Customer satisfaction, both internal and external, can make or break a company. Good customer service can improve engagement, lead to referrals, and foster good relationships with clients. Bad customer service can lead to bad reviews, disengagement, and (possibly worst of all) churn.
Using a ticketing system as a way to support customer issues quickly and effectively is your ticket to building a solid customer satisfaction framework. Why tickets? Typically they're used to process requests in order to deliver a fantastic customer experience to the users of your service. Although few teams have the luxury of a dedicated ticketing system, Wrike allows you to assemble a simple workflow to effortlessly process incoming requests, quickly and effectively.
Skip the steps and download your pre-built Ticketing System & Helpdesk template here.
Using a request as a ticket
At its core, a ticket is simply a request. Complete Wrike Request Form with the information you need before you can troubleshoot an issue. Some common questions include:
- What is the issue?
- How important is this issue?
- Who is affected by this issue?
- What hardware or software is involved?
- Can you provide a screenshot? (If applicable)
Once this form is built out in Wrike, you can start requesting that every issue must be reported using this form. Each ticket is then assigned to someone who is responsible for moving the ticket through to each successive stage. This is important, particularly if different team members are responsible for tickets at different stages. In these circumstances, the assignee will need to re-tag the ticket and then reassign it to the person responsible for the next action.
When tickets begin flooding in, sorting through them and prioritizing them can quickly become unmanageable. That’s where tagging comes in.
By tagging your tickets with the appropriate folder, you can categorize, sort, and track the progress of each one. By tagging it to a specific folder, you can have the ticket auto-assigned to someone on your team and track it as it moves through to completion.
Another benefit of tagging is that you can review and make a case for future needs. Let’s say you’re in IT and get a lot of tickets regarding poor Wi-Fi. If you’re tagging all these tickets under a specific folder, you can use this data to back up your proposal for additional routers.
Our Ticketing & Helpdesk template contains 3 sample subfolders for categorizing incoming tickets: IT, Product, and Service. All new issues land in the parent folder as tasks and can later be tagged into subfolders.
How to handle a ticket in Wrike
1. Ticket arrives
All incoming tickets should start out in a request form folder. From there, you or someone from your team will manage the incoming requests by reviewing and tagging them. This involves asking the right questions to properly categorize each ticket: Is this request appropriate for our team? What region was it submitted from? What's the level of urgency? These questions will affect the folder tags you use to categorize the ticket.
2. Assign and tag
Once the ticket is tagged correctly, you can assign it to someone on your team or have it auto-assigned to them. After it’s assigned and dated, the assignee will be responsible for handling the request and tagging it in the appropriate subfolders as it moves through to completion.
3. Track and deliver
When you wish to see the status of a current ticket, switch between subfolders to see every ticket with that specific status, or use one of Wrike's work views to view the same set of tasks from a different perspective. You can also tailor your workflows using custom statuses to facilitate next steps. Your Ticketing Dashboard helps you view all ongoing tickets so you can quickly jump in when roadblocks occur.
All completed tickets should be tagged in the appropriate “completed” subfolder. Reports are available to track the number of tickets handled by an individual or to measure the timeliness of ticket completion.
Things to keep in mind
If you love the idea of setting up your own system, start by thinking critically about the type of information and Agile manifesto principles you want at your fingertips. Set up some folders and run a mock request through the different stages. Reach out to your peers to get their feedback on what works and what doesn't. Continuously learning and improving what works for you and your clients is what leads to reliable support and customer satisfaction.
Need additional help? Reach out to your Customer Success Manager or visit Wrike Community to learn best practices around setting up a ticketing system that makes sense for you.