Whether you are a customer or a technical support specialist, remoting (in our case – by tickets) and you, and the second side requires more discipline. Each ticket is a separate job with its execution, its participants and its purpose. So, how to optimize the interaction via ticket system?
1. The rule of "one on One"
Every ticket ("bug") is a relationship between two people: those who have declared a problem, and those who will solve it. If this is a bug someone reports it, someone knows if it is a question – someone asks, someone answers. No matter how many people on both sides involved in the solution of the question, in this communication involves only two.
The responsibility of the one who creates a ticket – tell them about the problem. When you create a ticket, you insist that there is a problem: someone can say that everything works, someone can claim that he has such errors no, someone else – that the problem description too vague and nobody understands what is actually the case. The task of creating a ticket to ensure its viability. If you created the ticket you are his guardian angel until the very moment of closing.
The objective of the second part is to provide the solution. If a ticket assigned to you – your task is to convince the other party that your solution is the best. You can say that this solution is not enough that it's inefficient or not completely solves the problem. Of course, your task is to investigate the roots of problems, to calculate all possible options and to offer a good solution, but all this is secondary, because your master task – to close the ticket.
In tiket-system, one always sells to the other his vision of the issue.
2. Close it!
The ticket system is not a chat, and you didn't come here to talk. You are here to solve your issue. Tickets which are not closed for weeks, is a real nightmare both for the applicant and for the technician: it's hard to track and even harder to control. The ticket can have hundreds of comments, which in the end make you forget what actually was the problem.
This is all a mistake of both parties. The ticket should be formulated briefly and to the point. The ideal scenario ticket is as follows: the problem – clarifying questions – a short explanation of the solution – closing the ticket, thank you.
3. Do not close it!
Every time you find a bug and create a ticket, you are wasting your time. Every time an employee handles your support ticket, provider company spends a lot of resources.
If you confirm the closure of the ticket, and the problem is not really solved, you throw away your money and the money of the provider in the bin. If a ticket is created, you cannot say "Okay, we'll finish later". If it is running, needs to be taken all measures to solve the problem.
Look at it this way: when you created the ticket you have in mind was a specific task, something went wrong. If you have currently not enough time, and you close the question, someone else in the future will find the same bug and will then spend time – and their provider – the solution to this problem. Make the world a little better, do not close the ticket as long as you have not received a full response to your request.
4. Shhh....Do not make noise!
Every time you leave a comment on the ticket, address it to someone – otherwise your comment will count just the statement of opinion, what is called in psychology "communication noise". Remember, the ticket is communication between the two parties.
Always address your question/request/demand a specific person with whom you communicate to close to your problem. Everything else just complicates the process of solving the problem, but in any case, not helps it.
5. Speak louder
Always say that you are not satisfied. Every time you report a problem, explain what went wrong. It is your task – to explain what the product does not work correctly, which is not documented, what has questions. You received the service, and it is your right to report the problem, and it is your responsibility to explain what exactly doesn't meet your expectations.
The formula of the ticket is: "that's what we have, and that's what we should have." How would you move a project from point a to point B: something went wrong at point A, and for all of us it would be better to get to point B. Obviously, your task is to draw that line from point a to point B.
For example, if you have a question, this means that in the documents there is not enough information – and this is the root of the problem. Instead ask: "How to connect X?", say: "In current document there is no information about how to connect H. Please complete them."
Each time you create a ticket, feel yourself an artist – draw a clear line from point a to point B.