It’s tempting, in the heat of the typical support technician’s day, to enter minimal information in service tickets to speed resolution. After all, closing tickets quickly is the goal, right? Fifteen years of industry consulting experience, however, has taught me the opposite is true. It’s important to take a little time to compose and update tickets properly.
Clients and end users will prove better satisfied, less angry and happier, though, if technicians take a moment to properly structure service tickets, enter thoughtful status updates and finish resolving issues by specifying resolution information that proves critical in building an effective knowledge base potentially enabling a teammate to more quickly solve the same issue in the future.
In this TechRepublic Premium article technicians can learn how to properly structure service tickets, gain appreciative customers and end users, and CSAT ratings which will reward your efforts.