So, you’ve got 100 tickets open in your PSA… what state are they in? Unless you have someone dedicated to it, or a really well disciplined tech team, I bet they are NOT a true reflection of the status. How many are ‘In Progress’, but no one is actually working on it? Hands on, actively researching and implementing? How many are in a ‘customer replied state’, but should be scheduled or waiting for the technician?
Why is this even important? You’re running an MSP – a professional services business with a high demand on customer satisfaction. Knowing if your team is struggling, if your customers are getting the attention they need and deserve can all be assessed through some key metrics and a big part of that metric is ticket status. If it’s not accurate at all times, your metrics are going to be messy. If your metrics are messy, then your business decisions will be as well.
Something I’ve noticed from the start of my career in the IT support industry, and I can admit I have been guilty of it as well, is that support techs often struggle to keep their ticket status up to date. Easy enough when things are quiet, but introduce one busy day and things fall off the rails pretty quickly.
Addressing the Ticket Status
I’ve tried many things to keep the tech team on point – incentivising, punishing, allotting dedicated times for ticket maintenance, fancy dashboards. Nothing worked consistently, and if they’re anything like me, I know why.
When you’re a tech with a load of work in front of you and you need to get those numbers down, taking time out to change a ticket status is just a hassle. A pointless admin task that’s just slowing you down! Even if it is only a few clicks. That’s where my rationale went anyway. Move into management and the importance changes significantly, but it’s very hard to get the importance of that past the logic of – but another customer needs my help now!.
A final attempt to address this is to try and harden the team to moments of stress. A go slow to go fast scenario. That approach could be a whole article on its own, but think of it as going slower and taking your time to get it right the first time with great communication can stop rework – this is all in an effort to prevent the moments of high stress, high workload so your staff can stay on top of their ticket admin tasks.
The alternative here didn’t exist for me, and that was an extremely easy, one click scenario to keep a ticket status in check. For those using the tribu platform, your team can now change the status of a ticket immediately with a single click via Teams.
A customer replied to say something simple like:
Yes, good to reboot at 5:00pm.
Great! Hit the Status: Scheduled button in the message and its done.
A new ticket arrived and it’s been assigned to you
Uh oh! CEO has forgotten their password again! You’re jumping on this straight away.
Easy! Hit the Status: In progress button in the message and it’s done.
Decisions with Data
Now, with no real burden on the tech, the excuse of ‘too much effort’ is removed. In less time than it probably took to read the message, they can have the ticket changed. All without changing applications or opening a new window!
With something as simple as Ticket Status being up to date at all times, you can take a much better inventory of your service desk health at any time. No need for that 1 hour meeting to get an explanation on everything. This means better business decisions in the moment and data to do some proper business strategy.
If you’re looking to get the most out of the systems and tools you use, then tribu is a step in the right direction. Teams integration with your PSA or Ticket System is just the beginning and convenience and efficiency. Sign up here and for those already on the platform you can setup status buttons with Knowledge Base article.