10 Steps to Smarter IT Ticket Management

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Stay Connected with End Users

The key ingredient in building a credible relationship with your end user is communication. Regular updates on the progress of requests, important announcements on outages, and any useful ticket resolutions should be shared with the end users. IT help desk software allows you to configure end-user notifications for events such as receipt and updates on incidents, ticket assignment, and ticket resolution and closure. Replies on frequently and commonly ticketed issues and general responses requesting more information can be configured as email templates to improve first response rates. An ITSM system that allows conversations within the ticket will minimize email clutter and maintain a single record system. Live chat software applications offer end users the opportunity to communicate one on one with the IT technician, ensuring quicker turnarounds.

Whether or not you subscribe to the butterfly effect, the idea holds true for IT operations. Even the tiniest of initial changes can determine the path of your IT ticket. So, tread carefully. Without automation and smart management, your help desk could quickly and easily spin out of control. In this slideshow, LeAnn Smiles, market analyst at ManageEngine, has identified 10 easy steps that will make IT ticket management a breeze for your organization.


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