Knowledgebase

Help Desk Tickets Management

Help Desk Tickets Management

The ticketing system is a tool that companies use to manage processes, tasks, service requests, and issues for the benefit of its community of users. The system therefore helps the service desk perform its functions efficiently such as serving as a point of contact between the service provider and the users.

The term Ticket is almost always synonymous to an issue, a problem, query, or complaint that’s submitted to a specific team whether technical support, customer service, billing department, or sales department.

That said, our Help Desk Ticketing System has the following features:
  1. It is accessible and easy to use.
    Automating your systems and processes is going to be pointless if not all customers will be able to use them. To counter this, you’ll want a ticketing system that should be accessible to all users via a web interface such as an intranet (for internal users) and the internet (for external users).

  2. It can send tickets through multiple channels.
    Users should be able to send a ticket via phone, email, or through an account that’s been registered with the company website or system. The idea is for customers to be still able to relay their concerns should one of those channels encounter glitches.

  3. It lets users view the status of tickets.
    For customers, there is nothing more frustrating than not knowing what’s happening to an issue or complaint they raised with the company. Letting them view ticket status makes them feel more at ease and less hostile. Just be sure that there’s a way for public and private actions on tickets to be filtered, as not all entries on the ticket need to be made viewable to customers.
    Internal teams or departments also have access to ticket status since this is a good way to establish collaborative action and sharing of workload.

  4. It provides customers an option to deploy self-service.
    Although most help desks operate 24/7, some customers still prefer to do things on their own, and this is where a self-service portal is most handy. Here, you can put up FAQs, forums, and a shopping-cart style for product orders or service requests.
    The idea is to provide customers quality support with more control on their hands at the time they need it, as well as in the platform they are most comfortable with.

  5. It can track a ticket’s history.
    A ticket history needs to be preserved for several reasons: to track the progress of a project or event, as a support document for disputes, or to trace where a problem originated. Even when a specific matter has been resolved, the ticket should remain in the system and marked as closed but never deleted since you’ll never know when you need to go back to a particular ticket history.

  6. It has an efficient and a comprehensive notification alerts system.
    A good ticketing system has various mechanisms to issue notifications about system activities to all end users. Any change in status, for example, will prompt a message through notification emails or SMS sent to customers. Such emails may contain a link to your portal, where all details about that particular activity are posted.

  7. It supports grouping of related tickets.
    Your help desk agents can maximize the use of a ticketing system that allows them to sort related tickets such as those that contain FAQs or recurring requests from users who may be new to the system. Related tickets may be collated so that it becomes easier for help desk agents to issue a uniform reply in one go.

  8. Canned Responses.  
    Canned responses are pre-populated help desk messages that allow customer support agents to respond quickly to customer issues. A catalog of canned responses can increase a customer success team's efficiency, allowing them to provide more resolutions to more customers, quickly and efficiently.

  9. Reports
    Monitor technician performance and real-time billing data with help desk reporting. Track customer support needs by location and incidence frequency, and spot and fix potential issues before they can become issues. Graphic reporting tools make it “at-a-glance” easy.

HOW DO I VIEW THE TICKETS
In order to be able to access tickets, follow the instructions below;
  • Login to your G7Bill Inc account as an administrator
  • On the left menu of the DASHBOARD, Navigate to Support and then Tickets
  • Then choose what you would like to do by clicking on the respective TAB.
How do tickets get into the system?

Tickets can get into the system through any of the following means;
  • Clients can send in a ticket when they are logged into their G7Bill Inc account.
  • Tickets can also be created when a client sends an email to the support sales@g7bill.com
  • Tickets can also be created through the Tawk or a chatting system
  • It is also possible for an agent to create a ticket on behalf of a client as an administrator by sudoing into their account, navigating to help desk and add a new ticket. This is done through a process called sudo.
Sudo is a way that allows system administrators to have access to the users account without having to use their credentials to login to their account.

What can be done on the tickets page?
  1. It is possible to search for a ticket based on any criteria such as the ticket id, the date when the ticket was created, the ownerid of the tickets among many more other things.
  2. It is also possible to download tickets.
  3. It is possible to view a report about all the tickets and know which tickets are awaiting response, which ones are open, which ones are on hold as well as those which are closed.
  4. It is also possible to view the details of the actual ticket that was generated such as the subject, the details os the ticket, the last reponder among many more other details

Ticket Status Definitions

Awaiting This is when ticket or email has been sent by a client asking for help and it awaits response
   
Open This is when a ticket/ email has been responded to by the support team and waits for confirmation from the client if all is well.
   
Hold This is when ticket is/ email is being investigated to find out solution to issue in question this notifies client that a solution would be provided soon.
   
Closed This is when the ticket has been responded to and client is satisfied with the solution.

Conclusion

The ticketing system thus is one of the best ways to track clients complaints raised and avoid any slipping through the cracks. It helps to keep a record about what a client requested support on, who responded to them, what support response was given to them, when they responded to them and what else was left unresolved. It thus becomes a good monitoring system that helps the Human Resource to assess how the team is working as well as giving the company a better report about how the company is fairing as regards to customer support.