How to Answer Support Tickets: What You Need to Know

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Every business, regardless of its size or industry, relies on information technology to function efficiently. But what happens when that technology fails or encounters issues?

Enter the world of IT support tickets, where support requests are sent from end users to IT support staff, sometimes via live chat. Once received, the team follows a step by step process to resolve the issue.

A Salesforce report revealed that 80% of customers stated that the experience a business provides is just as crucial as its products or services.

“In today’s market, mastering the art of IT support ticket management is more than just a luxury; it’s a necessity for maintaining trust and loyalty with your customer base,” notes Kevin Derenard, CEO of KDIT.

The implication is clear: understanding how to handle support tickets can significantly influence your customer relationships. In this article, we’ll examine the ticketing support process and discuss some of the best practices your customer service teams should follow.

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How IT Support Ticket Systems Work

Every interaction with your customers is an opportunity to reinforce their trust in your brand. The effectiveness of your ticketing system plays an important role in maintaining this trust.

A HubSpot study showed that 86% of service teams believed that a comprehensive helpdesk system boosted their productivity.

When a customer reaches out via email, phone, or live chat, a ticket is generated. This ticket allows your support staff to track, prioritize, and address the issue using ticket management software, ensuring no support requests slip through unnoticed.


Best Practices for Receiving Tickets

  • Encourage Detailed Descriptions: The more information you have at the outset, the easier it is to resolve the issue.
  • Rely on User-Friendly Platforms: Ensure that your support ticket submission platform is intuitive and easy for your customers to use and navigate.
  • Educate Your Users: Offer knowledge base articles and FAQs to guide users in submitting effective tickets.


Prioritizing Tickets

Understanding how to prioritize support tickets is essential. Your support staff should classify the tickets based on urgency, impact, and the type of customer.

A robust ticket management system will enable you to sort incoming tickets using various criteria, ensuring that critical issues are addressed promptly and do not go unnoticed or unresolved.


Efficiently Assigning and Distributing Tickets

Assign tickets based on the expertise of your team members. Use a system that can automatically distribute tickets, ensuring that each ticket reaches the right expert.

Following best practices for how to categorize support tickets can streamline this process, thus saving your team time and avoiding potential frustration.


Communicating With the Ticket Submitter

Clear communication is the backbone of excellent customer service. Always keep the customer in the loop about ticket statuses and expected resolution times.

The more effective your support team is at communicating with your users, the better the experience will be for both sides. Research shows that 83% of customers feel more loyal to businesses that take the time to respond to and resolve their issues.


Resolving and Closing Tickets

Once an issue is addressed, document the solution. This not only helps in future reference but also aids in creating knowledge base articles for customers. Before closing a ticket, seek feedback. This can provide insights into areas of improvement.


Continuous Improvement and Analysis

Regularly review common questions and issues raised in tickets. This can help in refining the support process and in training your customer service teams. In addition, the more answers you have to these frequently asked questions, the more effective your knowledge base will be.


How to Reduce Invalid Technical Support Tickets

Navigating the maze of IT support often leads to encountering invalid technical support tickets. These are tickets that customers might have already resolved on their own, are duplicates of other tickets, or lack the essential details.

These kinds of tickets, while seemingly harmless, can drain significant time and resources from your support team.

To combat this challenge and understand how to reduce invalid technical support tickets, it’s imperative to focus on three key areas:

  1. Enhancing user education to empower them with knowledge.
  2. Implementing a self-service portal that allows users to find solutions independently.
  3. Design a ticket submission form that intuitively guides users to furnish all relevant details.


What are Some of the Most Common Trouble Tickets IT Support Receives?

When it comes to IT support, certain issues seem to occur more frequently than others. Recognizing these common trouble tickets can help IT teams prepare better and offer quicker resolutions. Here’s a glimpse into some of the most frequently occurring challenges.

  • Password Resets: A common issue where users forget or need to renew their passwords.
  • Software Installation / Updates: Requests to install or update specific software applications.
  • Hardware Malfunctions: Issues related to devices like computers, printers, or peripherals not working as expected.
  • Network Connectivity: Problems connecting to the internet or internal networks.
  • Email Issues: Difficulties sending, receiving, or accessing emails.
  • Access Permissions: Requests to access specific files, directories, or software.

By understanding and anticipating these common tickets, your team can streamline their processes and offer more efficient solutions for your users.


How to Handle IT Support Tickets: Key Steps to Follow

Step Description
Prioritize Classify tickets based on urgency and customer type.
Respond Use predefined responses for common issues.
Escalate Refer complex issues to subject matter specialists
Automate Handle routine tasks automatically.
Utilize Knowledge Base Refer to your knowledge base for quick solutions.


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Learn How to Answer Support Tickets With a Trusted IT Support Specialist

Managing IT support tickets effectively is more than just a day-to-day task; it’s a strategic move that can significantly enhance customer satisfaction and loyalty. From understanding the basics of ticketing systems to prioritizing and communicating effectively, every step is crucial.

At KDIT, we pride ourselves on being a leading source for remote and on-site IT support services. Our expertise and commitment to excellence ensure that your IT issues are addressed in under an hour with a team that’s ready to assist you 24/7/365.

Ready to elevate your IT support game? Contact us today for more information and to schedule a free consultation.