• Adnan Khan

IT Ticket Handling Best Practices for Improved Service & Support

Updated: Mar 14



IT ticket handling, one of the important aspects of IT companies, helps businesses to consolidate their end-users. This provides support to the businesses by streamlining all the desk-related works. With the IT ticket handling process, you can provide excellent customer satisfaction. A proper IT ticket management system helps the firms with the smooth implementation and handling of support tickets.

Mostly every firm has to maintain the continuous arrival of service requests. This is the prime reason one should manage and maintain a complaint management system to match up with the demand. There are many support services that help you to enhance your ticket management process flow and provide better service desk solutions.


Let’s give a glance at what ticket management is.

What is a ticket management system?

The ticket management system helps the companies oversee requests to resolve issues, like technical challenges. A proficient service desk ticket handling process is fundamental for companies that handle a consistent progression of fixes, changes, and improvement demands, regularly from various kinds of clients with differing needs. The tech teams use ticket management software to develop new programs/software or to fix bugs. It might likewise be utilized by customer support companies that need to report and track client issues. Last but not least, ticketing management provides a superior end-client experience, since it gives direct and transparent insights about certain issue or concern that has been raised.


Service desk ticket handling process

The first thing that might come to your mind is “What is service desk process?” With ticketing software, clients or internal employees can report any issues or demand for new highlights. Overseeing such a framework requires the creation and updates of "tickets" that contain all pertinent data about the issue or request.


You might be thinking ‘How do you handle a ticketing system?’ Let’s see how the ticket system works:


The end client raises a ticket: The individual facing the issue raises the ticket by providing details. They can appoint priority levels or tags to provide added background information.


The team member is assigned with the ticket: An internal person assigns particular team personnel to deal with the issue as they deem fit and as per their expertise. The personnel might also get new tickets when they arrive.


The personnel adds documentation of the concerned issue: The responsible personnel keeps everyone in the loop by adding notes or documents about the ticket regarding the current status of progress. Information and perspectives might rely upon whether the team member or the client is seeing the ticket.


After resolving the issue the personnel shuts the ticket: The concerned person who raises the ticket is notified after successful completion of the issue and the ticket is shut. One can resume the ticket if they have any follow-up questions or demands that will restart the process with the same personnel.


Why is IT ticket handling important?

The greatest advantage of the trouble ticket tracking system is the capacity to see all open issues initially. Rather than each employee physically keeping tabs on their development on a common spreadsheet or keeping up with open issues in their individual inboxes, the whole group can check out the product dashboard to see precisely the number of open issues there are, who's working in which one, and everyone’s status. This customer support software ticketing system isn't only for consumer support divisions; you can utilize it across numerous regions of your business to keep projects well organized.


Ticket management best practices for help desk for improved service and support

Determine the order of handling tickets

It is up to the IT service desk to decide how to arrange and give priority to tickets. Every organization has its own ideal prioritization strategy that is different from others and relies upon a few elements. The most widely recognized models are:

  • FIFO – First in, first out or the one who comes first gets served the first. The tickets are taken care of in sequential order as per when the ticket was raised.

  • There are some cases when the consumer raises an urgent or VIP ticket, then it is mandatory that the ticket handlers, handle that ticket first.

It is up to your association that it chooses to stick to which model as there is no hard and fast policy that they must stick to. It all depends upon business requirements. The most basic thing that you must focus on is the consumers as they must get effective services when they raise tickets.


Avoid needless waiting time for a change authorization

It is needed to get approval from change managers in case of major changes when your company follows the ITIL structure and cycles. This is where the service desk can help as when the approval for any ticket is required, it informs the change manager. With this, the change management and the service desk remain in the loop for timely communication and coordination. Thus, reducing the ticket resolution timings.


Always set and monitor ticket status

To set and monitor each ticket’s status, service desk staff should work accordingly. In this way, they can prioritize tasks and prevent any extra duplicate efforts. They should arrange the tickets in the view of:

  • New or Open

  • In Progress

  • On Hold

  • Shut

For each ticket type, the service desk employees ought to foster steady models.


Grade urgency based on ticket information

IT service and support personnel must work in a standard format. The standard format contains the client contact data, issue description, and the impact of the assessment on proceedings. With this data, they can evaluate the ticket urgency. It helps them to cater to the urgent tickets, thus, making the clients feel trustworthy towards the company. This also ensures the support staff and service alignment.



Move a change forward when the assigned change manager is unavailable

The company must assign a substitute for the change manager when he goes on vacation or takes leave. This ensures smooth functioning and the tickets can be resolved effectively without getting affected by the change manager’s absence. The IT companies must see this in advance while creating the model so that the whole process shouldn’t go to the south in the case of the unavailability of the concerned person.


Enable self-service

By enabling self-service, IT companies can lessen the extra burden that falls on the ticketing system. As the more, the tickets get to becoming resolved, the higher the charges go up. It is one of the potent steps that companies must take to vary from additional charges.


Prevent junk emails from getting into your IT help desk

IT helpdesk best practices include removing all types of junk mails from the help desk. They must give time in configuring the spam filters to eliminate them from flooding the inbox. As if one overlooks the condition, it can cause the actual tickets to vanish in the midst. Thus, creating a bad name for the company. The service desk must resolve the issue quickly to maintain timeliness.


Avoid costly IT mistakes arising from partly filled service requests

As per ticketing systems best practices and tips, the companies should not waste time on the partly filled tickets. They don’t have all the needed information that leads to inefficiency while resolving them. The ticket template should be clear and an editor or a team of editors should be there to oversee that all the forms are complete before sending them to the IT help staff.


Streamline IT service request validation

Validation of the ticket is extremely important and it includes:

  • The authorized person is making the request

  • The requested ticket is genuine

For this, the companies can deploy a person or team to cater to the situation. By validating tickets or requests, one ensures that the service is smooth and doesn’t meet any fatal end.


Promptly notify technicians of critical incidents

Even in the case of holidays or after service hours, the technicians should get notifications of the critical tickets instantly. And should cater to the situation immediately. Not resolving the issue, may cause a huge impact on revenue. As per IT help desk best practices, there should be a solution that informs the technicians about critical incidents even during off-hours.


Follow the data

Support ticket handling best practices are to follow the data. The correct measurement of KPIs or desk metrics boosts the handling of the ticket. The KPIs the service desk must give due importance are:

  • The average time, taken in responding

  • Average time, taken in resolving the issue

  • The average time involved in overall IT ticket handling

  • Ticket escalation rates

  • The rates for self-service usage.

Thus, the best practices to effectively manage your ticketing system have been elaborated in this service desk best practices handbook that illustrates all about the help desk ticketing systems.

Instaview365 is one of the best customer experience software companies that provides a trouble ticket management system to take care of all your IT ticket handling issues and help you gain maximum revenues. Other than this we provide debt collection software, a sales automation platform, and other services to enhance your working and boost your sales in the long run.


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