How to Manage and Minimise the Number of IT Support Tickets You Get

Posted on Friday, April 15, 2022

An IT support system can refer to a variety of things. It not only controls a company’s IT infrastructure, but it also serves as the first point of contact for urgent issues and technical guidance. With the average worldwide cost of server downtime currently approaching $400,000, (£320,740) it’s no wonder that firms are spending about $164.2 billion (£131.6 billion) on IT support.

IT support in any firm, large or small, will ultimately reach a point when the quantity of service requests becomes excessive. IT departments appear to be struggling for a variety of reasons, including budget limits and a lack of resources. It’s only natural that efficiency and productivity suffer as the long list of requests becomes longer and longer.

We don’t want to be inefficient, yet it is unavoidable if IT support can’t keep up with demand. When productivity is compromised, it has the potential to affect practically every aspect of the firm. With this in mind, the IT department must implement a method to expedite issue response. 

The idea is to keep end users from waiting too long or being left alone. Make your service tickets a priority. Most of the time, IT assistance is unaware of the severity of a ticket. Naturally, they strive to deal with them in the order in which they arrive. This technique can be beneficial in terms of meeting the Service Level Agreement (SLA), but it can also result in backlogs, with some critical issues getting lost in the shuffle.

The sequence in which tickets are addressed should be decided by IT support teams. Each one should be assessed for its importance and influence on company continuity. This allows them to concentrate on the areas that need the greatest attention.

They can accomplish so by taking into account the following criteria.

  1. The type and severity of the issue
  2. The number of people that are affected by the issue
  3. The potential source of the issue
  4. How promptly it must be addressed
  5. The amount of business processes and services that have been impacted by the issue.

These variables can aid IT support in developing a prioritisation model that allows them to classify issues according to their significance.

Estimate service times realistically

It’s critical that your technical support team to precisely predict the time it will take to resolve a ticket. Of course, this is directly related to the end-user expectation. If a problem arises and support estimates that it would take two hours to handle, anything more than that is likely to result in customer complaints about service quality and timeliness.

When calculating ticket resolution, it’s critical to include unanticipated circumstances. A ticket that should be resolved in 30 minutes can contain a little buffer in case something else comes up. This will not only assist your IT personnel deal with the unexpected, but it will also help them operate more effectively.

Learn about the most prevalent IT issues and how to avoid them

Many seemingly unrelated difficulties might be the result of an underlying problem, and if IT support can solve the problem, it will make their jobs and the company’s lives much simpler in the future. There tend to be many of the same IT support issues that arise quite often. 

A Root Cause Analysis (RCA) can assist the support staff in determining why certain problems recur. This is a methodical strategy that can aid in identifying the root cause of technical problems and should not be disregarded.

Create self-service portals for users

One of the most effective strategies to decrease IT tickets is to provide staff plans they can go through quickly to resolve minor issues that don’t require further support. There has been a considerable growth in the number of tech-savvy people, and implementing self-service portals may greatly lessen the pressure on your IT personnel.

The following tactics can be used by an IT support staff to improve self-support practises.
To tackle the most prevalent IT problems, end users should be given well-curated information. 

This may allow IT experts to devote more time to more difficult tasks.
Instructional movies and how-to manuals may be quite useful in teaching regular employees about common IT difficulties.

You may further assist end-users by deploying smart-chat agents with artificial intelligence to swiftly answer their difficulties, receive follow-ups on inquiries, and fix low-level situations without having to disturb the IT staff.

Take preventative actions to restore your systems effectively

System issues can be caused by a variety of circumstances, such as improper or careless usage or targeted assaults. After systems fail or become infected with malware or viruses, IT teams typically have to devote a significant amount of effort to recovery operations.

In times of crisis, the IT personnel must have a system reset procedure in place. Your IT support can swiftly restore any malfunctioning equipment to a previous state and eliminate any user-induced alterations if you have a baseline installed. With a series of reboots, the system may be readily cleansed.

Because each firm is distinct and the nature of IT problems is evolving at such a rapid rate, it’s impossible to define the “optimal” method to deal with IT challenges. However, it is widely accepted that the more streamlined your IT system and the way tickets reach them are, the better. Rather than our conventional reactive tactics, we need to consider a more proactive strategy to processing and handling requests.

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