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Research reveals that 59% of consumers say customer service is essential for brand loyalty. However, most companies need help delivering excellent customer service resulting in poor brand reputation, customer retention rates, and loss of revenue.

Today, thanks to technology, businesses can deliver compelling customer experiences across different channels using ticket management tools.

These tools work to boost productivity and resolve issues for both internal and external error resolution. One such tool is the IT ticketing system

Learn more about intelligent IT ticketing systems and how you can select the best solution for your business. 

What is a ticketing system in IT?

An IT ticketing system is software that helps to streamline IT support processes, track support issues and deliver seamless IT support services. The IT ticketing software equips the IT department with tools to effectively collect, track and resolve problems internally without losing vital information or forgetting to resolve an open case. 

When a user encounters an error or issue with their tool, create a request with details and submit it through the IT ticketing system. This request is called a ticket and holds information about the nature of the error, priority status, and tool. 

Subsequently, the IT department can view error logs, report, prioritize and delegate the task to the IT professional with the expertise to solve that issue.

Unlike the manual process that sometimes leads to losing track of open cases due to heavy service requests, the tool automates ticket management. It eliminates the stress of repeating monotonous activities. 

With automatic notification, the IT department will receive service requests promptly, and users can keep track of the resolution process, which supports employee satisfaction and seamless operations.

Why use an IT ticketing system?

Do you know that  91% of customer service teams say a help desk system increases productivity? Hence, running your business without an IT ticketing system is simply self-sabotage. Using ticket management software will help you achieve the following result. 

  1. Organize a high volume of requests in a centralized system
  2. Maintain users satisfaction and brand loyalty
  3. Automate request resolution workflow and management
  4. Automate Reporting and analytics to anticipate customers’ needs better 
  5. Deliver personalized customer service experience to users
  6. Simplify team collaboration
  7. Helps users find information easily to aid self-service adoption
  8. Support team collaboration and improve agents’ productivity
  9. Deliver effective customer service, which will boost business revenue.

Key features of Atera’s ticketing system

Let’s get out those trumpets, as we’re about to blow our own horn. 🎺

Ticket creation: All tickets come through to the same place, and you can create tickets in not one, not two, but six different ways.

Automation and AI: Auto send tickets to the right technicians using auto-tags and AI-driven automations.

Mobile app: View and manage tickets and time entries on the go, and get notifications about ticket updates, too.

Billing: For MSPs, track the time you work on tickets, assign contracts to different customers, and integrate with billing programs like Xero and QuickBooks Online.

Reports: Track operations, SLA, and more, and stay on top of your business, sharing valuable insights with end users.

APIs: Export data out of the system however you choose, using our robust and rich APIs. Check out more about that here.

The full webinar includes a live demo of many of these top features of Atera’s ticketing system, including how to create contacts and tickets, email templates, and the steps for setting up and accessing a knowledgebase and a customer portal.

Generating, responding, and collaborating on tickets from the Atera platform

There are a number of ways that customers and technicians can open tickets, from manually clicking “new ticket” from anywhere inside Atera, to automatically generating a ticket from an alert. Your RMM will notify you with an alert that there is a problem, and then through the integrated PSA, you can track and resolve the problem for the end user. All the relevant fields will have been auto-generated from the alert. Just head to Admin, and toggle on Automated ticket creation for the specific customers you want auto-generated tickets for.

You can also create tickets by email, API, and through the Customer Portal by the end user, and generate a ticket from a chat window for end-user Windows devices. You can schedule tickets to open ahead of time, for example for recurring maintenance reminders or updates.

Don’t forget that you can use filters to customize your view, for example, filtering tickets that have been created in the last week, or that are for specific customers, technicians, or status levels. You can change the status of tickets, utilize the ticket timer, leave private or public notes on the tickets, merge tickets if you spot duplicate entries, and also open calendar events directly from tickets.

Quick reply templates are a great feature that allows you to respond to FAQs or widespread issues in a single click. Atera ticketing system, provides also AI auto-tagging, which automatically determines the subject of incoming tickets, adding tags to categorize them easier within your environment. You can then set up automations to channel them to the right technicians for resolution.

Customizations and automations of the ticketing system

Custom fields can be applied to tickets, contracts, customers, contacts, and more. You can put in whatever information works for you, changing the status names of tickets to add your own categories, adding your own custom fields to suit multiple tiers of technicians and more.

Ticket automation rules are also a great way to customize the way you work. These rely on specific conditions to trigger an action. One example would be that if a customer opens a ticket outside of business hours, they receive an auto-response that lets them know it’s been received and when they should expect a response. You can set a hierarchy for what order rules will be implemented in, so that one rule can supersede another. For example, a VIP customer that has a higher SLA might not receive the same email.

