Top 10 Must-Have Features of an IT Ticketing System

Small and large companies need to address a broad range of operational and service issues every day. Many rely on email, which has a downside of allowing too many problems to slip through the cracks or land in the wrong person’s inbox. An IT Ticketing system is a better choice for any company that hopes to increase its revenue. These are ten must-have features of the best IT Ticketing systems.

1. Easy to Use

The main reason to consider implementing an IT ticketing system is to add efficiency to daily operations. IT ticketing software should be easy to use and not require a considerable learning curve, which can take time away from the issues it should help to resolve. Entering, saving and recalling data must require a minimum number of steps.

2. Prioritization

Employees often handle assignments as they receive them. However, this could lead to urgent problems that can affect the bottom line, being relegated to the bottom of a list. The best IT ticketing software will continually re-prioritize tasks as it receives new ones. Employees can better manage their time and ensure that they address urgent needs quickly.

3. Ticket Assignment

The best IT ticketing systems assign issues to agents specially trained to handle particular categories of problems. It is essential that these systems quickly and appropriately reassign tickets if the initial agent is unavailable.

4. Security

Most IT ticketing systems convey confidential information about companies or individuals via email. A limited number of individuals must have access to the details of each ticket to avoid confusing or thwarting the resolution process. The system must also include measures to safeguard or encrypt private information to prevent it from getting into the wrong hands. When choosing an IT ticketing system, it is prudent to consider only those with robust security features.

5. Live Chat

Live chat can provide customers with an immediate resolution for simple problems and allow agents more time to concentrate on time-consuming tickets. Standard ticketing methods can still address simple issues after business hours, but live chat can substantially eliminate a backlog.

6. Reporting System

Reporting systems can provide an overview of staff performance and indicate deficits in training. They can also offer insights into which strategies a business should pursue or abandon by highlighting consistent problems and results.

7. Receipt Notification

After receiving a ticket request, a ticketing system should immediately issue an automated acknowledgment of receipt and a reference number. This communication initiates the resolution process and prevents the sender from wondering about the status of the issue. It is a feature that is necessary for excellent client service.

8. Self-Service

Efficient IT tracking systems enable customers or end-users to generate solutions without an agent’s intervention. This feature can recognize keywords in emails requesting assistance with various issues and propose appropriate solutions. As a result, agents are free to focus on the most pressing and complex problems.

9. Comprehensive History

An essential feature of an IT tracking system is its ability to retain the history and progress of solving an issue. Businesses can use ticket histories to analyze best practices or determine how a previous problem resolution might apply to a current issue.

10. New Feature Integration

Every organization’s operating requirements change and evolve as it grows. Therefore, a ticketing system that can integrate with updates and new features in the future is necessary. A business should not have to invest in a new software system every time it expands its requirements.

A ticketing software system can be an indispensable tool for running a business and retaining clients. In an increasingly competitive environment, the right IT ticketing software can take a business to the next level.