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Optimizing User Support: How Teqtivity Enhances Your ITSM Processes

Office desks with computers

Organizing and triaging customer inquiries from numerous channels is already difficult for support agents. Adding to the complexity, studies show that 73% of consumers intend to continue using new support channels. This further emphasizes the need for an effective strategy to serve customers with prompt and effective responses continuously.

So how can this be addressed? Ticketing systems.

Here’s everything you need to know about ticketing systems and how Teqtivity can help you make the most out of it.

What is a Ticketing System? 

Ticketing systems are essential tools for customer service teams to manage and track support cases effectively. These systems provide agents with the consumer information they need to provide personalized service, assist support employees in coordinating their efforts, and automate repetitive processes, allowing businesses to cut resolution and wait times.

In essence, ticketing systems can be defined as help desk software applications that handle and monitor client issues from submission to resolution. These systems streamline support requests by organizing and prioritizing them within a centralized dashboard that displays ticket status, allowing you to keep track of active requests. Users can tag, categorize, and assign tickets as they arrive, all while also tracking the status of active requests.

Furthermore, ticketing systems with shared inboxes encourage teamwork as well. This collaborative approach helps break down silos and enhances overall customer support effectiveness.

How does it work?

Ticketing systems provide customer service managers with valuable insights into team performance metrics such as resolution time, response time, and first-reply time. These systems also enable the measurement of the frequency of client issues, allowing you to identify which issues require attention.

With a ticketing management system, all dialogue between the customer and the agent is logged into a single thread. Internal notes regarding the customer or the issue can also be added by agents for future reference. Agents, for example, could leave a reminder to send the customer a follow-up email to confirm the issue was fixed completely.

Once a customer’s service request is resolved, the ticket can be closed by either the customer or the agent, though tickets can be reopened if further attention is needed. Even after closure, agents can still search through previous tickets in the system to find answers to comparable problems.

Implementing a ticketing system can make a significant difference in providing an exceptional customer experience and preventing customer attrition.

Teqtivity Integration 

So where does Teqtivity come in? Teqtivity seamlessly integrates with popular ticketing systems like Zendesk, Jira, and ServiceNow, offering a broad range of benefits that enhance efficiency, reduce efforts, and save time.

With Teqtivity, comments can be automatically posted to an open ticket, eliminating the need to enter information twice. This automation includes details such as the task completion status, the responsible individual, and the timestamp, ensuring accurate and up-to-date ticket updates.

Teqtivity can also streamline onboarding and offboarding processes by pulling relevant tickets into the new hire and termination tool. This integration expedites the assignment or collection of assets, enabling swift and efficient onboarding or offboarding procedures.

Moreover, Teqtivity has plugins available for Jira and Zendesk. With the Teqtivity app, you can:

  • View all assets assigned or loaned to the ticket reporter; your technicians can update the status of assets allocated to the ticket reporter.
  • See and modify the assets of the reporter within the ticket.
  • Assign new assets to the reporter of the ticket.

Conclusion

Integrating Teqtivity with ticketing systems offers significant advantages in terms of efficiency, time savings, and streamlined processes. Teqtivity’s seamless integration enables automatic posting of comments to open tickets, eliminating duplicate data entry and ensuring accurate updates.

The integration allows for seamless incorporation, from onboarding and offboarding tickets to facilitating quick and efficient asset assignments or collections. This is an excellent way to enhance your IT asset management workflows, improve productivity, and provide better customer support, ultimately leading to enhanced operational efficiency and customer satisfaction.