23 Most Popular Ticketing Systems for Small Businesses

Discover the 23 most popular ticketing systems for small businesses to streamline customer support and improve efficiency.

Oct 4, 2024

•

23 Most Popular Ticketing Systems for Small Businesses

Table of Contents

Do not index

Managing customer queries can be a real challenge, especially for small businesses. As sales increase, so do the questions and concerns of customers. Hubspot Help Desk Software help you manage these customer queries efficiently by creating a ticket for each query so you can address them organizationally. Each ticket contains all the information on the customer query and allows you to keep track of progress until resolution. The system helps customers and support agents by streamlining operations to enhance communications, resolve issues faster, and improve overall satisfaction. This article will explore the most popular ticketing systems to help you discover the ideal affordable and efficient solution, helping you streamline customer support and enhance your small business operations effortlessly.

One valuable tool to help you achieve your objectives is AI customer support. Solutions like ChatBees can quickly and affordably manage incoming customer queries while you get a handle on your operations.

What is a Ticketing System for Small Businesses?

A ticketing system is a software solution that manages and tracks customer service requests, issues, and queries from different channels as "tickets." These tickets act like a comprehensive record of each customer interaction, documenting the problem, who is handling it, the actions taken, and the resolution status. This system ensures that customer requests are recovered, noticed, and remembered, facilitating a structured and efficient approach to customer service.

What Can a Ticketing System Help My Business Do?

The main objective of a ticketing system is to ensure that no customer request falls through the

cracks. The software accomplishes this by organizing individual requests for easy access and management. When a customer reaches out for support, a business using a ticketing system will create a new ticket to document the interaction.

From there, the software helps track the request's progress until it is resolved. This reduces the likelihood that the request will be forgotten or overlooked, which can happen when multiple employees communicate with the same customer via email.

How Ticketing Systems Streamline Customer Support and Enhance Experience

Instead of sorting through countless email threads, a ticketing system creates an organized structure to follow until the customer’s issue is resolved. In addition to improving internal organization and efficiency, this customer service approach enhances your customer experience. They won’t have to worry about getting lost in the shuffle. Instead, they can rest easy knowing that the business has organized their request, which will be addressed promptly.

Why Should a Small Business Adopt a Ticketing System in 2024?

High-quality customer service is no longer a nice-to-have; it’s a must-have. Today, customers are more informed than ever before. They do their research and know their options. If they don’t like the service they receive from your business, they’ll take their money elsewhere.

79% of consumers say they would switch to a different company if they had a bad customer service experience. This statistic highlights the growing importance of efficient customer service in a competitive market. Ticketing systems help teams resolve customer inquiries faster, improving the overall customer experience and reducing the likelihood of churn.

6 Key Benefits of Help Desk Software for Customer Service

Help desk software can improve your small business’s customer experience in several ways. Here are a few benefits of using a ticketing system to manage your customer inquiries:

1. Organization

Help desks preserve all of your company’s communications in one place and have tools that make it easy to search and filter through them. You can tag conversations by product, view all of the requests from a specific customer, or easily see which team members responded to a message.

2. Collaboration

Collaborating in a regular Gmail or Outlook inbox is hard. Help desks offer features like email templates, private notes, ticket assignments, and ticket statuses, providing more visibility across your team.

3. Process

Email management can involve busy work, deleting junk mail, tagging issues, assigning tasks, and escalating cases that must be prioritized. Help desks streamline your support process by automating tasks that don’t require a human touch.

4. Reporting

There is no way to accurately track your support efforts if you’re out of personal inboxes. Help desks automatically track metrics like ticket volume and time to resolution.

5. Security

Unlike a shared email account, where everyone uses the same login credentials, help desks have built-in security measures. Every user has their username and password, and managers can assign roles, ensuring that staff members only have access to the information needed to do their jobs.

6. Accessibility

Help desks open up new opportunities to serve customers better. Omnichannel platforms allow teams to expand beyond email support, rolling out channels like:

Chat

Voice

Social media

Self-service

These improvements ensure that your team never misses an email and always has the information, tools, and bandwidth to deliver outstanding support.

