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Helpdesk Ticketing System
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One always-on-the-top agenda on every organization’s list is to satisfy employees and customers. But let’s face it, poorly satisfied customers and employees can be found everywhere. 

Reflecting a little on the idea, how do you think organizations can achieve this goal of customer and employee satisfaction?

A kick-start moves towards accomplishing this would be actively listening to what customers and employees have to say, I.e., complaints, grievances, service requests, and their needs. By actively listening we mean ensuring that the problem is heard and the solution is provided within the potential period. The fuel source to ensure a smooth flow of information is to tackle these requests appropriately. 

The cut and dried way of handling this are by long email threads. Imagine the pain of tracking who’s reporting, setting priority levels, and checking the status of each service request through email threads. The only thing they get in return is a cumbersome, messy, and time-consuming process. Let alone the annoyance that comes from recollecting those email threads, monitoring status, prioritizing requests, assessments of the exact resolution.

But, thanks to the IT innovation, a one-stop solution to manage this is a Helpdesk management system. It enables you to efficiently manage every request inside or outside the organization. 

Also read: How can a great Customer Service Solution help you grow your Business?

What is a Helpdesk System?

A Helpdesk Management System enables your team and customers to first, efficiently, and systematically express their concerns and second to your service desk to manage and resolve them at the right time. It provides a centralized support management service to tackle the company’s internal queries or external complaints and requests from customers. Equipping your organization with helpdesk ticketing software will empower your team to resolve queries and provide optimum satisfaction to the ticket reporter I.e., customers and employees.

A Helpdesk ticketing software can be used internally for solving employees’ issues for instance queries related to HR, Finance, IT support, or General admin support. It can also be a customer-facing can log tickets for issues, requests, and support they are seeking.

Let us quickly look at some of the helpdesk ticketing tool’s benefits.

Benefits of Helpdesk Ticketing System

  • A help desk ticketing system provides managers with a top-level view, the status and progress of the service requests and complaints. The dashboard view helps you to prioritize the need, complaints, and grievances, ensuring the best resolution of the issue.
  • Complete monitoring of the service requests enables managers to find bottlenecks in the design, reduce redundant and unimportant steps. And find practical solutions for the same.
  • With a structured system of added complaints and requests, your service desk can efficiently manage and act upon it. A proper data capture will help you build a knowledge base. Based on which your team can shape response time in future events. 
  • The ticket’s reporting, assignments, and resolution become systematic with the right ticketing system. It enables prioritizing of tickets, routing of tickets as required. 
  • On-time resolution of complaints and requests enables you to mitigate the effects your team might face because of the lack of proper attention to the requests buried in the email thread. It helps you build a smoother working environment for your employees.

Watch Webinar: Learn how you can build a Helpdesk Ticketing System with Quixy in minutes

Crucial features an effective helpdesk ticketing software must have

Features an helpdesk ticketing software must have

1. Automating Assignments

The right support ticketing management tool will enable you to automate the assignments of tickets and services requests to relevant individuals and teams. You can also define the routing of the tickets, escalations, and set intervals for the same. 

The cost of manually handling a help desk ticket is $22. However, 22% of total service desk tickets can be resolved at practically no cost with the help of automation.

2. Reporting and SLA Monitoring

Proper SLA monitoring defines the resolution of the needs of the end-users. Your helpdesk management tool should enable you to generate reports to evaluate the issue resolutions, and it should also allow you to set reminders for set intervals. For example, if your help desk is assigned to solve an issue under 5 hours, your help desk helps you remind the ticket owner of the same.

3. Ticket Notifications

Your ticket resolution system should enable you to: 

  • Notify the support team once a ticket is submitted and assigned. 
  • If the ticket is in progress, the customer support team/internal support team should be notified of the resolution. 
  • Once the ticket is resolved, the same goes back to the employee for confirmation.
  • If it is reopened, it should be intimated to the support team through notification.
  • If the process is ended and the employee has accepted, it should also be conveyed.

4. Ticket Prioritization

When the number of tickets is raised in large numbers, it is essential to prioritize them, and it saves vital tickets from getting lost or buried. Your no-code help desk tool should enable you to prioritize tickets to high, average, or urgent status for efficient resolution. 

5. End-to-end Management

End-to-end ticket management allows managers to reassign, transfer, escalate, route, re-route and even close the ticket. It gives managers the ability to oversee the whole process and define the behavioral patterns to make better decisions and improve efficiency.

