Knowing how to handle IT support tickets effectively is essential to maintaining smooth operations in any organization. Without a streamlined system, IT issues can build up, which could lead to long wait times and frustrated users.
“Expert knowledge is the key to helping any IT support team respond to inquiries quickly and resolve issues effectively” – Nahjee Maybin, CEO of Kenyatta Computer Services.
The benefits of an established IT support process extend beyond increased customer satisfaction. 86% of customer support teams report that a well-ordered ticketing management system improves their productivity.
That’s why we’ve put together this guide to help you handle IT support tickets like a pro. We’ll show you how to categorize, prioritize, answer, and address customer issues using some of the same tactics we use.
What Are Some of the Most Common IT Support Trouble Tickets?
1. Password Resets
Password resets are one of the most frequent user support inquiries and they are exactly what the name entails. Ensure quick response times and clear instructions to guide users through the reset process. Plus, you should (if you haven’t already) implement self-service password reset tools to allow users to reset their own passwords securely.
2. Software Installations & Updates
Regular software installation and updates are necessary to keep systems secure and efficient. You can automate software updates where possible, but sometimes, users will still need to perform manual steps.
Create a step-by-step guide or use remote support tools to assist users with software installations or updates. Offer real-time support for users facing issues during the installation process to prevent errors or delays.
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3. Hardware Malfunctions
Hardware issues can range from minor defects to the need for complete replacements. Therefore, your next steps may vary based on the nature of the specific issue.
Still, there are some general best practices to follow for these types of inquiries. Offer immediate remote diagnostics to identify hardware issues. If a replacement is needed, streamline the process by coordinating quick shipping of spare equipment and providing setup assistance to reduce user downtime.
4. Network Connectivity Problems
Network connectivity issues are common, especially in remote work settings. These problems can disrupt workflows and cause delays in communication.
Provide live support to help users troubleshoot network issues in real time. Use remote access tools to diagnose and fix the problem without requiring the user to resolve it independently. Additionally, maintain a quick escalation path for persistent or widespread connectivity issues.
How to Categorize Support Tickets
Effectively categorizing tickets improves response times and optimizes resources. Organize tickets based on factors like type, impact, and urgency. A well-organized system helps operations run smoothly and sets clear expectations for resolution times.
How to Prioritize Support Tickets
Prioritizing tickets ensures critical issues get resolved first, while lower-priority tickets are addressed in order. For example, a network outage should take precedence over a single-user software update request.
To determine the priority level of incoming tickets, ask yourself the following questions.
- How will resolving or delaying a ticket affect operations?
- Are there any deadlines or urgent needs related to the issue?
- How many users are affected by the issue?
- Is the user paying premium prices for faster support?
How to Answer Support Tickets
Effective responses keep clients satisfied. Predefined templates for common issues can save time, but personalized responses have a more positive impact. 70% of respondents in one survey said that they believe it’s important for support staff to know their identity and previous support interactions.
It can be difficult to track and memorize every caller and their history. However, you can use these tips to create the impression of personalization with each support call.
- Avoid technical jargon that could be confusing to some users
- Address the user by name and acknowledge their specific problem
- Ask follow-up questions to confirm that the issue has been resolved
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How to Track Support Tickets
Tracking tickets from submission to resolution is essential for improving your IT support process. Real-time tracking software helps teams monitor resolution times and spot workflow bottlenecks. Because 82% of consumers expect a first-call resolution, it’s crucial to spot and resolve such bottlenecks quickly.
While using an automated support ticket system will help your team track tickets, it’s still important for human support agents to keep an eye on the ticket’s status at each stage. Here is what to watch for throughout each ticket’s lifecycle.
| Ticket Submission | First, the user submits a support request through a designated portal, email, or phone. The system automatically generates a unique ticket number for tracking purposes. Confirm that the system is capturing essential details such as the issue description, urgency, and any relevant attachments. |
| Ticket Assignment | Once a ticket is generated, it’s categorized based on the type of issue and assigned to the appropriate team member. This assignment is often automated but can be manually managed for more complex issues. Make sure the ticket is correctly categorized and assigned to someone with the necessary expertise. Also, regularly review assignment rules to ensure they’re still relevant. |
| Ticket Prioritization | The system prioritizes tickets based on urgency, business impact, or any other set criteria. Ensure prioritization rules are followed properly. Regularly audit tickets to confirm that higher-priority issues are resolved promptly. |
| Ticket Resolution | The assigned support team member begins working on the ticket. They update the ticket with actions taken and communicate with the user for additional information or updates if needed. Verify that the team is updating tickets regularly and accurately. |
| Ticket Closure | Once the issue is resolved, the ticket is marked as closed. The user receives a notification that the problem has been addressed. Some systems allow users to reopen tickets if they feel the issue wasn’t fully resolved. Confirm that users are satisfied with the resolution before closing the ticket. Systems should have a feedback loop to capture any complaints about premature closures. |
| Post-Resolution | After the ticket is closed, teams should review ticket data for reporting purposes. Metrics like average resolution time, ticket volume, and common issue types are analyzed to improve future processes. Watch for trends, such as recurring issues or bottlenecks in the ticketing process. Use the data to make improvements in ticket categorization, team allocation, and system efficiency. |
Throughout the whole process, the support team should keep the user informed about progress. If the issue requires more time or additional steps, clear communication helps manage expectations.
How to Reduce Invalid Technical Support Tickets
Invalid support tickets—such as those submitted for non-technical issues or with incomplete information—can waste valuable time and resources. Reducing invalid submissions allows your IT team to focus on legitimate concerns.
Educate users on what constitutes a valid support issue. Provide clear guidelines about the types of problems that warrant IT support and what information they must provide.
You may also use form validation in your ticketing system to make sure users provide key details before submitting a ticket. This helps confirm that the ticket is valid and includes enough information for the support team to address the problem.
How to Reduce Support Tickets Altogether
Providing self-help resources helps users resolve problems on their own. Therefore, you’ll reduce the volume of tickets you receive and empower users. Self-help resources include comprehensive FAQs, knowledge bases, and chatbots.
Additionally, you should consider adding proactive managed IT services to your overall IT support strategy. Having this resource in place reduces the number of issues that occur. Fewer issues means fewer support tickets.
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Outsource Your IT Support to Ensure Your Tickets Are Always Handled Well
Outsourcing IT support can relieve internal staff and improve ticket resolution quality. Experienced professionals resolve issues efficiently, allowing internal resources to focus on other priorities.
However, you shouldn’t outsource your IT support to just anyone. Look for an established team of professionals like those at Kenyatta Computer Services. Our average response time is just 42 seconds, and our average resolution time is 12 minutes. We’ve accomplished that after 33 years of perfecting our own ticket-handling processes.
Reach out today if you’d like to ask for our help.