Optimize Internal Operations with ChatBees' AI

ChatBees optimizes RAG with our AI customer support software for internal operations like customer support, employee support, etc. It provides the most accurate response and easily integrates into workflows in a low-code, no-code manner.

AI-Powered Optimization for Improved Accuracy and Efficiency

ChatBees' agentic framework automatically chooses the best strategy to improve the quality of responses for these use cases. This improves predictability and accuracy, enabling these operations teams to handle more queries. No DevOps is required to deploy and maintain the service.

Try our AI customer support software today to 10x your customer support operations. Get started for free; no credit card is required. Sign in with Google and start your journey with us today!

Ticket Deflection

Reduce Support Tickets

Automate Support

Scaling Customer Support

Ticket Analysis

Ticket Queue Management

Tips on How to Choose a Ticketing System for Your Small Business

Determine What You Need in a Help Desk

The first step to finding the right help desk for your small business is identifying your requirements.

Start by listing the pain points you're experiencing with your current system.

Consider how a help desk could help address these issues and improve your customer support.

Get your team involved in the process.

They will use the software daily, so ask them what features they would like and what would make their jobs easier. If your team needs help keeping track of customer emails, they might benefit from a shared inbox that automates organization and allows for internal communications.

In addition to finding the right help desk for your team, you must also consider your customers. Consider the issues they encounter and how a help desk could improve their experience. For example, if customers frequently contact your support team about the same issue, a help desk with knowledge base features can help you create self-service resources to boost customer satisfaction.

User-friendly Interfaces are Key

When evaluating different help desks, consider usability and the learning curve associated with each tool. You want to find software your team can pick up quickly with minimal training. Look for help desks with intuitive designs, so your team can easily navigate the tool to find the needed features. A few indicators of user-friendly software include:

The options your team will most likely use are easy to find, clear, and accessible.

You can assign a ticket or create a tag easily from the dashboard.

The system works quickly and smoothly without friction, lag, or unclear navigation.

You can customize the help desk to match your existing (or desired) workflows.

Tools and resources are integrated into the inbox seamlessly (and well-explained).

Look for Smooth Onboarding Processes

Even if you choose the most intuitive help desk on the market, your team will still need time to adjust to the new software. That's why finding a solution with a smooth onboarding process is critical. A white-glove onboarding process can eliminate friction and simplify adopting a new help desk. Your team needs to understand the most relevant features and use cases.

They may also need support while learning the more complex parts of the tool. The developers behind the help desk you choose should provide a seamless onboarding experience. That can be rare since it takes work to do well. Here at Groove, we've learned much over the years about improving our onboarding process to give new users what they need. Keep an eye out for easily-accessible resources like:

In-app walkthroughs to help you navigate key features and tools.

Product demos or live training sessions.

Multiple 24/7 support channels.

Self-serve resources such as FAQs and knowledge bases.

Prioritize Third-Party Integrations

Integrations might be optional for a new business. But, as it grows, it will likely use additional tools to:

Communicate

Collaborate

Report bugs

Track customer data

Juggling various platforms can become a real headache. Remember to look at what integration options each help desk ticketing system offers. It should work well with popular third-party apps your business uses now or may adopt down the road.

Assess Security and Compliance Features

Security is especially important for a help desk. Sensitive customer information is involved, and that data may need to be shared across various communication channels. You'll look for tools with role-based permissions options. This lets you limit user access where appropriate; customer details should be on a 'need to know' basis.

A quality help desk ticketing system for small businesses should also offer a Two-Factor Authentication (2FA) login to prevent unauthorized access. Depending on your business type and location, you may need a GDPR or HIPAA-compliant solution. The company behind your help desk should be transparent about its servers and hosting providers.

Explore Reporting and Metrics Tools

Tracking your support team's progress is key to providing top-quality customer support. This process is much easier with access to the right metrics, reports, and survey tools. Quantitative and qualitative data verifies the quality of your support and gives you the information you need to improve.

The right help desk ticketing system for your small business should make key performance metrics easy to track and understand. Look for reporting features available in a centralized dashboard. Automated, customizable reports that can be exported as needed are also useful.

