5 reasons your IT business needs a ticketing system

Let’s be honest here—manual IT ticketing is a thing of the past. Yet, many IT departments are still managing phone calls, emails, chats, and Slack messages for issue reporting.

While integrating an automated IT ticketing system may seem daunting, trust us—it will transform your daily work life for the better.

Why your business needs a ticketing system

Whether you’re an in-house IT department or an MSP (managed service provider), your business can benefit from ticketing software to help streamline incoming requests and make resolution easier, faster, and more efficient.

#1: Set yourself up to scale

As businesses scale, project management becomes a significant challenge. An IT ticketing system is essential for automation as you grow. Emails and phone calls won’t suffice to ensure all issues are handled efficiently. You need an organized system for receiving, categorizing, assigning, and resolving tickets.

Implementing a ticketing system early on allows IT departments and MSPs to provide proactive support, improving communication and satisfaction across teams.

Don’t wait—explore your automation options now. Atera’s automated ticketing system offers powerful features to enhance your productivity as an IT professional.

#2: Centralize incoming requests

The best systems allow ticket submissions from multiple sources, such as virtual agents, phone, email, service portals, and live agents. While handling phone-based reports may work for smaller companies, as you scale, this strategy becomes overwhelming.

A good system centralizes all incoming requests, giving you one convenient location for all issues. Automated systems also tag problems, helping match them with the right technician quickly.

#3: Streamline your processes

Spending your time sifting through emails about a similar IT request months earlier isn’t a valuable use of your time – you’re a highly qualified professional, and that’s a menial task worth automating.

These  systems not only collect incoming tickets, but also categorize them (using rules), assign them, and pull relevant historical data from similar problems or from an employee’s past tickets.

High-quality automated ticketing systems can keep track of technician schedules, input scheduled tickets in advance, and automatically send customers feedback surveys once the ticket has been resolved. These are all steps that can take up a lot of your time and energy, diverting from places where you’re needed more.

#4: Put your focus where it counts

IT professionals are invaluable to any organization. Clients and employees depend on IT to maintain operations and ensure business continuity. Your time is better spent solving complex problems—not managing ticket submissions via email, chats, or phone calls.

With today’s technology, ticketing systems can handle manual tasks like responding to tickets—but they do it faster and more efficiently.

Automating routine tasks frees you up to focus on high-level problem-solving and creative strategizing—things that cannot be automated.

#5: Learn from comprehensive reports and data

A good IT ticketing system tracks tickets from input to resolution and aggregates valuable data. For instance, Atera’s ticketing system provides detailed reports and analytics to help you improve your business and demonstrate your team’s value daily.

More IT departments are being asked to prove their worth, and when the time comes, data on user satisfaction, ticket resolution, and average ticket duration will be critical. We see the value of IT departments—and so should everyone else.

Data can also highlight areas for improvement. Are certain tickets taking longer? Are some technicians faster with specific tags? This information helps you boost productivity and enhance processes.

Why Atera is the right solution for your ticketing needs

Atera offers a comprehensive system with a wide range of features to meet the needs of any IT department or business. The era of manual ticketing is behind us—it’s time to modernize your IT operations with automated ticketing.

Our AI functions seamlessly with our ticketing system to achieve 10X operational efficiency, combining the power of AI helpdesk technology with streamlined processes tailored to align with the way IT departments execute day-to-day tasks. You’re seeking an industry-specific AI helpdesk and project management system, not a generic solution that fails to meet your requirements. Leveraging our expertise in the IT automation industry, we’re here to provide exactly that – an AI helpdesk solution designed to enhance your workflow and efficiency.

We have a robust suite of IT solutions, so whatever your needs, Atera is here to help. Feel free to reach out to us to discuss your business’ unique requirements in more detail.