All companies that provide technical or IT support to its customers use different types of helpdesk ticketing solutions. Both, open source and custom online ticketing solutions are in demand and in heavy use by the technical support providers due to a wide array of benefits it offers.

Key benefits of technical support ticketing solution are listed below:
• Better support service
• Better resourced utilization
• Increased productivity
• Increased customer satisfaction
• And more

The IT or technical ticketing solution can be really beneficial to enhance your support services, but only if you use it in a right way. If your support engineers are following clumsy ways, then you will not be able to utilize the full potential of the helpdesk ticketing solution. In this article, I will share 3 most important things to keep in mind and best practice to use online ticketing solution effectively:

1. Buy custom helpdesk ticketing solution or get it customized

Each support center has its own procedures and policies. If you will buy something out-of-the-box, you will need to change the whole working model for the technical support which will not be easy for sure. Thus, it is a good idea to buy a custom helpdesk ticketing solution. It will have all the features to meet your working model and support procedure. If you are using an open source IT ticketing software, then also you can get customization service to modify the solution based on your working model. Furthermore, you must buy an online ticketing solution for technical and IT support, so it can be accessed from anywhere, at any time.

2. Create universal policies

The helpdesk ticketing solutions are effective because it comes with some useful support ticket handling features such as,

• Priority assignment
• Ticket locking and unlocking
• Ticket status with notes
• And more
To use the helpdesk ticketing solution effectively, you should create a strict policy of handling support requests such as,
• Each support request has to be logged in the helpdesk ticketing solution
• Each ticket must have name of the assigned support engineer and customer care executive
• Each ticket must be locked while it is under process
• Each ticket must be updated with the status of it and complete brief of actions taken

3. Monitor Tickets

You may need to spend some time in it, but it is worth it. Once you assign roles and create policies to use the help desk ticketing system, you must monitor tickets regularly. You should check if your support and customer care teams are following the policies correctly or not. You must review if the tickets have complete details as per the policies or not. Also, make sure to take immediate actions to escalate any type of discrepancies in handling the support tickets.

Conclusion

The helpdesk ticketing solution is a great tool and can be really useful, but only if it is used at its best. If the team puts random status in the ticket status or not logging all support requests in the online ticketing system, then it would be difficult to leverage all benefits of it. Thus, follow the tips and steps shared in this article and leverage all benefits of the best help desk ticketing solution.

Author's Bio: 

David is working in an IT company that offers solutions for customer support such as, helpdesk ticketing solution, CRM system, live chat software, voice logger solution, call center software, etc.