Check for Collaboration Features

Even if only a few people are on your support team, they'll need collaborative features. Fast and effective communication makes a huge difference. So does the ability to assign inquiries to the right places and work together on complex issues. A help desk that supports communication will provide features like:

Internal notes

@mentions

To allow for private discussions about customer concerns and potential solutions Collision detection, so team members can see when someone else is working on the same ticket Email templates or instant replies that can be used to quickly respond to common inquiries Ticket assignment to specific team members, including auto-assignment based on workflow rules

Hubspot Help Desk

Service Hub Hubspot

Hubspot Ticketing System

Ticketing Tools

Hubspot Operations Hub

Hubspot Notion Integration

Hubspot Tickets

Call Center Ticketing System

Best Ticketing Apps

23 Most Popular Ticketing Systems for Small Businesses

1. ChatBees

ChatBees optimizes retrieval-augmented generation (RAG) for internal operations with its AI customer support software. It enhances various support functions, including:

Customer support: Delivers highly accurate responses and integrates seamlessly into existing workflows.

Employee support: Facilitates quick access to information and resources with minimal setup.

Key features include:

Low-code/no-code integration for easy deployment.

An agentic framework that automatically selects the best strategy to improve response quality.

Improved accuracy and predictability, enabling teams to handle more queries.

No DevOps is required for deployment and maintenance.

Try our AI customer support software today to 10x your customer support operations. Get started for free. No credit card is required. Sign in with Google and get started on your journey with us today!

2. Groove: The All-in-One Help Desk Solution

Groove is an all-in-one solution that simplifies support with a shared inbox. You can route your Instagram DMs, Facebook messages, and Gmail/Office 365 emails into Groove. There’s no paywall for essential integrations.

There are plenty of automation and workflow features that you can customize to match your preferred workflows. Recent additions like AI writing assistance and sentiment analysis have received great user feedback.

3. Hiver: The Help Desk for Gmail Users

Hiver functions as a Gmail extension within your pre-existing Google workspace. Your inbox becomes your helpdesk. No fuss is required.

Since it operates within a workflow that’s already familiar (assuming you use Gmail), there’s not much of a learning curve involved. Hiver is designed for small-scale businesses and is favored primarily by startups.

4. Front: The Customer Communication Platform

Front places a heavy focus on optimized customer communication. It’s a powerful tool that comes with a reasonably steep learning curve. There’s a basic starter plan, although it’s fairly restrictive. Even as a startup, you’ll likely need to opt into the Growth or Scale plans to get what you need. You’ll be treated to an intuitive and rich customer support tool if you do.

5. Jira: The IT Help Desk

Jira was designed as a technical support desk for bug tracking, with visual scripting and clear workflows in mind. As a platform primarily used for issue tracking in IT departments, Jira can help your team ditch spreadsheet and email communication. It offers centralized ticketing and no-code configurations to solve internal tech issues.

6. HelpDesk: Help Desk for IT Departments and Complex Use Cases

HelpDesk is a web-based solution primarily geared towards IT departments and B2B applications. It has the most challenging helpdesk name to Google accurately, no contest. As a helpdesk ticketing system for small businesses, HelpDesk offers advanced workflow features that suit complex use cases.

There are plenty of automation rules you can customize to streamline operations, escalate issues when appropriate, and route tickets to the best agents. One particularly nice HelpDesk feature creates a “VIP” priority for your best clients’ tickets and automatically escalates them. You can then assign success case managers or team leads to monitor the resolution of those tickets.

7. LiveAgent: Small Business Help Desk With Tons of Integrations

LiveAgent is a cloud-based helpdesk ticketing system for small businesses with plenty of integrations. It’s also constantly being developed, with interesting new features (such as an AI assistant) in the pipeline.

This particular helpdesk aims to balance beginner-friendly design and depth of functionality. It promises a quick setup and access to over a hundred ticketing features.

8. Zoho Desk: A Smooth-Starting Help Desk for Small Businesses

Zoho Desk is a cloud-based helpdesk solution focused on SMBs. One of the nice things about this particular platform is that it’s ready to go right out of the box. Once you’re signed in, it’s easy to set up and has all the functions you need (and expect) from a helpdesk system. Everything from managing tickets to creating a knowledge base was easy and intuitive. Zoho’s self-service knowledge base portal is very helpful and outlines most of the platform’s features clearly and in-depth.

