Managing user tickets is a major challenge for modern businesses. Whether it’s repetitive questions or complex technical issues, a high volume of tickets can quickly harm your organisation. However, it is possible to significantly reduce ticket numbers by adopting a proactive and well-structured approach.
Discover the secret to reducing your ticket volume with Smart Ticketing in three steps:
1. A Centralised and Interactive Knowledge Base
Users often submit tickets for common issues that could easily be resolved through a quick search in a knowledge base. However, in many organisations, this knowledge base is either non-existent or poorly utilised. When information is scattered across multiple documents or poorly organised, it becomes ineffective. This is why it is crucial to centralise all information into a single platform and make it easy to navigate and consult.
An effective knowledge base should not merely be a collection of PDF documents. Instead, it should provide an intuitive interface, enabling users to quickly find answers to their questions. By incorporating advanced search tools, FAQs, interactive guides, and explainer videos, you can offer users a simple and efficient way to resolve their problems without requiring technical support.
Smart Ticketing integrates a knowledge base directly into your business tools, giving users immediate access to contextualised solutions based on their profile (e.g., manager/employee in an HRIS, buyer/supplier in an ERP) and the screen they are currently using. This reduces ticket submissions for recurring questions and enhances employee autonomy.
2. Automating Responses to Recurring Requests
Every organisation has a number of recurring support requests, such as: how to apply for a specific type of leave, accessing the training catalogue, creating a new supplier user account, questions about system-specific features.
These recurring tickets, while simple to resolve, consume a large portion of the support team’s time—time that could be better spent on more complex and strategic issues. Automation is the ideal solution here.
Automating responses to these tickets allows for immediate user assistance without human intervention. Through automation, users receive predefined answers or are redirected to solutions available in the knowledge base. This not only reduces the workload on support agents but also improves responsiveness and user satisfaction, as they receive quick resolutions to their problems.
Smart Ticketing automates the handling of frequent requests. Based on the selected category of the user’s query, it suggests relevant content from the knowledge base to address their needs.
3. Anticipating Issues with Proactive Analysis
The ultimate secret to reducing ticket numbers lies in anticipating issues before they arise. Proactive trend analysis helps identify recurring problems, anticipate support needs, and implement preventive solutions. For example, if a specific system feature regularly generates tickets, you can improve user training or enhance the resources available in the knowledge base.
Analysing ticket data can also reveal weaknesses in internal processes or defects in business tools used by your teams. By addressing these issues before they become recurring ticket sources, you not only reduce your support team’s workload but also improve the overall user experience.
The dashboards provided by Smart Ticketing allow you to analyse trends and recurring issues, identify the screens requiring the most assistance (based on the most accessed content), and track the most searched keywords in the knowledge base.
Got 20 identical tickets about an unavailable screen within 10 minutes? Use a full-page notification bubble on the affected screen to inform users that the issue is being resolved and updates will follow shortly.
This enables you to adjust the support provided and implement preventive measures.
Conclusion
Reducing user tickets is not merely about easing the support team’s workload but also about improving efficiency and user satisfaction. By investing in an interactive knowledge base, capitalising on automated responses, and analysing help content usage, you can transform ticket management into a seamless and effective process.
With Smart Ticketing, these solutions become accessible and easy to deploy, creating a more productive and satisfying work environment for everyone.
👉 Want to learn more about Smart Ticketing and how this solution can transform your ticket management? Contact us now for a demonstration.