Email templates are available from within the Atera ticketing system, offering snippets that make it easier to generate emails. You can use HTML code, set up quick-reply templates, set a personal ticket signature, and generally communicate as seamlessly as possible.

The Atera ticketing system also allows you to customize your branding under Admin, White label, customizing your company icon and colors to suit your needs.

Reporting capabilities from Atera’s ticketing system

One of the key metrics for customer-facing businesses is customer satisfaction. The Atera ticketing system, you can view a smart auto-generated Customer Satisfaction Report to get greater visibility into how happy your end users really are. Set the time period granularly, and get a summary of all the ratings you’ve been given from your tickets, and you can even schedule this report to be sent to technicians directly at a regular cadence.

Another relevant report is the SLA report. This lets technicians see how many customers have had their response met within the SLA timeframe, and how often they exceed SLA, too.

The Timesheet Report is very popular for those who bill through Atera’s ticketing tool, allowing you to customize a report that shows a breakdown of every ticket if it’s resolved, if it’s billable, how profitable it was, and more.

Finally, the Load Analysis report shows you how many tickets are open and resolved, giving more insight into your backlog as an IT technician, and the Technician Comparison Report is great for managers to generate and see which technicians are being the most productive and effective.

Is an IT ticket system a CRM?

Customer relationship management (CRM) software is a tool that equips you with a centralized platform to manage customer information. On the other hand, IT ticketing software provides organizations with tools to manage internal support requests. CRM differs from IT ticketing systems  in the following ways:

  1. CRM software focuses on delivering proper customer information management to enhance decision-making. On the other hand, an IT ticketing system aims to resolve employees’ technical issues timely to improve employees’ satisfaction and effective resolution process.
  2. IT ticketing software works on a problem-solution basis in the form of IT support when an error arises. While CRM provides Many features to cater to customer-related issues, it’s equipped with modules for sales, marketing, HR, and IT support services, to name a few. 
  3. CRM software helps you build better employee relationships. While a ticket management system automates error handling for seamless error resolution workflow and employee satisfaction

How to choose the best ticketing system for your business?

Ticket management software aims to quickly resolve internal service or customer issues to eliminate workflow deadlocks. The services support businesses’ IT departments with tools to boost employee and customer satisfaction without losing track of vital records. 

The benefits of using It ticketing software in your IT department are unlimited. However, the market is saturated with many solutions that fail to deliver on their promises. Here’s a list of features to look out for when searching for the best IT ticketing system for your business. 

Supports seamless customization and integration

As your business grows, so do your business needs. You will need to adopt new tools to enhance productivity and efficiency. Hence, it’s essential to use an IT ticketing system that supports integration with popular software

Whether it’s Finance management software, CRM, HR management software, etc., it’s best to check if ticket management software integrates seamlessly with your existing business technology. 

For example, Atera’s helpdesk integrates with TeamViewer and Screen connect and supports creating a session Via AnyDesk for remote access services.

Supports workflow automation

When choosing an IT ticket management system, an important feature is workflow automation support. The system should supported by an AI ticketing system that automatically categorizes incoming ticket requests based on predefined keywords. This feature will eliminate the deadlock caused by queuing tickets until a service agent is available. This way, tickets are rerouted to the best support professional that can resolve the issues fast and effectively. 

Provides a knowledge base for self-service adoption

According to a Microsoft report, 90% of customers globally expect brands or organizations to have an online self-service support portal. Also, a knowledge base helps to save time and cost on repeating mundane service requests. With a built-in knowledge base, users can easily find information on common issues and fix them themselves. 

When selecting an IT ticketing system to boost productivity, you should look for one with a provision for the knowledge base. For example, the Atera helpdesk provides a customizable knowledge base module that supports automatically rerouting unresolved issues to a live agent. 

Select a ticket management system that allows you to customize self-service options to suit your unique business needs.

Provides automated reporting and analytics

Report creation takes time and effort, especially when you have to log every detail on a spreadsheet. Aside from the hassle, it also affects how fast companies can make effective business decisions. 

With about 66% of consumers expecting companies to anticipate their needs, the need for fast data and analytics is a prerequisite for successful customer satisfaction. 

An automated report collects and partitions data following set parameters. 

You can generate a user satisfaction report, resolved tickets, and average ticket creation data. 

It’s best to choose a tool that offers these features, as timely insights will equip you with information to anticipate users’ needs and stay ahead of future issues.

Boost productivity with Atera’s powerful IT ticketing system 

Companies that invest in good customer service have seen up to an 8% increase in revenue. With customer service’s current growth and benefits, you need to be at the top of your game. You need the best IT ticketing tools to achieve the best results, like boosting productivity, organizing tickets, and improving customer service delivery. 

These tools help you to cut costs on a repetitive task, improve productivity, automate workflow, and boost user satisfaction.  

Atera offers businesses an intelligent way to streamline their ticket management workflow with powerful help desk and  IT ticketing tools

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