9. Zendesk: The Help Desk that Automates Support

The goal of Zendesk is to automate support as much as possible, allowing your agents to focus on more technical issues behind the scenes. It does a great job of compiling customer data and presenting a comprehensive automated overview of tickets in a centralized inbox.

Zendesk has been around for a long time and has a massive feature set. Because of this, it can also double as a CRM. Zendesk offers customization and advanced features balanced by a less intuitive ‘out-of-the-box’ experience.

10. Issuetrak: A Help Desk for Tracking Issues

Issuetrak is a help desk tool designed to assist organizations in tracking, managing, and resolving issues and tasks. Issuetrak enables small businesses to submit tickets via email, web forms, or directly within the application, automate workflows, and ensure that customer inquiries are addressed promptly.

Features allows small businesses to maintain high levels of customer service without requiring extensive resources, such as:

Customizable forms

Automated alerts

Self-service knowledge base

Issuetrak's reporting function helps small businesses analyze performance and identify areas for improvement. Issuetrak's scalability ensures that it can grow with the company, making it a suitable choice for small enterprises that need an effective way to handle customer support as they expand.

11. Freshdesk: A Cloud-Based Customer Support Software

Freshdesk is a cloud-based customer support software that offers businesses a platform for handling customer service interactions. Freshdesk assists small businesses with help desk software by providing a centralized system to manage customer service and support. It includes ticketing, automation, and reporting features that help organize and address customer inquiries efficiently.

Freshdesk also integrates with AI, live chat, and solutions for IT and business team management, CRM, and marketing automation to provide a consistent experience across all communication channels. The platform additionally uses AI to automate repetitive tasks, such as:

Sorting and routing tickets

Sending acknowledgment emails

Suggesting solutions to common problems

12. Guru: The Help Desk Knowledge Management Software

Guru is a knowledge management solution that integrates your existing tech stack to supercharge your workflows with AI-powered intelligence. It brings advanced search to your systems, making information easily accessible to your teams. This platform creates a unified company knowledge base or wiki, using AI to infuse that information into your existing workflows and systems.

The artificial intelligence surfaces relevant, up-to-date, and human-verified information for your team members, ensuring a speedy resolution to internal or external inquiries. The AI Suggest tool pulls information from your database based on the content displayed on a user's screen. Its knowledge triggers automatically display information when certain conditions are met on a web page, such as when a specific URL is visited.

13. Salesforce Service Cloud: The Help Desk Built for Automation

Salesforce Service Cloud is a helpdesk software that enhances customer service through AI and automation. It supports more efficient management of customer interactions across multiple channels, making it easier for small businesses to streamline their processes. The software's AI and automation features set it apart from other solutions.

Tools like AI chatbots and automatic triaging save time and ensure that customer inquiries are handled by the most qualified agents, improving both efficiency and support quality. A drag-and-drop editor creates a self-service center, enabling customers to find solutions independently and lightening the load on support teams. All in all, the software helps to simplify workflows and reduce repetitive tasks for agents.

14. Monday Service: Simplifying Business Service Management

Monday Service is a product from monday.com that enhances various service-related workflows for businesses. It offers out-of-the-box solutions for ticket management, multi-channel support, AI and automation tools, service catalogs, and employee lifecycle management.

Monday Service allows businesses to seamlessly track and manage support queries, resolve issues effectively, and analyze ticket metrics to ensure high-quality service delivery. Monday Service offers a centralized hub for handling requests, status updates, and support resources, vital for maintaining organization and clarity in small business environments.

15. HappyFox: A Solution for Multichannel Support

HappyFox Help Desk is a well-rounded aid for multichannel support efforts. This tool offers all the essentials in a user-friendly interface.

Some key ways help desk agents benefit from this system are through easy-to-read reply threads, centralized customer files and attachments, and private notes that help agents collaborate and pick up the conversation wherever it left off.

16. HubSpot Service Hub: An Inexpensive Help Desk for Small Businesses

HubSpot’s help desk is a part of HubSport Service Hub and includes features like ticketing, customer feedback, and a knowledge base for customer self-service. Hubspot Service Hub helps users keep tabs on different customer conversations and support requests.

