Tickets, calls, defective equipment, people complain ... It supports the movements at supersonic speed and, if your computer professionals have to handle everything with, say, Outlook, your business can lose a lot of money.
Also read: its solutions company
Associate a mail client with high industry's high wages and you will do in a situation of "throwing money in the drain". The resolution of a single technical assistance case can cost between $ 2.93 and $ 49.69 and, if you offer multi-level computer support, you can expect triple expenses whenever A problem is escaled.
In short, it is better to help your IT support staff to be as productive as possible. That is true. Such software can save up to 670 hours of work per year.
Also read: its solutions company
As a general rule, a computer support ticket system is to automate manual tasks and help IT managers manage the lifecycle of each request.
At the heart of a computer, support ticket system is, as the name suggests, ticket management. The system creates a ticket every time a new case is submitted, adds all the data of the affected clients and incidents.
Also read: it supports companies for small business
Note that the terms "help computer" and "computer service office" can sometimes be used interchangeably, even if, strictly speaking, they are two separate entities. Unlike the support service, the service office focuses on users or, as defined by the ITIL framework, a service is "the point of communication between the service provider and all its users". On the other hand, when he assists the offices of a first appearance in the 1980s, they were simply a way to report and resolve the incidents on an ad hoc basis.
The terminology becomes even more confusing when your IT department also serves as customer service. So, you can get away from the use of the bad term.
Also read: it supports services company
Here are the best ticketing systems today:
Spicotes
Hubspot
ostecket
Servicaneow
Canidwiser
Web support office Solarwinds
JIRA Service Desk
JITBIT
Zammad
Freshdesk
REQUEST TRACKER
Zendesk
We will review all these elements in detail but, first, let's talk about the main considerations when choosing a computer support ticket system.
Also read: outsourced
it support services
Characteristics of the computer ticketing system: what to search
When you search for a Helpdesk ticketing system, it is important to take into account the needs of your client and the workflow of your agents. All systems do not offer the full set of features and you may use a combination of tools to get the desired results.
In general, here is what you need to look for when choosing the ticketing software.
Also read: outsource it support
Self-service options
External knowledge base
An external knowledge base creates a rare win-win-win-win (yes, it's a triple victory situation) for customer support. Customers willingly resolve the problems themselves that reduce the volume of your company's overall ticket.
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