6. Ticket History Tracking

In any case, if a need arises to revisit the ticket resolved, your helpdesk ticketing software should enable you to do so. Ticket history tracking also allows managers to see and evaluate if the needed step were taken. This facilitates them to remove the bottlenecks, avoid any future discrepancies and enhance the overall resolution process.

7. Form Building

Help desk ticketing system should enable you to capture any information. It should allow you to add fields in the form such as date, time, employee ID/customer name, department. Capturing all the vital information will primarily reduce the follow-up time and increase the resolution speed.

8. Access Permissions

The right helpdesk system allows you to set role-based control over the ticket created. For example, the ticket reporting user will only fill and edit the service request information, while the help desk will edit and see the support team fields, role, priority type, etc. Access permission restricts particular users on what to see and what not to.

9. Integration with Other Tools

It is essential to ensure that your helpdesk ticketing system can integrate with other management and departmental apps. It will enable you to capture requests and complaints from any department and give you a wholesome view of your organization’s operational health.

10. Customizing Dashboard

Your help desk tool should serve the purpose of solving business users’ and customers’ needs. One size fits all might not work in this case. Your Help desk ticketing system should enable you to customize and modify the help desk software to fit daily requirements and work efficiently. Only then your support team will be able to serve best its customers and team members.

11. Setting multiple levels of Ticket Processing

The hierarchical structure of every organization is different. For instance, this could be possible that information passing through two levels of management in one organization might not be the case in the second. Your helpdesk ticketing tool should enable you to set as many levels in the ticket resolution process as needed. 

Take a look at what Quixy has in the bucket for you to use!

Quixy offers an IT ticketing system that is a service request management app or Incident management to better connect the employees and the IT department while efficiently managing the tickets until their resolution. 

However, the capabilities of Quixy’s IT service management app are not limited to one department. It can be extended to general admin, IT support, Finance, HR, and even with embedded application capacity; the app can also be used for managing customer support and resolving issues, complaints and grievances.  

Also read: Empowering Business Leaders to Strategize, Develop and Implement Ideas with No-Code

Quixy’s IT Service Request Management App

Automation in Quixy

Let’s take a quick look at how the IT management app in Quixy works!

1. Log Tickets

The ticket raising employee can simply log issues to be raised and can also add details like images, documents, and deadlines.

Log Tickets

2. Dashboard to keep check for IT service desk 

IT department can keep a track of issues raised in the company and can also check the priority, deadline, status of the request all thing from one single dashboard! 

Dashboard for IT service desk

3. Categorizing Tickets

The IT helpdesk can now categories the ticket type and assign it to the concerned person for the next resolution steps. The four categories that Quixy’s IT service app offers are: 

  1. Help ticket 
  2. Change requests 
  3. Access permission 
  4. Issues I.e., security, bug, server issues 
Categorizing tickets

4. Individual ticket types

For instance, if the ticket raised is for the change request of the laptop battery, the service desk will be able to check on the available quantity and can approve and disapprove the same.

Individual Ticket types

For the “issue” ticket category, the issue type for alert as well as inquiry can be set.

Individual Ticket types

Once the ticket type is set and is forwarded to the concerned person for managing it further. He can then add details for the actions to be taken.

Individual Ticket types

The service desk is then notified of the same and forward the resolution to the ticket raiser.

Individual Ticket types

Once the solution is undertaken; the ticket reporter then can confirm resolution of the ticket and then ticket can be closed.  

Furthermore, if the ticket raiser wants to reopen the ticket for any future reference or wants to reassign it to the helpdesk team, can do so.

Quixy provides you an application that ends your ticketing troubles by efficiently automating the management of the ticket generation till its completion for any IT breakdown. The user can track the status of their ticket. 

Takeaway

The right Helpdesk Ticketing system will facilitate expressing employees or customers’ needs, eliminating bottlenecks, enabling prioritizing requests, acting upon them, and eventually making the resolution of conditions efficient.

Quixy offers practical help desk applications for in-house use. These can be customized to the project, the team, or department, saving time between revisions. So, what is stopping you from creating a smoother than ever business environment for your employees or customers?

Get your free demo today or Sign-up for a free trial now, explore its features and get started with a ready-to-use IT Help Desk solution along with many other free-to-use solutions

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