Support teams can use the software to resolve tickets faster with an integrated system, automated ticket routing and triage, SLA management, performance metrics, and more. SMBs can use this inexpensive software to start a simple, functional help desk.

17. Kayako: A Help Desk for Team Collaboration

With real-time team collaboration tools, it simplified internal communication, ensuring support agents and teams could work seamlessly together. Shared notes, internal discussions, and the ability to collaborate on resolving complex issues in one place made Kayako a powerful platform for boosting our internal teamwork.

You can also use Kayako to provide real-time support to customers via live chat. The tool also enables self-service, empowering your customers to solve queries conveniently.

18. ProProfs Help Desk: A Free Help Desk for Small Businesses

With this free help desk software for small businesses, your team can monitor communications via email, live chat, web forms, help center, and more. You will love how easy it is to implement automation workflows. You can easily automate repetitive tasks such as:

Ticket assignments

Survey sharing

Notifications & alerts, etc.

More automation means less load on my team! You can also create an online knowledge base with ready-to-use templates. Once your KB is live, customers can find solutions independently, helping reduce your ticket volume.

19. Crisp: A Live Chat Software for Small Businesses

If your small business wants to roll out live chat support, Crisp is a great option. They offer a free plan that allows up to two people to manage live chat support from a team inbox or from iOS and Android apps when you’re on the go. If you’re interested in offering additional channels, Crisp can also handle:

Messaging apps

Social media through its platform

20. Tidio: A Chat-Based Customer Service Platform

Tidio is a chat-based customer service platform. Its free plan lets you chat with up to 50 unique users per month and have chatbot conversations with up to 100. If you’re a bit further along with your support efforts, Tidio’s paid tiers let you center your plan around live chat, chatbots, or features beyond support, such as email marketing tools.

One interesting aspect of Tidio’s live chat paid plans is a focus on proactive support tools like live typing, a feature that allows your team to view what a customer is typing into a chat window before they hit send. Though it might feel a little creepy from the customer side, live typing previews can save your team time, allowing them to get a jump start on the customer’s request.

21. Help Scout: A Help Desk for Small Business Communications

Help Scout is a communications platform that allows small businesses to have efficient, impactful conversations with their customers and communities. Get organized and improve team collaboration. Working out of a shared Gmail or Outlook mailbox can impede a business’s ability to collaborate effectively.

Help Scout’s shared inbox makes it easy for your team to work together and stay organized. Conversations filter into one central location where you can assign them to the best person or team for the job and use conversation statuses, tags, and custom fields to organize and track issues through to completion.

22. Glassix: A Conversational AI Help Desk

Glassix is an intuitive, feature-rich, top-rated ticketing system designed to streamline customer interactions across multiple channels. Its Conversational AI-driven approach blended with the latest GPT-4 engine by OpenAI helps small businesses automate responses and manage inquiries with greater efficiency.

With AI-powered features like a smart routing engine, auto-suggested responses, and generative AI-powered chatbots, Glassix is considered by many to be a top choice for small businesses looking to improve their customer support and experience in a world that craves immediate responses and quick resolutions.

23. Groove: A Simple Yet Powerful Help Desk

Groove is considered by many as a simple but yet powerful ticketing and helpdesk system that’s designed with small businesses in mind. It focuses on providing an easy-to-use platform that doesn’t skimp on the necessary features to help teams deliver exceptional customer support. With Groove, businesses can manage customer support tickets from multiple channels and create custom automation flows to help them stay on top of their efficiency game in 2024.

How Ticketing Systems Can Help Small Businesses Provide Better CX

Centralized Communication: Where All Queries Can Be Addressed Efficiently

A ticketing system helps consolidate customer interactions from various channels. This centralization ensures that no query goes unanswered and allows businesses to maintain a holistic view of customer communications, leading to more organized and efficient handling of customer needs.

When a customer reaches out for support, they don't want to repeat themselves to multiple agents. A ticketing system helps avoid this aggravating scenario by getting everyone on the same page.

Enhanced responsiveness

With features like automation and prioritization, ticketing systems enable businesses to respond to customer inquiries more swiftly. Automated acknowledgments let customers know their query has been received, while prioritization ensures that the most urgent issues are addressed first, significantly improving response times and customer satisfaction.

