When we talk about a Ticket Management System, most companies directly link them to customer service.
Definitely, your Customer Operations team needs a ticketing system to manage, track, and answer all of your clients’ requests.
But if such a system does wonders on that specific team’s efficiency, why are most businesses stopping there?
This is one of the first questions I asked myself when I started working in a company without such a system.
I remember I had a maintenance issue I wanted to report and so I asked my colleague: how do I open a new ticket?
— A ticket? We don’t do that.
— Yes, I want to let the maintenance team know about it so they can work on it.
— Just send them an email
— An email? Ok… who should I send it to?
— Send it to this specific person.
And so I did. Just a few minutes after I got a reply: I’m no longer working in such team. Try reaching out to another specific person.
And so I tried. But an OOO message popped up: I will not be answering back. I retired.
And so it took me way too many questions to way too many people to get the right email to write to.
Do you see all of the issues here? Processes depend on individual people. Emails that need to be known (making it harder for new hires) to solve recurrent issues. Workers stopping their daily tasks to answer back emails they don’t really need to know about.
And all of this can be solved with a simple ticket management system.
I (or no one) don’t need to know who I should write to. I just open a new request, assign it to the relevant team and that’s it.
The team receives a request and answers back when appropriate.
I can easily track progress (everyone can), so no duplicate requests are being made. Process for new hires is just as easy as selecting the appropriate department.
No loss, no complexity, no inefficiencies. Yet so many businesses overcomplicate it.
An HR question? A ticket. An IT issue? A ticket. A product request? A ticket. Simple and straightforward.
If you want to implement such an effective method to manage all your business requests and issues, grab now one of my best sellers: the Ticket Management System, and fix several processes at once.
Hi, I’m Triz!
I’m a business automation expert, Make and Notion certified, and with 7+ years of experience working on Operations and Project Management.
I help entrepreneurs and businesses build systems that help them grow and scale (and stop holding them back).
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