Many companies are missing out on the productivity gains “digital transformation” promised because their employees do not want to engage with complicated, frustrating ticketing systems.
The problem is most leaders are unaware of the problem: while 92% of executives are satisfied with the tech experience their company provides, just two-thirds of staff agree. But fixing this disparity may be easier than you think.
This article explores how adopting a “simple” ticketing system can resolve these issues and help companies unlock the full potential of IT.
Expect to learn:
- Why automated ticket routing is essential for enterprise organizations
- How many ticketing platforms create communication silos
- What leaders should look for in the best help desk ticketing platforms
What is an IT Ticketing System?
A ticketing system enables individuals within an organization to report incidents and issue IT service requests. These submissions, or “tickets,” are sent to techs at the IT help desk who work to fix the issue before “resolving” or closing the ticket.
What Benefits Does a Ticketing System Offer?
Ticketing creates a formalized system for managing complicated IT systems. This helps organizations to:
- Address issues quicker: Rather than forcing employees to “go to IT” physically and wait for the issue to be resolved, an effective ticketing system streamlines the process and ensure problems are addressed as quickly as possible – often saving many hours and a lot of productivity losses.
- Improve IT performance: Tickets make it easier for employees to interact with IT - which can unlock greater adoption of new technology. As a result, introducing a ticketing system may boost overall IT system maturity and performance.
Ticketing Systems for Small Business vs. Enterprise: What’s the Difference?
There are three important factors that impact ticketing systems at different-sized organizations:
- Access to resources: Small businesses spend less than enterprises on internal tech support – even when adjusted for their different total IT budgets. As a result, even relatively small inefficiencies in the ticketing system can cause real problems for small businesses.
- Organizational structures: Enterprise businesses are far more likely to have multiple layers of management and more detailed policies for procurement. This can make ticket routing far more complicated: a ticket may need to be approved by several people before it can be effectively actioned.
- IT system complexity: Larger companies are more likely to have cutting-edge department-specific technology, such as HR software. This creates a greater need for enterprise service management, which applies ITSM principles across the entire organization.
However, both are united by a single fact: ticketing systems work best when they are simple...
3 Ways a Simple Help Desk Ticketing System Improves IT Performance
The term “simple ticketing systems” can be misleading: it is not that that the system itself lacks functionality. Instead, the system is designed around the principles of simplicity and usability – making the experience simple for both techs and end-users.
The best way to illustrate this point is explore how simple systems contrast with “complicated” ones:
1. Seamless Integration
Ticketing integrations are supposed to make life easier for end-users and techs. By connecting with relevant apps, such as the Microsoft environment, ticketing can be accessed with less disruption to daily work routines. For example, DeskDirector integrates directly with Microsoft Teams. One feature allows technicians to turn a Teams message directly into an official ticket within the DeskDirector platform – all without leaving their Teams screen.
But this is not the reality for most ticketing platforms.
Instead, integration routinely causes headaches and frustration for IT teams – and some organizations simply give up. This is usually because the system is overcomplicated, with unclear instructions that force techs to spend hours trying to figure out how the integration works or setting up a complex, custom coded connection.
A “simple” ticketing system makes integration fast and intuitive. DeskDirector is a good example: our range of Microsoft Integrations operates through a straightforward app that requires very little effort from your tech team – and ensures you can start saving time and increasing ticketing adopting immediately.
2. Ticket Routing
As discussed above, getting tickets to the right person can be complicated and time-consuming. This might add hours or even days onto the time-to-resolution – especially when routing is done manually.
Many complicated ticketing systems exacerbate this problem by making it difficult to reroute tickets. End-users may find it hard to figure out how to send the ticket to a colleague, or struggle to determine who exactly needs to approve the ticket.
In contrast, a simple system essentially eliminates this concern. DeskDirector’s smart automation features allow you to automatically route tickets to the right person when they are issued, based on the information provided within the ticket and other custom criteria.
3. Communication
Few things are more frustrating than waiting for a ticket to be resolved. But most end-users are forced to wait hours with little indication whether their request has even been received – let alone actioned by a qualified tech.This is because complicated ticketing systems routinely overlook simple user experience (UX) principles. Techs cannot quickly or easily communicate with end-users, and there is often no system to allow users to track the progress of their ticket.
The simple solution here is twofold:
- Automated updates: DeskDirector allows you to configure automatic messages that will be sent to end-users regarding the latest status of their ticket, taking the uncertainty out of the process.
- Streamlined communication: From easy direct messaging within Microsoft Teams to mass communication “broadcast” messages to notify end-users of an update, DeskDirector makes interacting with end-users fast and easy for techs.
Resolve Tickets 4x Faster with DeskDirector
DeskDirector makes ticketing intuitive for end-users and easier for techs. With a centralized user portal, smart workflows automations and a range of easy-to-use integrations, it has proven to:
- Save 10 hours per week for techs
- Boost CSAT scores by 20%
- Revolve tickets 4x faster
All of this explains why 20% more end-users adopt ticketing when you introduce it to your business.
Want to see it in action?
