The Agile Solution to Resolving IT Tickets
The Agile Solution to Resolving IT Tickets
Join the DZone community and get the full member experience.Join For Free
Discover how TDM Is Essential To Achieving Quality At Speed For Agile, DevOps, And Continuous Delivery. Brought to you in partnership with CA Technologies.
From software crashes to network connectivity problems, when someone has a technical problem in the workplace, they call on the IT support team to fix the problem. But it’s not all that simple. Employees and supervisors will want their system to be working immediately, adding more stress to the already negative situation. Therefore, it’s vital IT has a IT ticket management program and help desk software in place that is efficient and keeps customer satisfaction high. The IT ticket management process can be streamlined if both parties know the right way to handle the system and overall situation.
What Are Tickets?
IT tickets are sent out to clients or employees when they have an issue that they need to report. Depending upon how each IT department works this could mean a variety of things. If the IT department is an in-house staff, then this means that someone in the building has a problem and needs support. The third party IT companies have a greater responsibility to inform the client of their concern with the client's problem.
When a client or employee sends a request they should receive an IT support ticket letting them know that someone from the staff is working or will be working to resolve their issue. The ticket may say a name of the person working on their issue. In addition, the ticket may give an estimated time that the employee will be waiting. IT contact information is also vital to have on the IT ticket so employee can be notified at any time, further streamlining the process. On the other hand, this extra information could be a deterrent, so it is only advisable if the IT department is super busy with requests.
After the ticket is created and assigned to an IT employee, IT will diagnose the problem, as well as update the ticket status in a spreadsheet or database. That way the client or employee will be informed and lessen confusion. IT work can be in the office, or in better and more efficient scenarios, remotely. If possible, IT employees should work towards solving computer issues through remote support technology.
In the end, it's up to the IT department to decide what works best for their ticket system. Again, this will be different for in-house support teams and third party IT teams. For in-house support, it might be a good idea for IT to include all the information possible for the employee to get in contact if the issue is serious. A troubleshooting guide might also be necessary for employees that when in the future, they can try to resolve the issue themselves. If the client relation is a third party then loading them with a bunch of information might damage the relationship or worse, lose the client. An advantage a third party IT department has is a quick response in solving the clients problems and there in, keeping the relationship in tact.
Why Tickets Are Important
In the end, IT is a customer service driven industry and it’s necessary to keep the clients and employees happy. Ticket management for IT departments can make or break a relationship with clients, which can cause tension between the IT department and other internal teams. This is true whether the IT department is in-house or a third party. In-house departments who fail to respond to requests could be deemed useless and inefficient to the company. Most organizations will see this and let go of liabilities. Third party companies have a greater obligation to respond to tickets in a prompt manner. The speed and efficiency of their response will determine their relationship with the customer. A satisfied client is more likely to renew third party IT companies, and they are more likely to recommend the IT company to other businesses.
In addition, IT ticket management helps keep the business up and running. Because most clients and employees don’t know the first thing (or the very minimal) about troubleshooting, IT needs to be ready to take on tickets and provide resolutions. When fixing smaller IT issues, educate the user in how to avoid this problem in the future as well as provide a two-way communication if they have any further questions. In the long run, it could decrease IT’s already heavy workload.
Every good IT team knows how to manage IT service requests. If they want to remain in the industry, they have to keep clients satisfied. Satisfaction is what keeps them employed. Clients that know the IT department is working to resolve their issue will worry less about the issue. All and all, IT ticket management is necessary for the increasing tech-heavy workforce.
Opinions expressed by DZone contributors are their own.