One question we often hear when clients call us with a service issue is: “Why do I need a service ticket?” Here is the answer. The service ticket is the single most important tool we have to make sure that service issues get resolved fast, with no mistakes and with the least amount of disruption to your business. That also makes the service ticket a tool clients should want to use to get their technical problems solved quickly, rather than a tool they resist using — which unfortunately is what some clients still do.
Service Ticket Myths Dispelled
Why would clients wish to avoid getting a service ticket? For some callers, talking to the person who answers the phone (a dispatcher) rather than to an engineer can seem like an unnecessary delay — especially if the issue is urgent. The fact is, however, that by answering the dispatcher’s questions and getting a service ticket filled out immediately, a client will actually save time getting their problem fixed. Here’s why:
The service ticket gets created when our dispatcher asks the caller for basic information, such as:
- What’s the issue that you are calling about?
- Which users and systems are affected?
- How time sensitive is the request?
And so on. The service ticket makes sure no one forgets to gather this basic information that our engineer will need in order to move forward toward finding a solution. The ticket is also the “one-stop spot” where we collect all the information going forward that our engineers uncover as they diagnose and fix the problem. Each engineer can see, at a glance, everything that’s happened from the initial problem report to the final resolution. It also gives the engineer and our administrative staff important time-saving details such as who your key contacts are, how best to reach them and how often they should be kept up to date with progress reports.
Without the service ticket, engineers and you might miss critical information, and the consequences of that might not be good. The same questions might have to be asked more than once, key facts might get overlooked, and the same work might be performed (and billed) multiple times, and with unexpected results. All of this potentially adds unnecessary costs and delays.
More Cost Savings
And speaking of unnecessary costs, another myth that clients sometimes believe is that they’ll be charged for every request that has a ticket generated, even ones that they feel should be no charge. They think that filling out a service ticket means they are going to have to pay for the work. Actually, the truth is just the opposite. Service coordinators do not charge for their time and each ticket is review by management before billing. Our service team uses the ticket to notate work that should be no charge, separating it from billable work. Furthermore, an engineer (who does charge) can get to work on your problem much faster if they have a service ticket in hand rather than an engineer without the ticket.
The fact is, someone is going to have to collect the information necessary to solve the client’s problem. Experience proves that it is always best to collect this information at the start of service rather than later. Service tickets reflect years of experience capturing this type of information, and our service coordinators have been specifically trained on how best to capture it. So the next time one of them offers you a ticket for faster, better service — be sure to take it.