Improved resolution rates

A good ticketing system provides the tools and data necessary to solve customer problems effectively. Access to a customer's history and past interactions allows support agents to personalize their approach and resolve issues more accurately, often in less time.

As small businesses grow, so do their customer support needs. Ticketing systems are scalable solutions that can grow with a business, accommodating an increasing volume of queries without sacrificing service quality. This scalability ensures that businesses can continue to provide excellent customer support, regardless of their size.

Data-driven insights

Ticketing systems collect valuable data on every customer interaction, which can be analyzed to gain insights into common issues, relevant key performance indicators, customer satisfaction levels, and support team performance. These insights can inform strategic decisions, helping businesses improve their products, services, and overall customer experience.

Lower operational costs while maintaining service quality

Improved agent productivity and efficiency means your organization can more easily provide top-notch customer service with fewer agents, reducing costs without impacting service quality. For example, you can use bots to provide 24/7 support rather than staffing a late-night support team. Take a page from Unity’s playbook, and the software development platform saved $1.3 million by adding Zendesk automation, bots, and self-service resources

6. Build customer trust by keeping their data safe

By employing:

Advanced encryption methods

Secure access controls

Regular security audits

Ensure that sensitive information, such as personal details and confidential communication, remains safe from unauthorized access and breaches. Adherence to data protection regulations and transparent privacy policies further reinforce customers' confidence that their data is handled responsibly and securely.

Data security is especially important in the financial and government sectors. For example, Indigov provides constituent relationship management software to local, state, and federal governments. To comply with government regulations, Indigov uses Zendesk due to its SOC 2 and FedRAMP certifications and single sign-on to add a further layer of protection.

7. Enhance collaboration between departments

Ticketing software can break down communication silos between teams and increase collaboration across departments. Agents can connect with colleagues via email, Slack, or Microsoft Teams, all within Zendesk. Tracking all communication in a unified omnichannel agent workspace ensures everyone stays in the loop on issues, conversations, and updates.

That makes it easy for a team member to pick up where someone else left off, like when a teammate is out sick or on vacation. Implementing a ticketing system leads to higher levels of customer satisfaction. By ensuring timely, personalized, and effective support, businesses can build stronger relationships with their customers, encouraging loyalty and positive word-of-mouth.

6 Best Practices for Ticketing Systems and Software

1. Utilize AI for Accurate Ticket Routing

AI can analyze large amounts of data, including past interactions, agent expertise, and even the keywords in the request itself, to assign tickets to the most qualified agents. This allows for far more precise routing than manual or basic rules-based systems.

2. Employ AI to Improve Quality Assurance

AI can automate repetitive tasks like analyzing call transcripts or evaluating sentiment, freeing human reviewers to focus on complex interactions or coaching opportunities. This delivers a more thorough review of a larger sample of interactions, leading to a more comprehensive understanding of agent performance.

3. Leverage AI for Workforce Management

AI analyzes historical data like:

Sales trends

Customer traffic patterns

Employee performance

To predict future workforce needs. It then accounts for employee skills, preferences, and availability to create optimal schedules. Real-time reporting enables you to adjust throughout the workday to adapt to changing needs.

4. Use AI to Assist Agents

AI agent enhancement tools can improve the quality and speed of agent resolutions. For example, AI can summarize detailed tickets, helping agents quickly grasp the issue at hand. It can also refine the tone of their replies, resulting in more professional solutions.

5. Implement AI Bots for 24/7 Support

AI agents aren’t susceptible to burnout, so they can work around the clock. Pretrained on billions of real customer interactions, AI agents can process complex requests. And since human agents deal with fewer requests, they can devote more time to matters that require a human touch.

6. Choose a Reliable Software Partner

An experienced software provider brings in-depth knowledge about ticketing systems and industry best practices. They can guide you through the setup process, ensuring it aligns with your needs and workflows. This level of expertise avoids costly mistakes and streamlines the implementation, saving you time and resources.

How to Implement a Help Desk Ticketing System

Define Your Goals

Before implementing any software system, you need to understand the reason for adopting it. Setting clear and attainable goals is essential for a smooth IT ticketing system implementation. Every business's primary goal is similar: to offer reliable support to end-users.

