Collect data for the creation of the IT ticket
The data you collect and save when creating an IT ticket is essential to the efficiency of your customer service. It is necessary to collect enough data to accurately represent the underlying problem, classify it and route it to the right resource, but be careful not to collect unnecessary data: it slows down the support process and represents a waste of time and resources. The challenge faced by many IT organizations is not knowing what data they will need; either they collect too much information or they have to come back to the user later to collect more. Businesses also tend to collect data that
The good practices for managing technical assistance tickets show that it is necessary to manage all of these elements in a consistent manner in the form of “tickets”, but also to classify them according to the type of problem they represent. For example, this involves collecting the user ID or email address and using it to find contact information and location. You can also enter the tag of an asset or the identifier of a device and search for information on configuration and version, or enter the name of the affected system or service to search for monitoring data and recordings. a change. To effectively implement this approach,
The two additional pieces of information to collect for user initiated tickets and those registered by support agents are: “What is the impact of this problem? and “how can we reproduce this problem?” The answers to these two questions can usually only be provided by the end user, and are essential for assessing the severity of the ticket and assigning the appropriate priority to it.
The recent trend in customer service is to see users opening tickets using mobile devices. These devices provide an opportunity to collect additional pieces of information that may prove useful in the support process. First, geolocation - most mobile devices have their GPS enabled and are able to share location data with installed apps. Location data can help support personnel better diagnose network connectivity and latency issues that may appear to the user to be system or service issues. Mobile devices are also usually equipped with cameras and can capture screen images and videos.
Provide a first response to the client
You may not be able to process a ticket immediately. But users, on the other hand, expect to receive an immediate response. Good IT ticket management practices show that an automated response that confirms the correct creation of the ticket is necessary. It provides the ticket number, expected response time and a link through which the user can view the status of their request. This is part of the essential communications that must be sent to the user as soon as the ticket has been received. One of the primary causes of duplicate tickets is the inability to provide a ticket receipt by email.
Best practices in terms of ticket content
The content of a technical support ticket is generally presented according to a basic structure with header data and body text. The ticket header provides information about the requester, displays a brief description of the problem reported, as well as classification data for affected systems, and finally the date and time used to calculate SLAs. The data in the header is used to manage the ticket throughout its life cycle. The data in the body of the ticket, on the other hand, is used to perform searches and resolve the ticket. The body of the ticket usually contains data such as the steps to reproduce, a message from the user, troubleshooting notes, and the actions taken to resolve the ticket.
Individual vs. data fields free notes
A common problem encountered by companies when designing their IT ticket management systems is to determine the data to be collected in dedicated fields on tickets versus the data to be entered in free text fields (notes). Dedicated fields for data are easy to use for analysis, reporting and workflow automation rules, but they take longer to fill out than forms.
Good practices in terms of handling support tickets indicate that dedicated forms are more suitable for ticket header data which is generally entered only once (no frequent updates) and for system generated data such as date and time. Since the data in the ticket header is the most commonly used for queue prioritization, routing rules and reporting, having a dedicated form for this data facilitates these tasks. The diagnostic data, user interactions, and troubleshooting notes found in the body of the ticket are more suited to free text fields that allow copying and pasting large blocks of information.
Agent and Applicant Views
An important good practice for the management of IT support tickets is to offer different ways to consult the data of the ticket in question. In the notes that the agent saves on technical support tickets, there are often detailed technical information, troubleshooting notes, and information that can be kept confidential, such as known issues and security concerns. This data is not intended for the requester or anyone else outside of customer support. The views of the ticket offered to the requester should reflect carefully edited and formatted information, which is clear and avoids creating further confusion. Best practices for managing support tickets suggest managing notes from the
Classification of tickets
The classification of tickets is an important element of modern ticket management systems. Data classification is generally used to establish expectations in terms of SLA, to route tickets to the right support teams and to group tickets for analysis and reporting purposes. Rule-based workflow automation uses data classification as a key tool to improve the efficiency of support processes. Technical support tickets should include 4 key elements of data classification:
- Type - Event, Alert, Incident, Request or Question
- Source - System, user or agent generated
- Priority - Priority assigned by the system, business process or ticket activity
- Severity - Assessment of the urgency, the degree of impact on the business and the urgency of the problem.
Tickets must be filed in an accurate and consistent manner in order to receive the right level of attention from your support team, and to ensure that the issues most important to the business are dealt with first.