From MelonHelp we want to give recognition to the IT support teams, which day and night solve what has no solution. In this new post, I bring you 5 ways to manage, prioritize and solve tickets more productively.
It is common for IT teams to choose to resolve tickets by “arriving order”, that is, the one first will be resolved first. And it sounds logical, but it is common to find situations in which, a ticket more recently, is more urgent. Or a complex ticket can block a team, and get it to avoid solving another large number of simpler tickets or “express” tickets, just by making tickets in order of arrival.
For this reason, we leave you 5 ways to increase the efficiency of your IT support team with ticket resolution.
Identify recurring problems
Identify mistakes and inconveniences that are often repeated, so you will save time to your computer and they will resolve quickly, as they are problems already solved.
For this, it is vital to collect data from each ticket, and so you will build an accessible database so that your support team finds the solution to the common and recurring problems. Eventually, this database can help you investigate the cause of the problem and prevent it in the future.
We recommend using artificial intelligence that naturalizes and adapts the response to the user, and that it is previously approved by a member of the support team, so you save time without reducing the quality of the user experience.
Understand every ticket
Understanding each ticket, its context and the impact it will have on the user will help you define the response priority.
As we mentioned, priority and urgency do not always go hand in hand with the order in which tickets have been. Make sure you can collect specific information that allows you to understand the urgency of each situation, and based on that, define your priorities.
It can be helpful to train your team or do a document of best practices when interacting with users to get this accurate information that will help you.
If you are looking for a way to speed up your reporting and ticket resolution, we invite you to use Melonhelp’s automated ticketing system. Assign, communicate and resolve agily from Slack as a prominent professional. Try it for 15 days!
Have good communication with the user
It’s common for your IT team to be solving many problems together, even some that you inevitably know will have a long, slow and complex process. But don’t stop empathizing with the user.
Try to keep the user informed of the status of your ticket, even if it is far from resolved, receiving a response from the IT team will provide some tranquility to the user, as he will know that they have not forgotten it or is being ignored.
You should not assume that the user understands everything that is happening, we recommend you to be honest, direct and respectful. Even in cases where the user is colder or irritated, if one word defines the support team is: patience.
We are not tired of saying it. Prioritize your tickets!
No, we’re not tired of saying it: Prioritize your tickets!
We explain how to prioritize them, but we want to insist that it’s something you should do.
Thro each day, prioritizing tickets and defining resolution time will make the difference.
Again, we name factors to consider to prioritize tickets: Who affects the problem?, Affects more than one individual/a whole area of the company?, Can the affected person or area continue their function with this problem?, Is it a problem in production or development?
There are IT teams that create specific channels to communicate about urgent tickets, affecting an entire area, curbing a vital operation, or seriously harm the company.
Defining the workflow
Define the workflow of your IT team to increase efficiency. Do you have questions about how to implement a workflow? We recommend reading “Workflow: What is it and how to apply it?”
Lack of organization when delegating and managing tasks can involve a great delay in the resolution of tickets. A workflow will speed up the results of each support team member. Organizing these tasks will reduce the stress of your team, and this will be reflected in their work.
One last tip from us is to make sure you use a ticket platform that suits your needs. Automated systems and flexibility are unique needs of every company. Discover the benefits of MelonHelp.
Has a type happened to us? Let us know in the comments what you do to improve the performance of your IT team.
