Benefits of Having a Service Desk Ticketing System

Be it a small and medium enterprise (SMEs) or large scale established companies, customer satisfaction will remain the priority of every business.
It’s happy and satisfied customers that result in a profitable and successful company.
This is the reason why more and more businesses are looking at innovative ways to improve their service desk, accompanied by a powerful ticketing system.
Your business could develop 24 hours a day and seven days a week’s presence, offering complete services and support to the customers and staff alike. 
Many organizations today choose ticketing software for taking the performance of a service desk to the next level.
But, several questions often revolve in the mind of individuals when it comes to the efficacy of the software.
To address them, this article explains the pros and cons of having this software and the considerations that you need to make. 

What are the advantages of Ticketing Software?

Today, a growing number of organizations have laid their trust in outsourcing the ticket management tool completely, instead of creating them in-house.
Although the initial payment that is associated with the purchase of software might be a concern, the rewards combined with higher ROI that the software offers certainly outweigh the complications of upfront expenses. 
To help you know more, here are the pros of selecting a ticketing software:

1. Analytics and Customization

Modern Organisations rely a lot on analytics and data to perfect their process and identify the pain points.

With the analytics offered by these softwares, the performance, and level of customer satisfaction (CSAT) can be measured against the expected outcomes and be compared with the leaders and the average of the market 

2. Multiple Integration

At present, the software is being designed to work on various platforms, where their features can be integrated into different third-party applications, including eCommerce, agent productivity, social media, and CRM.

The software also has features for automating emails and file requests into departments or a particular team using values or numbers as the specifying criterion. 

3. Mobile Support

A ticketing software will never be scalable unless it’s compatible with mobile devices.

Think about it; the mobile interface is everywhere, then why should your service desk stay behind?

There is specific software that is available as mobile apps for simplifying the user experience. 


3. Useful Reports

The reports that are delivered by the software provide an insight into the primary growth indicators like ticket activity, resolution time, agent performance, and service agreement compliance.

They are all about giving you a bird’s eye view of all the tickets for that certain period of time; with this, the service desk team can determine which ticket needs priority attention and which can be resolved later. 


4. User-Friendliness

The software has to be easy to use, allowing customers to submit and track their requests in an effortless manner.

Additionally, they should have access to similar queries to find relevant answers.

Other tools like screen attachments or recordings would also solve lingering issues.

To sum it up, every byte of data in ticketing software never gets outdated or old. 

These are some of the key benefits that the software provides for any business.
However, look around and identify the right one that perfectly meets the service desk requirements of your organization. 

What Are The Cons of Ticketing Software?

It’s undeniable how useful ticketing software can be, yet there are some cons that you need to know and these are:

1. Varied Usability

Only because the software supports the cloud package does it necessarily mean that it will be simple to use.

Truth be told, there can be tons of options with confusing design and clunky interface, making the situation worse than before. 


2. Knowledge Abilities

The quality of the database present in the software is of equal importance.

There are specific systems that can provide the best suggestions to the user when they are about to submit a ticket, while others tend to fail miserably. 


3. Adoption Time

The aim of using ticketing software is to come up with the best experience for the users.

As the service desk team, the customers will also take some time to make themselves acquainted with the operations of the system and the way it works. 


4. Upfront Expense

Though the returns of the software are outstanding, the company must have sufficient funds to be able to purchase the software. 

Consider both the positives and negatives and then determine if a ticket management tool would be the right match for the service desk of your company or not.
The key to success lies in selecting ideal ticketing software that adheres to the demands of the business and assures promising results.
One other key factor that is followed in IT services is ITIL and correlation to ITIL frameworks.

What is ITIL?

The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of best practices for delivering IT services.

What Problem does ITIL solve?

