Ticketing automation: The key to smarter maintenance & support

  • Inaccurate information: At each stage of the escalation process, employees must fill out forms or communicate verbally to pinpoint the issue and determine the best solution. Even the smallest data entry error or miscommunication can cause the ticket to become mismanaged, leading to serious internal confusion and employee frustration.
  • Workflow bottlenecks: When a support ticket contains inaccurate information or gets sent to the wrong person, it must then backtrack to the beginning. These manual, error-prone processes result in slower resolutions and an overall waste of business time and resources.
  • Lack of scalability: Without a standardized, automated system, it becomes increasingly difficult and expensive for growing businesses to manage and resolve support tickets.

Features of a ticketing automation system

Streamlined ticket routing with pre-defined triggers

Self-service options

Asynchronous communication

Data analytics

Benefits of ticketing automation

  • Reducing ticket response time: Bringing down your average time for ticket response, escalation, and resolution results in a better allocation of resources — not to mention happier employees, partners, and customers.
  • Establishing a fair and dynamic ticket distribution system: A non-biased, automated solution can delegate tasks fairly among your technical support team. When processing a request, the system will identify which IT person has the least amount of work on their plate, then automatically put that ticket in their queue. You can also program the system to direct certain types of tickets to certain employees, based on the nature of the ticket and that employee’s particular specialties.
  • Making crucial data readily available: When a request goes through multiple applications, it’s imperative that the data — whether it be an error code, serial number, or URL — is automatically populated for each responsible party, so that they don’t have to send an email or make a call to recover missing information.
  • Maintaining and updating business assets: Through data analytics, you can understand which technologies create the most operational challenges — and establish more effective preventative maintenance strategies, so that fewer tickets are created in the first place.
  • Gaining stronger visibility into the ticketing process: In addition to improving business operations, you can also use data from your automated system to identify areas where ticket escalation can be streamlined.

Wrapping up

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Codal Inc.

Codal Inc.

A digital solutions partner with a data-driven approach that empowers companies at the intersection of UX design, development, & business.

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