The level of complexity that an IT ticketing system can be described by varies enormously – this can range from a small email-based support system to a system with a large user base, very detailed workflow rules, lots of automation, clear stage separation, clearly attributed tasks, etc. In order to achieve such a highly organized and efficient system, several important aspects need to be covered.
Implement a Smart AI-Aided Triage System
Ideally, the software you opt for should be able to process the text of the incoming message and based on this, to attribute it to a certain category/topic/field. This helps to subsequently route the ticket to the appropriate specialist or team. The severity of the issue could be either deduced from the text or indicated by the client (usually indirectly, by indicating the type of issue) so that the priority of the ticket could be decided. Certain AI systems are complex enough to even attempt to suggest a solution to the problem.
Automate as Much as Possible
Time management when processing tickets can be automated greatly. Thus, higher priorities might be attributed to tickets that have been waiting longer in the queue or which experience delays in other aspects. By delegating ticket prioritization to computers, the agent does not stress out about this issue (e.g. making notes, setting timers, constantly scheduling actions) and can focus solely on tickets as fed by the system. Automation in routing eliminates the need to manually sort the tickets – even if the system takes correct routing decisions 70-80% of the time, it will still be a huge time saver.
Track all Operations All the Time
IT ticketing software should enable tracking the tickets throughout the stages, from creation to resolution. This will ensure absolute transparency – all client actions, all agent actions would be recorded and neatly arranged on a timeline, so that quality assessment of an agent’s work can be done efficiently or so that complex or troubling issues (e.g. conflict with a client) can be revisited at any time and judgments can be made (including workflow adjustments for a frequently occurring problem to improve processes).
Enable Multiple Communication Channels
Modern businesses would ensure clients can launch inquiries:
- by filling out a form;
- by sending an email;
- by phone;
- by commenting or messaging via social networks;
- by initiating a live chat on the website.
Implement a Smart Knowledge Base
A knowledge base would enable self-service by customers, which would result in fewer inquiries and in agents having more time to focus on complex issues. AI can help here by highlighting the most common issues/topics/questions and creating a knowledge base article based on these – this database could be constantly evolving to better serve customer needs.