Information Technology Infrastructure Library or ITIL is a set of best practices for IT evolved by the government in collaboration with the private sector.
ITIL is a valuable resource for companies and offers a comprehensive set of methods for IT service management, which can be applied in any organization.
The ITIL process applied to an organization can have many benefits. ITIL is a proven system that helps organizations to improve their IT services.
Thanks to fast-developing technologies and growth of concepts like DevOps and XaaS, there is a feeling that ITIL has become outdated and did not serve any purpose.
This is a misconception, and DevOps, XaaS, and ITIL are all different concepts having their applications.
Each can exist in harmony with the others. ITIL does not become redundant because of any other technology.

The ITIL framework can be effectively used by organizations to create and deliver quality IT services.
Implementing ITIL can help to solve several problems that organizations face. Let us discuss the problems that ITIL can help resolve.
There are several internal problems or issues that organizations would be facing, which can be solved by implementing the ITIL process.
These internal problems are:

  • Inability to get everyone in the organization together to work on the same wavelength so that all can work together to achieve goals.
  • Undefined roles and responsibilities of each person in the IT setup.
  • Not able to define the interactions between various processes.
  • Not able to manage the interaction between various processes, leading to failure in achieving goals.
  • Inability to put together data and analyze performance.
  • Not able to create a plan that can make use of IT effectively.
  • Not able to add value to the processes.
  • Not able to create a comprehensive budget and ensure the availability of resources.
  • Not able to estimate a return on investments.
  • Not able to plan and manage the implementation of changes within the organization.
  • Inability to plan and implement improvements.
  • Difficulty in fixing internal complaints and problems. 
  • Difficulty in being able to analyze why problems are occurring.
  • Inability to control problems that keep repeating.
  • Not able to keep users happy with the IT services provided.

All the above are IT problems that are faced by organizations. ITIL can help organizations to put a system in place that can provide a solution to all the IT-related internal problems.
This is a great advantage as all these problems can affect the smooth operations of the organization.
Resolving these problems will help in providing better services to clients.

Apart from internal IT issues, there are several apparent problems that have a direct bearing on customers.
These problems can have an impact on the business performance of organizations and can affect customer satisfaction.
Some of these problems are:

  • Not able to understand the technical details related to IT management.
  • Inability to analyze risks and impacts of the risks and relying on external vendors to handle risks.
  • Not able to get a return from investments made in IT.
  • Not able to take adequate corrective actions for business problems.
  • Not able to prevent problems and customer complaints from recurring.
  • Inability to satisfy customers with the services provided.

Implementing the ITIL framework has the most potent benefit, which is improving business performance and providing quality services to customers, thereby keeping them happy and being able to create loyal customers.

All the internal and external IT-related problems that organizations face can be quickly resolved by putting a system in place that makes use of ITIL practices.
So, how can ITIL fix these problems?

Firstly, ITIL helps to create a system and can create robust processes for help desk operations, incident management, and change management.
This is the core strength of ITIL, which creates a solid base for the organization.
ITIL allows employees to undergo systematic training, and they can get certified.
This helps to create a valuable pool of human resources that can add value to the business processes and thus ensure that the organization professionally deals with customers.
ITIL creates a service management framework that allows organizations to make effective use of IT by using software tools to implement ITIL practices.
Workflow automation can be easily ensured, and key processes like change management and ticket handling can be automated, leading to greater efficiency, thereby improving business performance.

An organization needs to have data on its fingertips and make use of the data to analyze information.
ITIL helps to create a system whereby analytics can be made use to understand what is happening in the organization, measure processes, and thus plan for improvement.
One of the principal benefits of ITIL is to create a system whereby all processes are defined, and interaction between processes can be effectively managed.
This ensures that all elements of the business processes are in touch with each other and can collaborate to offer better services to customers.
This is by far the most prominent solution ITIL can provide to the problems faced by organizations.
They can work together seamlessly and can respond better to customers.

Information Technology Infrastructure Library or ITIL provides organizations with a set of practices that can help to improve their IT processes and solve all IT related problems, whether they are internal problems or external business problems.
This would help them to offer better services to customers and create loyal customers.


Navrajvir Singh
Navrajvir Singh
Entrepreneur. Strategist. Think Tank.

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