You can keep more specific goals in mind, such as resolving maximum requests at the first contact or lowering the time your support reps take to respond to an issue. Once you have defined your goals, you can plan a course of action to achieve them. It is also important to document and share these goals with the concerned members so that everyone is on the same page.

Understand User Expectations & Pain Points

To better serve your end-users (employees or customers), you need to explore their pain points and expectations. If users expect your business to offer an appropriate solution within an hour, addressing their concern beyond that time frame can lead to a poor experience.

To understand the common concerns of your users, you can ask them questions like:

Can you wait in case your issue is escalated to the concerned rep or department?

Are you comfortable interacting with an agent or do you prefer self-service?

How easy was it for you to register my request with us?

How do we further improve our IT support process?

Over time, uncovering more challenges and solving them can alleviate user pain points and offer a wholesome customer experience that exceeds their expectations.

Onboard & Train Your Agents

Before implementing an IT ticketing system, you will have an important question: How many people do we need in our IT support team? The answer will largely depend on your user base and the number of requests you typically receive. Once your staffing needs are taken care of, you will have to make your staff well-versed with the nitty-gritty of IT ticketing software.

Now is the right time to share the goals (in the form of a service catalog) that you had documented previously. Set aside a relevant budget and time to train your support representatives. Regular training sessions help develop skills, knowledge, and confidence in your support team. A well-trained team will take you closer to achieving a pool of delighted users.

Create Predefined Rules for an Automated Workflow

To improve efficiency within your IT ticketing system and save time, you need to automate manual tasks.

Ticket Assignment

Most IT help desks use the Round Robin ticket assignment feature to assign tickets to available agents automatically. You can also choose to assign tickets to relevant agents who are the most capable to handle them.

Rules

You can set predefined time rules that perform the desired action after a certain period of time has elapsed. For example, you can set a time rule that automatically sends a feedback email to customers after their issue is resolved.

Rules

Service Level Agreements (SLAs) define the level of services that a business has promised to deliver to end-users.

These rules can ensure that agents adhere to all requirements while managing IT support tickets. For instance, if your SLA states that user issues must be responded to within 4 hours, your ticketing tool can remind your agents about this.

Create a User-Centric Knowledge Base

Customers are getting more comfortable with the idea of helping themselves. By offering channels such as a self-service knowledge base, you can significantly reduce ticket volume and costs on the go.

Make your knowledge base mobile-optimized as a vast proportion of customers search for their queries using their smartphones.

Make searching easy by structuring popular self-help articles or guides at the top.

Regularly update the content and take feedback from your users.

If a majority of users approach your support team to seek help with common or basic questions, taking the time out to respond to such similar requests can overburden your agents. To save time, you can create a pool of canned responses that can be easily accessed using an IT ticketing system.

Target the Right KPIs

For effective IT support operations, you need to consistently track and improve key metrics. By using your IT help desk's reporting capabilities, you can gauge the overall effectiveness of your support reps and discover areas for improvement. You can track key performance indicators (KPIs) such as average response time, first contact resolution, and overall user satisfaction.

Metrics not only define your IT ticketing software’s success but can be used to create a sense of accountability among your team members. Scheduling automated reports on these metrics will help your support managers stay on the right track.

Test Run Your IT Ticketing Software

The IT ticketing system setup is incomplete without running multiple tests. The goal of testing your IT help desk is to avoid finding bugs or making the system better. It’s to reduce risks by eliminating problems and getting your team well-acquainted with the interface. Be patient and give your team enough time to explore all the features.

This will allow your team to completely adjust to new software and customize their workflow before they go live. You can share sample tickets with your team and ask them to resolve them within a constrained time period. The success of your support operations ultimately depends on how well-versed your team is with the tools they use every day. Reward your top performers and share their success stories to hit your goals well before deadlines.

Use ChatBees’ AI Customer Support Software to 10x Customer Support Operations.

ChatBees optimizes RAG for internal operations like customer support, employee support, etc., with our AI customer support software. It provides the most accurate response and easily integrates into workflows in a low-code, no-code manner.

Try our AI customer support software today to 10x your customer support operations. Get started for free. No credit card is required. Sign in with Google and start your journey with us today!