Support ticket resolution can make or break your service desk. When things are running smoothly, the tickets flow through and problems get resolved quickly. But when a ticket requires more work and gets put back in a queue, the results can be a dissatisfied customer, frustrated employees and a business that is gaining a reputation for not getting things done.
The best solution is to strive to close a support ticket the first time an employee handles it. While this can be challenging, it is not impossible.
Let’s look at 5 support ticket resolution tips:
Ask all the right questions.
You are more likely to achieve quick support ticket resolution if your support personnel ask probing questions. There is a knack to digging out all the information required to close a ticket, and you must train staff to be wary of assuming they know what the problem is.
Asking questions demonstrates that your support people care about the problem that has been brought to them. It rarely frustrates your customer because you are acknowledging their difficulties.
Armed with all the answers to important questions, it is more likely an employee will close a support ticket the first time.
Be quick to escalate.
Some support desks put pressure on support personnel to avoid escalation. Rethink this approach. Empower your support staff to make judgments about which tickets are over their heads or require authority they don’t have.
If the employee escalates to an expert early, you can close a support ticket the first time it enters the queue.
Ask for immediate feedback.
Don’t assume an issue is resolved just because the ticket appears to be ready to close. Train personnel to ask the person with the problem if it has been fully resolved.
Support personnel usually have many tickets in their queue and may be anxious to move on, but asking the customer for feedback can help the support person understand whether the ticket is ready to be closed.
This works with issues that can be resolved on the spot, or in cases where the person who presented the ticket is available to give input on whether the problem has been fully resolved.
Often a customer is presenting a problem without realizing that the solution is available to them without the support desk. Train support personnel to direct customers to self-help documentation.
This can resolve some of the simpler tickets quickly. Once customers know they have easy solutions at hand, the number of tickets coming in could diminish
Zapier offers a guide on how to create a support knowledge base.
Encourage support personnel to get to know the people presenting tickets. This can make dialogue easier. Support people are more likely to resolve a ticket the first time if information is flowing freely between acquaintances.
JitBit suggests that you resolve tickets on a first come first served basis instead of giving VP treatment.
The Bottom Line
Sometimes the organization of your service desk can prevent tickets from being resolved the first time. Ask yourself if your queue is working properly. Can easy-to-resolve tickets receive priority? This could help the flow of tickets through your process. Do employees have the power to suggest solutions immediately, or are they expected to put tickets through an unnecessary process of review? You can’t resolve all tickets the first time, but you can increase the percentage that you resolve when they first come in. Use these support ticket resolution tips to get started.