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5 Service Desk Ticket Management System Best Practices

Proper service desk management can mean the difference between top-of-your-industry CSAT scores and a place in the customer service doghouse. In fact, we often hear from clients whose top concern is improving customer satisfaction by revamping their ticket management system.

The good news is that there are some best practices you can implement right now to improve your CSAT scores and make your service desk the envy of your industry. Here are five of the best.

#1: Choose a Method to Prioritize Tickets

The first thing you’ll need to do is to decide how you will prioritize tickets as they come in. There are two main options:

  1. First in, first out
  2. Pick & choose

The first method is very simple. All it means is that your team will address tickets as they arrive. There’s no preferential treatment. All service is based on when the ticket comes in.

The second option will require you to specify how you want tickets to be prioritized. It’s important to have written guidelines and a proper triage system if you choose this method.

#2: Create Customer Categories

If you decide on the Pick and Choose method of prioritizing tickets, your next step should be to create customer categories to help you prioritize. For example, companies that provide free and premium versions of their software may elect to prioritize tickets from paid customers over those from users of their free service.

Another option is to create a VIP category for your most important customers and users. An internal support desk might normally use a first-come, first-served policy and still make an exception if a ticket comes in from the CEO of the company.

#3: Put a Triage System in Place

There’s no question that some tickets are going to be more urgent than others. A technical issue that imperils a client’s ability to do business can and should take priority over a minor question or glitch.

The key to managing tickets properly is to have a triage system in place. Often, customer service chatbots can handle triage. They’ll filter out easy-to-resolve tickets like password resets and order confirmations and assign more urgent and complex tickets to human agents

#4: Automate First Responses to Clients

Ideally, every service desk would be able to resolve the tickets it received on the first go, and with a minimum of waiting. In the real world, that’s not the way it works.

Even if you can’t resolve a ticket right away, it’s still a good practice to send an immediate, automated response to the person who submitted the ticket. It’s a way of acknowledging their request. You can also consider including an estimate of the resolution time. That way, the client won’t be wondering whether you received the request and they’ll have a reasonable idea of when they might want to follow up.

#5: Optimize Ticket Submission Fields

It’s common for companies to require only minimal information from clients when they submit tickets. However, it’s worth considering whether asking for a few details might help you do a better job of assigning and resolving tickets.

For example, asking clients to tell you how big an effect a problem is having on their ability to work can help you prioritize tickets and ensure that clients who are experiencing work interruptions get the service they need.

Implementing these five best practices can help you improve your service desk’s efficiency and performance. And, using them may also lead to a significant improvement in your CSAT scores.

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