Tech Support Ticket Management 101

Helpdesk operations can quickly become overwhelming, especially when support requests hit their peak. It can be difficult to know which problems to troubleshoot first, especially when multiple users flood your helpdesk claiming “urgency” or “high priority.” Tech support managers and specialists can navigate these tricky waters by implementing task prioritization systems, researching possible solutions, and deploying aid with personalized customer service approaches.

Prioritization

Tech support team members must be able to communicate prioritization of tasks to scale response times accordingly. A combination of tags and color markings can be the most effective way to mark priority. For example, immediate or overdue tasks could be marked red, so that upcoming shifts understand the urgency of a particular ticket. Other teams might find it easier to use certain tags or numbers to mark priority, labeling extremely important tasks with a level “1” and minor upkeep tasks with a level “5.”

Research

When you’re providing support to company users, don’t just give them the first solution that comes to mind. Come prepared with several options, just in case the first suggestion doesn’t work. Take some time to delve into the tech issue and research potential outcomes of your troubleshooting actions. Research plays a crucial role in support ticket initiatives, because the solutions might have unanticipated consequences, such as data loss. Investigating outcomes before applying a solution can help you resolve a ticket on the initial attempt.

Customer Service Skills

Tech support specialists must have a certain amount of interpersonal savvy to conduct troubleshooting in a way that is empathetic to user needs. Support managers should cultivate strong customer service skills during training sessions, so that employees are equipped to assist users with various skill backgrounds. Customer service skills can also go a long way in diffusing tense situations, especially when users become frustrated with their technology.

Identifying Needs

Organizations can better assess future support strategies by partnering with business consultants that can analyze true tech needs. Many companies make the mistake of allocating funds toward unnecessary purchases, when workflows can be resolved with current technologies. Third parties can provide companies with a refreshing outside perspective and suggestions on how to streamline business processes.

Cut down on support wait times and reduce your ticket queues through better prioritization, solutions research, and customer service awareness. Active ticket queue management can prevent helpdesks from spiraling out of control. Addressing these steps can help your company leverage current and future technology more effectively.

Boris Dzhingarov
Boris Dzhingarov is an author for the 'corePHP' blog. Business technology news, views and insights. Boris is a Hawaii based seo consultant, he has written many online publications about marketing trends. Boris also consults other Businesses on how to handle their online marketing campaigns and make them more successful and efficient. He also heads up 28 of her own blogs, 4 of which are currently viral due to the nature and quality of the content.