The Top 5 Problems With Current Ticketing Systems
JUL 14, 2017 16:36 PM
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The Top 5 Problems With Current Ticketing Systems

 
by Larry Alton
 
Ticketing systems (or issue tracking systems) are a convenient way to help your customers with tough problems, and help your development team find and address bugs faster. For example, you may use an email ticketing system to automatically notify your team when a user submits a potential issue; from there, you can have an individual address the issue, and mark it as resolved in a central database, along with notes on what they fixed (if they fixed anything) and how. 
 
However, like all modern technologies, current ticketing systems aren’t perfect and can cause headaches if you aren’t prepared for their potential downsides.
 
Biggest Problems With Modern Ticketing Systems
 
These are some of the most common issues that development teams and customer service representatives face:
  1. Documenting the ticket flow. Let’s say you have a new issue tracking system in place, and it automatically notifies everyone on your development team when there’s a ticket. What happens then? Is someone supposed to log into the platform and claim the issue as their own? Should there be a discussion over chat? If your ticket flow process isn’t clear, you’ll likely end up duplicating efforts or you’ll have a host of unresolved tickets that never see any further action. To this end, you’ll need to create and document a standard operating procedure that everyone can follow. Documentation is important because it gives all members of the team a consistent resource to reference; that way, if there’s ever an argument or discrepancy, you can check the document for clarity. It’s also useful for training purposes. 
  2. Bad UI. Some ticketing systems’ user interfaces (UI) are downright abysmal. Once logged in, you’re left in a dashboard with dozens of unclear options, and no intuitive tools to tell you what to do next or how to do it. Obviously, you’ll need to train your employees on how to use the system the way you intend them to, but overall, it should be fairly intuitive. If nothing else, the system should be customizable enough for you to remove some of the features that you don’t immediately need, and/or add some of the features that aren’t already present.
  3. Poor descriptions from customers. Most issue tracking systems only do the grunt work of bringing you the issues that customers are inventing—and sometimes, customers aren’t articulate or specific about what they’re noticing. If you want your issue tracking system to be more efficient, and worthwhile for your employees to use, you’ll need to prompt your customers for more specific information, and give your developers tools they can use to deal with tickets that don’t immediately make sense.
  4. Inconsistent training. Another problem with ticketing systems comes into play when you have too many team members working on the same platform—and some newbies thrown into the mix. Different people will likely have different preferences and different intuitive drives, and on top of that, they’ll have different styles of training. Some might leave detailed notes with their tickets while others leave none at all. There are many feasibly effective approaches to ticket management, but you need to be consistent if you want yours to work—and that consistency can only come from consistent training.
  5. Feedback holes. Do you have a plan in place to collect feedback from customers submitting issues? Are you listening to feedback from your team? Chances are, your issue tracking management won’t be perfect on the first go; you’ll need to carefully and attentively listen to your customers and employees alike if you want to find the holes and patch them with alternative workflows and ongoing changes. You can do this by creating anonymous feedback submission forms, or simply by having open conversations with your team members. Don’t continue using a platform that continues to cause headaches for your team. 
 
Is the Problem With Ticketing Systems? 
 
As you’ve undoubtedly noticed, the majority of the problems listed above aren’t inherent to ticketing systems; instead, they’re flaws in the way that companies implement and use ticketing systems. It’s important for you to take your time considering different issue tracking systems, and choose the best option for your team, but beyond that, you need to understand that no ticket system will be effective on its own. You need to have the right people and processes in place to make the most of that system, or its benefits will be minimal. 
 
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