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A Guide to Online Ticketing Systems

  

If you’ve made the choice to begin recording issues in your business with a special package, congratulations, you’re one step closer  ticketing system to an organised and efficient business. For the average manager, however, understanding the differences between software brands is complex and time-consuming. Here is a quick guide to the basics of issue management. This should help you consider your exact requirements and give you an idea of what to look out for when choosing your product.

Expertise
It is paramount to buy your tool from an experienced company with developer know-how. Contrary to customer belief, ticketing systems aren’t new; some companies have been creating them for over 10 years. Ensure you buy your programme from such a provider – this way you will have more assurance that they’ll be around for years to come. Talk to potential developers and ask questions. Make sure they know what they’re talking about and can answer questions in plain English. It’s important to have a provider who will be on hand to help if you encounter any problems while using the package.

Categories, Reminders and Notifications
Scalable technology is adaptable for large or small businesses alike. If you would like to categorise issues, perhaps by client or product, ensure you select a ticket management system which offers this flexibility. This will give you additional opportunities for the organisation and recording of tasks.

Some service desk software allows you to set up notifications and prompts. This reduces the likelihood of an issue being forgotten about. Reminders are perfect if a user needs to come back to an issue in a couple of days.

Hosted vs Purchase
Most modern issue management systems are browser based. Although referred to as ‘software’, no software is required to be installed by agents or clients. The advantage of online hosted issue tracking systems is that they can be used by anyone with internet access. Hosted and managed options are available for a small monthly fee, or you could opt to buy a licence to the software and host it yourself.

Security
You’ll need to choose an online ticketing system where your data is hosted securely. Privacy settings can prevent specific users (like customers) seeing certain activity. With different user types, like agents and administrators, you can give groups of people different permissions.

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