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Ticketing Systems: The Good & the Bad

Ticketing Systems: The Good & the Bad

By Deskware, January 25, 2019

Ticketing systems are there to make our jobs easier, but some programs can cause more harm than good. It’s important to choose the right system that meets your business’s needs. There are some negatives you need to look out for when you’re shopping around for ticketing systems – along with some positives you don’t want to go without. Here’s everything you need to know!    

The Negatives 

Does This Come with a Manual?    

Keep it simple! Don’t get caught up looking for a ticketing system with all the bells and whistles. When a user sees the dashboard of their ticketing system, all the features should be self-explanatory. If a user needs to read a manual to use a ticketing system, you know its design is overdone.  

Rigid & Formidable 

Your ticketing system should work with you. There needs to be a balance between having a system that isn’t overwhelming while maintaining some easy-to-use customizable features 

Slow as Molasses 

When it comes to your ticketing system, slow and steady does not win the race. The last thing you need to worry about is your system crashing or taking ages to load. Slow ticketing systems decrease employee productivity and your customer service 

The Internal & External Systems Don’t Mix 

Do you have multiple systems that you use to communication internal and external items? When your platforms don’t sync up, you’re jumping back-and-forth between multiple platforms daily. It’s easy to get frazzled and let tasks fall through the cracks when you’re working this way. That’s why working on a system that syncs with your workflow or is an all-in-one platform is best.   

 

The Positives  

User-Friendly  

The #1 thing to look for when you are in the market for a ticketing system is a user-friendly platform. If your system isn’t easy to use/learn, people will not use it. Would you pay money for a system that makes your job harder? We didn’t think so.  

Workflow/Automation  

We’re in the 21st Century, and it’s about time we took advantage of it in the workplace. Automating things like responses, task organization, follow-ups, alerts, assigning tickets, and even closing them is all possible with today’s ticketing systems. Using a ticketing system with automation frees up your employees’ time to focus on the bigger picture. Say goodbye to monotonous tasks and hello to productivity.  

Cloud Integration  

Chances are you’re keeping track of a lot. There are many moving pieces involved in a single project. When you’re working on a cloud-based ticketing system, everything is fully integrated, so you can keep track of it all in one place. That’s the beauty of the cloud!  

Categories & Organized Filtering  

We’ve mentioned organization a lot, so a natural place to end is discussing ticketing systems that allow you to organize by filtering and categorizing. How overwhelming is it to see a list of 100 tasks for you to complete listed together? Very. By using filters and category settings, you can organize items by the client, due date, urgency, project type, internal, external, and the list goes on. The best part about most systems like this is the filters and categories you select are customizable to your needs.  

The Final Takeaway 

If you’re looking to purchase or upgrade your company’s ticketing system, there are some things you should know. The functionality of a ticketing system can make or break the experience for your employees and your customers. Shop smart!  

Deskware 

Deskware is a combination of manual and automated processes that allow you to resolve customer issues fast and efficiently – all in one place. The cloud-based nature of this ticketing system helps to keep track of conversations, prioritize, categorize and implement problem resolution, so you are always a valuable resource for your customers. To learn more, visit us online 

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