The overload of user tickets in a company is often a symptom of deeper dysfunctions in the organisation and management of IT tools. This phenomenon can slow down business efficiency, increase costs, and affect employee satisfaction.
In this article, we analyse four main reasons why you might be receiving too many tickets and the impact this can have on your business.
Here’s what you need to know: 👇
1. Poor Ticket Qualification
One of the most common reasons for ticket accumulation is poor ticket qualification. Users, often in a rush, submit tickets with incomplete or vague information, such as “It’s not working” or “Error with my order.” In such cases, the support team must first clarify the nature of the problem before resolving it, resulting in extra work for issues that are often simple.
This leads to longer resolution times, as support staff need to request additional information, creating back-and-forth communication and slowing down the process. This lack of clarity in ticket submission is often due to users being unaware of the critical information needed or simply lacking the time (or willingness) to detail the problem properly.
The result? Saturated support teams, delayed ticket resolution, and frustrated users who feel their issues aren’t being addressed promptly.
💡 Tip: Avoid generic email submissions for support requests. Implement “smart” ticket submission forms with essential fields tailored to the nature/category of the request to streamline resolution.
2. Lack of User Training
A major reason companies receive excessive tickets is the lack of training provided to users on the tools they use. When employees do not fully understand how to use business applications (HRIS, ERP, CRM), they struggle even with basic functionalities. This lack of understanding leads to an increase in tickets for problems that could otherwise be avoided.
This issue is aggravated when new employees join or when new tools or features are introduced without proper training. The support team becomes inundated with recurring and basic requests, diverting their attention from more complex incidents.
A lack of digital skills and understanding of internal processes becomes a bottleneck, impacting not only productivity but also employee satisfaction and engagement.
💡 Tip: Organise regular training sessions tailored to users’ skill levels and profile. Opt for microlearning by offering short, targeted training modules accessible whenever users need them to make it easier to learn and adopt new features.
3. Absence of an Accessible Knowledge Base
When users lack access to a clear and well-organised knowledge base, they tend to submit tickets for recurring questions or minor issues that could have been resolved independently. Support agents are then overwhelmed with low-value tickets, which slows the resolution of more critical incidents.
The absence of a structured and updated knowledge base makes it difficult for users to find quick answers. Even when a knowledge base exists, it is often poorly promoted or difficult to navigate. As a result, users prefer to submit a ticket rather than spend time searching through confusing documents.
This reliance on support teams not only overloads them but also slows down users who could have solved their problems in minutes if provided with the right tools.
💡 Tip: Create an easily accessible knowledge base with regularly updated documentation. Actively promote its use among users and ensure it is simple to navigate. Offer intuitive search tools to help users quickly find answers to their questions.
4. Inefficient Prioritisation in Ticket Handling
Not all tickets require the same urgency in handling. However, in many companies, ticketing systems fail to effectively prioritise support requests. Without proper prioritisation, tickets are often handled in the order they are received, regardless of their criticality or impact on business processes.
This can lead to situations where minor or non-urgent tickets are resolved before critical incidents, prolonging downtime for the most affected users. For example, a ticket related to payroll failure or a block in the purchasing process could have significant financial consequences but might be delayed because less important tickets are being addressed first.
Poor prioritisation not only delays the resolution of serious problems but also increases user frustration, making the support team seem inefficient or unresponsive to urgent needs.
💡 Tip: Implement a priority management process based on clear criteria (business impact, problem criticality, etc.). Train agents in prioritisation and regularly monitor performance to ensure critical tickets are addressed first. Use dashboards to track support service performance and adjust priorities as needed.
Conclusion
An excess of user tickets can quickly hinder your organisation’s performance, leading to delays, widespread dissatisfaction, and decreased productivity. By implementing appropriate organisational solutions, such as better user training, rigorous prioritisation, and an accessible knowledge base, you can not only reduce ticket volume but also improve employee satisfaction and the efficiency of your support teams.
To combat excessive ticket volumes, there are solutions, and we’ve shared a few in this article.
👉 Many companies rely on intranets to store process documentation so that users can find answers independently.
However, this approach is often less effective than expected! This article explains more: Misconception: The intranet answers all user questions
👉 For additional solutions, discover THE ultimate secret to receiving fewer user tickets.
