10 min read

Why Leading Organizations Optimize Their Ticketing Systems

February 1, 2024

It is easy to assume that businesses grow because of big, transformative projects. But the truth is most improvements come from small tweaks, daily efforts and a consistent commitment to optimize existing processes.  

48% of IT leaders believe their ticketing system needs to be improved. Yet the key to achieving this might not always be to build a complex business case and switch software solutions. Instead, a growing number of leading organizations that DeskDirector works with see the untapped value in sweating the small stuff – and undertaking long-term optimization projects. 

This article explores how they do that.  

Expect to learn: 

  • The most common (and valuable) goals of optimizing an IT ticketing system 
  • The most powerful drivers of improvements 
  • Actionable tips to start your optimization process today 

3 Ways to Measurably Improve Your Ticketing System  

 

1. Increase Resolution Speed 

As IT departments become more central to every business function, the volume of technical issues – and therefore tickets – inevitably grows. Users need to make the printer work or order their new monitor, and any delay in helping them can have a cascading effect throughout the organization. 

This places a premium on fast, dynamic ticket resolutions. If your system enables techs to act more quickly, resolve more issues and avoid backlogs, it has a measurable impact on the overall health of your organization. But most organizations struggle to realize this goal. 

The average IT ticket is open for more than three days before it’s resolved, while end-users can wait for more than seven hours just to get a response from the IT help desk. This obviously varies based on the specific organization and the type of request being made, but it suggests that most companies would gain a lot from even a small improvement to their ticketing resolution time. 

2. Enhance End-User and Tech Experiences 

The net result of slow resolution time is a poor experience for both parties:  

  • End-users are left on latch, unsure when their request will be actioned and often unable to continue with their work. 
  • Techs are forced to battle an ever-growing backlog of tickets as they seek approvals and manually route requests to the relevant personnel 

Fixing these issues through a combination of targeted automations, streamlined processes and clearer communication leads to a significant improvement in staff morale and trust in the system. The knock-on effect is likely to be lower attrition from techs and increased ticketing adoption from end-users – which ultimately means smoother operations for your organizations. 

3. Reduce Operating Costs 

Research suggests the average IT ticket costs up to $46.69 to resolve, factoring in the labor cost of techs and the expense of running the IT help desk. But small tweaks to the system could have a dramatic impact on those costs. 

Locating and fixing inefficiencies in your ticketing system will not just accelerate resolutions and improve employee experience – it saves you a lot of money. This is especially true given that 80% of the time employees lose due to IT inefficiencies is caused by only 13% of tickets, 

The net takeaway is clear: improvements to your ticketing system are extremely valuable across multiple dimensions. But what can you actually do to realize those improvements?  

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4 Key Drivers of Continuous Improvements 

 

1. Regular User Feedback 

Improvements usually derive from a detailed knowledge of the system’s current operation – and who understands that better than the people who use it every day?  

Create easy (and ideally anonymous!) channels for feedback from both end-users and techs. This will help you locate gaps in the system and generate ideas about how to fix them, as well as allowing you to measure the impact of your adjustments on general employee sentiment. 

2. Collaboration 

Continuous improvements often come not from direct interventions but from the compounding effect of culture change – and what is more impactful on culture than increased collaboration? 

Configure systems that make communication between techs easier and encourage collaboration. This will help not just improve the system itself, but the way your teams work around it – as well as general morale within the IT department.  

3. Market Research 

Leading companies regularly develop new tools and integrations that can improve your ticketing system - which is why researching solution is not a “one-and-done" activity. 

Build a team responsible for staying on top of new technology and upgrades that could benefit your organization. It may be useful to meet at a regular cadence to discuss how innovation is currently reshaping what’s possible and track future trends.  

4. Data Analysis 

Data often tells a story human beings would never notice or articulate – and unlocking those insights can be a breakthrough in terms of rethinking your ticketing system. 

Use a variety of data and remove silos to enable regular analysis. This will help you find bottlenecks within the system, measure efficiency and ultimately develop novel insights that lead to measurable improvements. 

Partner with DeskDirector to Make Long-Term Ticketing Gains 

DeskDirector is not just a leading ticketing software solution that unlocks custom automations, unique integrations and a superior user experience. It is also a business dedicated to evolving our product, with the constant introduction of new features, innovative technologies and better processes, all designed to make your ticketing more efficient and profitable. 

Want to work with a business that believes in continuous improvement? 

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