One of the distinctions of Helpdesk Ticketing Systems is that they are believed to be the be-all-end-all solution for support teams seeking to streamline customer service. Helpdesk Ticketing Systems often take one-off, disconnected conversations, and turn them into organized, trackable ticket statuses. The ultimate promise here is that teams will stay on top of every customer concern when they can track them in a Helpdesk Ticketing System and, in theory, become more efficient, remain more accountable, and enable full visibility across their support operations.

By viewing issue statuses, assigning priorities, tracking conversations about individual tickets, and collaborating across various departments, a robust Helpdesk Ticketing tool offers structure to what might otherwise be chaotic.

When the System Starts to Break Down

However, while sometimes a Helpdesk Ticket System is developed in hopes of simplifying and streamlining support efforts, many organizations are finding their Helpdesk Ticketing tool is complicating these efforts even further. 

The complications might start out small: an intuitive interface, weird categorization, or slow response time during heavy use. Often, these small inconveniences ultimately pile up over time and turn into serious problems: outdated and unresolved tickets, duplicated efforts on tickets, and worst of all, customers who are not satisfied with the service being provided.

Instead of speeding up support, agents begin to get bogged down managing the Helpdesk ticket system itself. As they click through infinite dropdowns to build an implementation, they eventually learn that the automation of a completely process-driven initiative that the Helpdesk ticket system was supposed to assist with it is still far better than clicking about in the Helpdesk interface, using multiple disconnected tools, or trying to isolate specific issues—moving teams further away from solving customer issues.

This doesn’t only slow your support team down, it also frustrates your customers.

When Customers Notice the Gap

Your users will see the inefficiencies quickly. Long wait times, being asked the same questions multiple times, or always getting passed, or feeling there is no way to get the issue resolved is frustrating for customers. A helpdesk ticketing system should offer agents a means to get things done smoothly—not create more opportunities to go back and forth.

Getting the System to Work for You 

Here is the good news: A Ticketing System can still be one of your greatest assets if done with intention. Choose a platform that is user-friendly, customizable, and has the ability to scale as your business grows. Take the time to fully train your team, then continuously seek feedback on how they can improve their workflows.

Work with your agents during the initial set-up, after all, they know best where the daily grind can be problematic. If the system is working with your agents not against them, support will be faster, smarter and a lot more efficient.

Conclusion 

A Helpdesk Ticketing System is only as good as its implementation and use. If your system is generating delays or confusion or making their job harder, you may want to reevaluate. Implemented properly with a user-first mindset, your ticketing system can transition from being a hindrance to becoming a real support powerhouse.