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Trouble Tickets and Support

If your organization provides support for clients such as web design, graphic design, PC support, pool servicing, yard service, etc. A great way to provide 24/7 support is by an online trouble ticket system. Things to look for in a ticket system are:

  • User login to see ticket history
  • Customizable fields to collect customer information
  • Easily changable email text and subject lines
  • Administrator reports and dashboard
  • Knowledgebase so users can search previous tickets and resolution
  • Automatic routing of tickets based on customer or support area
  • Depending on your setup, integration with field personnel or telephone support
  • There's so much that can be said about this that it can be an entire separate website.

Some products are opensource, like RequestTracker, others are paid, like FreshDesk.com. There a large number of offerings out there. Take a look at a representative list.

 

Homework

Would your customers or clients benefit from a more structured way than sending you an email?

Can you answer questions like: how many open support requests do you currently have? What's the average time it takes to close out a request?

If you could use a more formal helpdesk system, start making a list of requirements: what you'd like it to do, how you'd like it to work.

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