Comment gérer et suivre les tickets d’assistance ? (2024)

Managing and tracking technical support tickets efficiently requires a robust ticketing system that allows for easy submission, categorization, and assignment of issues. Additionally, utilizing automation tools to prioritize and route tickets based on urgency and expertise can streamline the process. Regularly monitoring ticket status, providing timely updates to users, and analyzing ticket data for trends are essential practices to ensure effective technical support ticket management.

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Absolutely right! The ideal ticketing system is crucial for top-tier customer support. It's more than just tracking; it's about optimizing the entire support process. A system that integrates well with existing tools and offers customization becomes an invaluable asset. Emphasizing reporting and analytics is vital. Without data-driven insights, gauging support effectiveness is tough. A wisely chosen ticketing system can elevate the customer experience significantly.

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Effective management and tracking of support tickets is essential for delivering efficient customer support. By utilizing a ticketing system, establishing clear processes for ticket creation, categorization, and prioritization, assigning ownership, implementing automation rules, and ensuring transparent communication with customers, businesses can streamline their support operations. Integration with knowledge bases, adherence to Service Level Agreements (SLAs), robust reporting and analytics, and continuous improvement through customer feedback.

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Clear ticketing workflows are important. But the pitfall here is, are those handling tickets doing what is expected out of them? Are they actually resolving ticket or passing it across (horizontal or vertical), closing it w/o resolution, using or not using empowerment to resolve etc.?Having defined and expected resolution guide for particular ticket type is an important factor while defining workflow, allowing an independent QA function to establish what actually goes inside the concealed wiring of workflow.

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Workflows increase efficiency by utilising standardised methods. However, restrictive protocols impede both agents and clients. Workflows should guide rather than constrain. Allow for flexibility in special instances. Allow agents to use judgement rather than just following rote procedures. Examine if agents are correctly categorising, escalating, and resolving tickets. Determine the gaps between the prescribed and real workflows. Improve workflows on a continuous basis using data and feedback. However, structure must be balanced with flexibility. When combined with the right technologies, data, and human judgement, well-designed processes maximise support. The objective is to enable rather than hinder greatness.

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The nominal Group Technique (NGT) is a wonderful tool for doing this. We can identify all relevant problem areas and then ask the team members to group them as per the department that has the resources to resolve them. This activity gives better results if performed outside the office best to do it on greener pastures. this can be made part of an edutainment trip of the company.

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It is the future - either done through AI / rule based - or manually. But tagging is essential for identification of trends, emerging issues, and plotting issue types over time.

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Automated acknowledgement messages with ticket #, messages at key stages and satisfaction check at the end of closure are some examples of enabling customer communication throughout the ticket life cycle.

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In my experience, communicating with customers early can be very helpful in earning their trust. Their is a huge caveat here in that acknowledging customers early, without a clear time frame for resolution can be more harm than good. Coupled with this, support staff should be as honest, upfront and transparent as possible where necessary. This can allow customers to share common ground and understand the individual at the other end of the email/phone.

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Often overlooked KPIs for measurement of support systems are as follows:- Who was at fault? Was it the organization - and if yes, can this be tracked to a process, a step, a technology feature etc.?- What's the recurring process, step or feature generating similar tickets, has there an incident be lodged for identifying and fixing the RCA? - Can we track if we are resolving same issues or new issues - rather than bulk KPIs like TAT, error rates, satisfaction level etc.? KPIs need to go down to issue type level to see if there's actual improvement a service area. - Repeat complaints of same customer for same issue. - Adherence of support staff to the established resolution guide or protocol defined.

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An example I've seen is how to finalize the inquiry about any facility management services in advance of our customers in real estate field meaning what we can help our customers in open tickets

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Monitoring and measuring support performance is indispensable to ensuring top-notch service. A pivotal metric in this realm is "schedule adherence," which gauges if support agents are sticking to their designated schedules. Inaccuracies here can directly impact the time customers wait for responses. For instance, if just one agent deviates from their schedule, it creates a ripple effect, thereby elongating wait times. This phenomenon is highlighted by the "power of one" method. The principle emphasizes that in a call or support center environment, every individual's actions, no matter how small, can cumulatively impact overall performance and customer experience.

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When you solve an issue, always do a post-RCA (Root Cause Analysis) as what caused it in the first place and learn how your can overcome it. The best way is to find what other tools, workflows, techniques can be used to solve or reduce the impact, which are not yet used. This is the actual continous learning which is both Professional (work related) and personal development to keep you on top of the fast moving technology. The other part is to share that knowledge to both internally and externally so that your customer can also feel confidence in your abilities that you are adopting the changes with the time.

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Continuously learning and improving support skills is paramount for any support agent looking to excel in their role. One crucial method to achieve this is by reviewing past interactions with customers. By doing so, agents can identify both successful strategies and areas that require refinement. Additionally, observing how other agents resolve issues can offer invaluable insights. They can adopt best practices, learn from colleagues' unique approaches, and avoid commonly made mistakes. By systematically integrating these learnings, agents can not only enhance their problem-solving capabilities but also tailor their approach in assisting future customers more effectively.

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Set SLAs (service level agreements) for response time goals based on priority. Strive to meet them. Analyze metrics like resolution rates, reopening rates, and satisfaction scores. Identify areas to improve.Track response time in each stage - time to initially respond, time to resolve. Monitor trends.Set up automated workflows to route tickets to the right agents based on skills and workload.

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Some suggestions:-The Support Team needs to be involved in choosing the ticketing system.-Ticketing procedures need to speak to responsibilities and deadlines once the ticket is in the hands of another team (Engineering, Product, CS). Accountability needs to be established at each step of the ticket resolution process. -Establish guidelines for following up with customers - with or without movement on the ticket.-Yes, establish categories and tags, but, especially at first, don't go too deep on this. You don't want to spent so much time categorizing tickets that you don't have time to work on them. Balance.-Likewise, keep your metrics simple at first. Once you have a handle on those measurements, and achieving those goals, you can add.

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Through Ticket Management EnhancementBegin by carefully choosing a ticketing system that suits your organization's requirements.Streamline your support process by creating tickets efficiently, ensuring you gather all vital information, and assigning appropriate priority levels.Elevate your support ticket management by incorporating key features such as categorization, automation rules, ticket queues, status updates, SLA management, knowledge base integration, reporting, customer notifications, feedback collection, continuous improvement, security, and comprehensive training. These steps will not only boost customer satisfaction but also optimize your support operations.

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