Generally speaking, what an IT support ticket system does is to automate manual tasks and help IT staff manage the lifecycle of each request.Īt the heart of an IT support ticket system is, as the name suggests, ticket management. Such software can save up to 670 working hours per year. Since you’re reading this article, you’re probably aware that the solution to this problem is an IT ticketing system. In short, it’s best to help your IT support staff to be as productive as possible.
Resolving a single tech support case can cost anywhere between $2.93 and $49.69 and, if you offer tiered IT support, you can expect the expense to triple every time an issue is escalated. Pair an email client with the high wages typical for the industry and you’ll get yourself in a “throwing money down the drain” situation. Tickets, calls, faulty equipment, people complaining… IT support moves at supersonic speed and, if your IT professionals have to manage everything with, say, Outlook, your company may be losing a lot of money.
