Managing support requests can quickly become time-consuming and inefficient when excessive back-and-forth occurs between users and IT teams to qualify a request. This not only affects resolution times but also diminishes user satisfaction, as users expect their issues to be resolved quickly.
Fortunately, there are solutions to optimise ticket management!
Here are 3 tips to significantly improve this process 👇
Guide users in submitting their requests
One of the main reasons for repeated back-and-forth is that users don’t necessarily know what information to provide when submitting a request. By guiding them from the outset, you can prevent incomplete or unclear tickets.
This guidance can take the form of dynamic forms that ask users the right questions or mandatory fields that must be filled in before submitting the request.
By structuring the ticket submission process this way, users are less likely to omit crucial details that would delay the handling of their requests. A well-designed and intuitive interface helps users feel supported throughout the process, improving the accuracy of the information provided.
Tip 💡 Use a solution like Smart Ticketing to provide contextual guidance throughout the ticket submission process, ensuring essential information is collected before submission.
Collect accurate information from the start
Repeated exchanges to clarify a request often stem from a lack of specific information in the initial submission. To avoid this, it’s vital to gather accurate and detailed information from the beginning. This includes details such as the environment where the issue occurred, the actions leading up to the incident, and any other relevant contextual data. Targeted questions during ticket submission ensure this information is systematically captured.
With this data in hand from the start, IT teams can better understand and resolve the issue without needing to contact the user for clarifications. This not only speeds up resolution but also allows requests to be prioritised based on their actual impact.
Tip 💡 Smart Ticketing lets you customise ticket submission forms to meet your needs: required fields, categories, and request types.
Its artificial intelligence can also capture contextual information from the user’s screen, eliminating the need for manual input (e.g., purchase request numbers or the name of a training course the user cannot enrol in).
With structured forms and guided data collection, users can provide all necessary details right from the initial ticket submission.
Improve request routing
When users submit their issues, it’s not uncommon for these to be misrouted. This can happen because users are unsure which department or contact should handle their request, or because the information in the ticket isn’t sufficient to determine the right recipient automatically. Misrouting results in successive transfers between teams, wasted time redirecting tickets, and frustration for both users and support teams.
To address this, an effective ticketing system should be able to automatically route requests to the correct recipient as soon as they’re submitted, without adding complexity for the user.
Tip 💡 Smart Ticketing allows you to configure routing rules based on request categories or types. Once a user submits a ticket, it is automatically directed to the appropriate team or individual, eliminating the need for additional interventions to reroute or clarify the request.
This mechanism streamlines the process by removing unnecessary transfers and reducing response times.
In summary
Reducing the back-and-forth in request qualification is essential for speeding up incident resolution and improving user satisfaction. By guiding users during ticket submission, collecting precise information upfront, and improving request routing, you can significantly optimise this process.
To learn how Smart Ticketing can enhance your ticket management and reduce the back-and-forth, contact us today!
