Support Ticketing Systems – an Essential Tool for Boosting Your Business’s Productivity

Support Ticketing Systems – an Essential Tool for Boosting Your Business’s Productivity

Life Cycle
One cannot say that using a support system is an absolute must or a life or death issue. In fact, many small companies do manage to use support systems entirely revolving around emails. This requires proper filtering rules being set in each email account as well as appropriate meticulous and comprehensive in-house workflow and conduit rules. As stated, in a small friendly company where everyone knows each other, the group could figure out how to go about daily tasks and self-correct if issues appear. But with scaling company size, you can get a total mess. In such circumstances, accountability, prioritization, detailed workflows, automatized tasks, and collaboration and responsibility delegation rules are essential for things to work. The Impact on Business Productivity         A support system impacts productivity in a number…
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The Stages of a Ticket’s Life Cycle

The Stages of a Ticket’s Life Cycle

Life Cycle
There are different designations for the stages that make up the life cycle of a ticket depending on the type of support system. The general logic follows that of a problem being solved by an organization: first the organization learns about the problem, then tries to appoint the personnel that is most qualified to approach it, after which the latter works on a solution. If the problem is not solved, it is being revisited/reopened. Different businesses might have different needs, which might reflect in some life cycle variations or different relative importance of these stages. Thus, depending on the type of problems and the competences of the specialists, the ticket assignment can be done either randomly or after an elaborate evaluation/categorization of the task. The Stages of a Ticket’s Life…
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