When an issue arises in an information system like an ERP or HRIS, the user, unable to continue their task, has two options:
- Search for an answer in the available documentation.
- Contact someone within their organisation, such as a key user or a dedicated support team.
Since documentation is becoming less tailored to user contexts and questions are increasingly business-oriented rather than technical, the second option has become an everyday necessity for employees.
However, long resolution times are now common.
This isn’t necessarily because the volume of tickets has increased, but because the tickets themselves are incomplete, making resolution in a single interaction impossible.
It’s common to receive vague reports such as “It doesn’t work,” with no clarity about what is supposed to work, in which process, or after which error message.
Behind such simple statements lie poorly formulated requests, which directly impact the quality and efficiency of internal processes for both employees and support agents, leading to significant time loss.
Here’s what you need to know: 👇
Poorly written tickets
When an HRIS or ERP user encounters a problem, the crucial first step in resolving the issue is drafting the ticket. Unfortunately, most tickets submitted are incomplete, vague, or lack detail. For instance, phrases like “It doesn’t work” provide no context about the problem, the exact step or screen where it occurred, or the user’s role and language settings. This lack of clarity forces support teams to exchange multiple messages to gather more information, extending the resolution times.
A poorly written ticket can also lead to misinterpretation. Support teams may misunderstand the nature of the problem and suggest inappropriate solutions. This issue is particularly pronounced in ERP and HRIS environments, where the variety of processes and functionalities makes quickly identifying the root cause essential to maintaining optimal productivity.
Tip 💡 Encourage users to describe the steps leading to the issue and mention any error messages or unexpected behaviours. Simplify this process by adding specific fields to the ticket submission form or by educating users to adopt this approach.
A different vocabulary
For the final users, the technical terms used in ERP and HRIS systems can sometimes seem overwhelming. This creates an additional obstacle when drafting tickets. Many users are unfamiliar with the correct terminology to describe issues, leading to superficial or inaccurate explanations. For example, they might confuse a simple display error with a deeper issue related to system configuration or their role setup within the tool.
Non-technical users often feel lost when faced with specialised language. They may not understand what details to include in their request to ensure effective handling. For technical teams, this complicates reproducing and resolving the issue, as the ticket’s wording does not align with their investigation logic.
Tip 💡 Provide users with simple, concise documentation outlining best practices for drafting tickets. Simplify technical jargon and include examples of effective ticket formulations.
Tips to improve incident reporting quality
One main reason users draft poor tickets is that they often lack adequate training on this subject. They may not realise that a well-drafted issue report is as important as the resolution itself. Additionally, in high-pressure productivity environments such as HR departments handling payroll in an HRIS or finance teams using an ERP, users prioritise getting a quick solution over precision in their requests.
To address this challenge, tools like Smart Ticketing offer concrete solutions. These tools guide users in submitting requests contextually and intuitively. Mandatory fields can be configured to ensure all relevant information is provided from the outset.
Support teams then receive pre-qualified tickets, enabling them to resolve issues more quickly in a single exchange. Ticket processing speeds up, and users are more satisfied!
Conclusion
In summary, poorly written tickets cause frustration for both users and support teams. To improve the efficiency of incident management, it’s essential to adopt practices that enhance the quality of issue reporting.
The integration of tools like Smart Ticketing to simplify and optimise forms, combined with ongoing training, can significantly improve ticket accuracy and reduce resolution times.
For more information on Smart Ticketing and how this solution can transform ticket management in your organisation, contact us.
👉 Most of the time, it is often assumed that users can accurately describe the problems they encounter. But is that really the case?
This article will tell you more: Misconception: users know how to describe their problems
👉 To delve deeper into solutions, check out our 3 tips to reduce the back-and-forth in request qualification
