. Make sure you’re finding the right balance of functions and usability.
Along these lines, you should also consider customization options. No two businesses are alike, and what works for another company might not work for yours. Choose a solution that is flexible to your needs as well as easy to use.
DoneDone’s ticketing system was designed to make the entire ticketing process, from initiation through resolution – and it does this in addition to its project management functionality.
Our Mailbox + Projects allows you to create customizable statuses, assign personnel, add tags and monitor deadlines from one dashboard.
Designed to work in the manner that best suits your team, you can swap between Kanban boards and list view, adjust statuses and structure actions in the way that’s most efficient for you. And it integrates with your favorite tools, including Slack, Google Drive, Harvest and Github.
With all the tools you’re looking for, DoneDone helps you simplify complex workflows, instantly create tasks from emails, bulk edit and drag and drop files as needed. Free guest users and email notifications make sure everyone stays in the loop. And best of all, it’s the one of the lowest priced ticketing systems on the market.
DoneDone gives you issue tracking, help desk and project management in on easy to use tool. From a single platform, you can create custom workflows, communicate with clients and stakeholders and monitor progress.
Experience it for yourself. Contact DoneDone today for a free demo.
No credit card needed. Just sign up for a free trial, invite your team, and start getting things done with DoneDone.
Questions? Contact Us.
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