Essential Features of a Ticketing System for Small Business
Posted: Aug 26, 2018
A good self-service portal
Customers are the lifeline of any business, no matter the industry. After all, without them, there is no profit. As much as we try to minimise potential issues from arising, there’s always a chance that our respective customers will encounter problems and for a small business that lacks the manpower of more prominent corporations, having the right self-service portal included in your ticketing system can make all the difference in providing end-users a means to resolve their concerns much more efficiently.
An organised incident management system
A ticketing system exists mainly to streamline the process of managing issues that need proper resolution, and there’s hardly any point in its acquisition if its incident management system is not organised. The importance of this feature cannot be stressed enough as it will allow you to correctly prioritise tickets that must be dealt with to help keep your end-users happy.
A comprehensive knowledge base
Having an extensive and detailed knowledge base for both administrative users and end-users alike is essential to any ticketing system. In this way, not only will you be able to find the right resolutions to live tickets but you’ll also allow the end-users themselves to educate themselves and potentially find solutions to potential problems encountered on their own.
Quick response options
Tickets should not merely be either active or not, and having a variety of quick response options can make all the difference in keeping the end-users updated with the status of their respective tickets. While this might be a small detail, it can make all the difference in how efficient it can be rather than letting your customers know manually.
Not many realise how important a good ticketing system can be, even for smaller businesses. It can help a company properly manage and process a variety of different tasks relevant to end-user issues, and in turn provide quick resolution for the customers in a cost-effective manner. It is well worth noting that while there are certainly a lot of ticketing systems available, it’s essential to choose one that suits the needs of your business more. Don’t just go for the first one that you see. Instead, the general rule of thumb is to do some research before making a decision.
One top tip is to collect a few options and thoroughly read through the features that each piece of software claims to have. You may also want to go through reviews on the product, since you’ll be able to make a better-informed decision this way.
With extensive research and study, Simon passionately creates blogs on divergent topics. His writings are unique and utterly grasping owing to his dedication in researching for distinctive topics.