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IT Ticketing Software: An Essential Ingredient for Client Satisfaction & Loyalty
 IT Services, IT Software, Managed Services, and IT Professional Services companies have one thing in common: clients with problems. These clients want service providers to act on their problems quickly, to keep them informed of resolution progress, and they want high quality work at the lowest possible price. Oh, and they don’t care how this happens ‘behind the scenes’ to make the experience seamless for them!
It is the after-sale service, not the initial purchase, that is essential to repeat business. Effective ticketing software system and processes are crucial to high quality service delivery. Particularly for those who are moving into Managed Services, your managed services ticketing system and processes are central to building the credibility and trust necessary for clients to see you as their partner in outsourced IT ticketing management.
How To Know If You Have A Ticketing Problem
Answering the following questions will help you determine if your IT ticketing processes and systems need to be upgraded:
- Can clients communicate issues via multiple routes, including voice, email, web forms, faxes, monitoring alerts and their own portal?
- How do you acknowledge receipt of service tickets - automatically or manually?
- Can you automatically update clients on progress while the ticket is open, based on criteria such as time or events? If so, can this be customized per client?
- Can you create service tickets automatically based on events, dates or client agreement terms, so that recurring activity does not slip through the cracks?
- Can clients proactively monitor and manage their own tickets? If so, can they approve work requested by others in their own organizations?
- Do you seek client comments and satisfaction level after service has been completed? If so, can you monitor trends in responses?
- Can you automatically route tickets to appropriate queues and automatically assign them to a ‘favorite’ or ‘skill-based’ technician?
- Can you automatically queue tickets and assign priority based on SLA’s?
- Can your tickets be automatically escalated to manager attention based on at-risk SLAs?
- Can multiple people across various functions be assigned a single service ticket, so that work happens simultaneously vs. linearly?
- Can you easily identify service tickets for a client to increase resource efficiency during on-site visits?
- Can you provide clients’ ticket detail on invoices so they can be validated quickly, thereby speeding up your payments? If so, can you customize the level of invoice detail based on client needs?
ConnectWise Ticketing Software is the Easy Answer to Your Ticketing Problems
With ConnectWise ticketing software, your clients’ perception of you as a professional services firm will significantly increase. With ConnectWise PSA ticketing software, you will be able to:
- Capture tickets from opportunities, agreements, email, phone, fax, customer portal, and monitoring alerts.
- Have MSP tools automatically create service tickets, and automatically assign and attach them to SLA’s.
- Trigger service ticket creation by date.
- Automatically assign tickets based on service board and default resources.
- Assign service tickets by skill set, certifications and location.
- Allow clients to manage their own service tickets, from creation to close, from their portal access branded with your logo.
- Give clients change management signoff by routing to them for approval any requests coming from within their organizations.
- Use built-in system tools for resolving conflicts, balancing workload, preventing double booking, and measuring resource usage real-time.
- Set up multiple service boards based on client requirements or decentralized locations and departments.
- Automatically capture all activities in complete detail on the service ticket, and control how much detail to copy to client invoices.
- Automatically create client signoff sheets so that field personnel can present polished & complete work approval forms to clients.
- Automatically update time reporting for the resource and the client invoice when tickets are closed, with audit tracking included.
- Automatically bill clients correct rates based on customized rules, so employees no longer have to figure out what to charge for each completed activity.
- Customize workflows based on your company rules and client agreements to drive notifications and escalations.
- Allow employees to view and manage their performance through service dashboards per service team member, and a roll-up of service dashboards for the service manager.
Learn more about ConnectWise IT ticketing software and managed services ticketing system by contacting us today!
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