Employee: "Hello, I'm experiencing an issue with my computer, could you assist me?"
Admin: "Certainly, could you please create a ticket?"
Let's be honest; we've all encountered such scenarios in our daily work lives. More often than not, did you actually create the ticket? Employees tend to do so only when they are genuinely stuck and urgently require assistance. Otherwise, they choose to endure the problem silently, avoiding reaching out to IT, HR, or other internal teams altogether.
This reluctance stems from several reasons, including inconvenience, the absence of personal interaction, and the perception of inefficiency, all of which contribute to people disliking traditional ticketing systems.
What is an internal ticketing system?
An internal ticketing system, often referred to as an IT ticketing system or helpdesk ticketing system, is a software solution used by organizations to track, manage, and resolve internal issues or requests. These systems are commonly used by IT departments, human resources, facilities management, and other internal support teams to streamline their workflow, enhance communication, and provide efficient support to employees.
Why is it important to have an internal ticketing system?
Implementing an internal ticketing system is crucial for organizations for several reasons.
Compliance & Gouvernance
First and foremost, it ensures efficient issue resolution by streamlining the process of reporting and addressing problems, leading to quicker resolutions. It improves communication within the organization by centralizing the reporting and updating of issues, preventing problems from getting lost in email communication. For compliance purposes, the company must implement a ticketing system to meticulously track issues and resolutions, enabling easy retrieval of information when necessary.
Internal ticketing systems enhance organization within internal support teams by categorizing and prioritizing issues. This organization ensures that critical problems are promptly dealt with and assigns accountability by specifying responsible individuals or teams. Internal ticketing systems provide valuable data and metrics, enabling managers to analyze performance, identify recurring issues, and make data-driven decisions for process improvements.
For example, it manages Service Level Agreements (SLAs), ensuring that response and resolution times meet agreed-upon standards. Internal ticketing systems play a vital role in measuring and maintaining low Service Level Agreements (SLAs) by incorporating knowledge base features. These features enable employees to independently find solutions to common queries, saving time for both employees and support teams.
Employee Engagement A well-implemented ticketing system, offering swift responses and transparent resolutions, fosters alignment among employees, minimizes downtime, and builds trust in the service. This efficiency not only enhances employee satisfaction but also boosts engagement and productivity, creating a more motivated and efficient workforce.
What is the problem with traditional ticketing systems?
Traditional ticketing systems often pose challenges for employees due to their lack of user-friendliness and personalization. Employees may find it inconvenient to navigate complex interfaces and processes, leading to frustration and decreased efficiency. Additionally, the rigid structure of traditional systems might not accommodate the diverse nature of employee requests, making it difficult for them to communicate their issues effectively, thus hindering the resolution process.
Example of Jira Service Management (JSM) ticketing system
As an employee, having a centralized platform like Jira Service Management to create requests is convenient. However, the challenge arises when employees must determine the appropriate category and sub-category for their issues, requiring extra effort and time. It can feel frustrating as the system lacks personalization, making it seem like the company doesn't recognize individual roles, and necessitates redundant information entry, such as job titles for application access. Additionally, if a mistake is made in the category selection, administrators often require employees to delete and recreate requests, adding to the inconvenience and reducing user satisfaction.
Example of Zendesk internal ticketing system
Zendesk, while offering a familiar customer experience, can still feel outdated when used internally. Employees might find it reminiscent of traditional systems, lacking the modern and intuitive interfaces they encounter as customers. This "old school" feel can impact user satisfaction, as employees might expect a more streamlined and user-friendly platform for internal use.
Impact of using traditional internal ticketing systems
All in all, here are the reasons why people might have negative feelings towards ticketing systems:
Impersonal Interaction: Ticketing systems can feel impersonal, especially when compared to talking directly to a customer service representative. People often prefer human interaction and find it frustrating to deal with automated responses or standardized messages.
Delays in Response: Some ticketing systems have long response times, leaving employees waiting for a resolution to their issue. This delay can cause frustration, especially when the problem is urgent.
Lack of Empathy: Automated responses in ticketing systems might lack the empathy and understanding that a human customer service representative can provide. Employees want to feel understood and valued, and automated messages can sometimes fail to convey this.
Complexity: Some ticketing systems can be overly complex, making it difficult for employees to navigate and submit their issues properly. Complicated interfaces or unclear instructions can lead to frustration.
Perceived Inefficiency: If a ticketing system is not well-implemented, it can create the impression of inefficiency. Employees may feel that their issues are not being addressed promptly or adequately, leading to dissatisfaction.
Lack of Transparency: Employees often want to know the status of their requests or complaints. If a ticketing system lacks transparency and doesn’t provide updates on the progress of the ticket, employees can become frustrated.
Repetitive Information: Employees may get frustrated if they have to repeat the same information multiple times within the ticketing system or to different admin service representatives. This repetition can make them feel like their time is not valued.
It's important to note that not all ticketing systems lead to negative experiences. Well-designed systems that provide quick, personalized, and efficient solutions can enhance employee satisfaction. Companies that invest in user-friendly interfaces, quick response times, and empathetic communication can mitigate many of the issues that lead to employee frustration.
How to solve employee expectations and request management?
To address the challenges associated with traditional ticketing systems and improve employee satisfaction, it is imperative to adopt a modern approach. This involves transitioning from conventional ticket-based systems to more dynamic solutions that offer a seamless experience. Such a system should prioritize:
Modern Experience Eliminate the concept of traditional tickets and portals, shifting towards communication methods akin to popular messaging platforms like Slack or Teams. Employees naturally prefer messaging interfaces, enabling faster, real-time interactions. Utilizing platforms familiar to employees enhances accessibility and encourages more effortless communication.
Integrated Experience Implement an internal ticketing system that integrates seamlessly with existing tools within the organization. For instance, connecting the Human Resource Information System (HRIS) provides essential context, eliminating redundant data entry and ensuring personalized and swift resolutions. Furthermore, integrating the ticketing system with the company's knowledge base, whether it's on Notion or Confluence, ensures that information and request handling are consolidated in a single location. This integration eliminates unnecessary separations and enhances efficiency.
Workflows and Automations Implement intelligent workflows and automations throughout the request resolution process. By identifying repetitive tasks and automating them, such as routing requests to the appropriate department or escalating urgent matters, the system ensures quicker and more efficient resolutions. These automations streamline processes, allowing staff to focus on more complex and personalized aspects of problem-solving.
These three key elements not only transform the ticketing system but also enhance the overall employee experience and engagement. By employing a system that offers a modern, integrated, and automated approach, departments demonstrate genuine care for their employees.
This approach, reminiscent of exceptional employee service experiences, fosters positive sentiments and strengthens the bond between employees and their workplace. Remember how a great interaction with customer service made you love a brand more? The same principle applies here – excellent internal service builds a thriving and satisfied workforce.
A modern, efficient and integrated employee support
Siit is revolutionizing internal support systems to redefine the employee experience. We understand the challenges employees face when seeking assistance, and it's time for a change!
Our new internal request management system embraces a messaging-centric interface, similar to popular platforms like Slack or Teams. No more ticket numbers or complex portals – just effortless, real-time communication. Need help? Just message us, and we'll take care of the rest.
But that's not all. Siit’s system integrates seamlessly with your existing tools. No more jumping between platforms; everything is in one place for swift, informed resolutions.
We've implemented smart workflows and automations, ensuring your requests are handled promptly and efficiently. Your issues are routed to the right department instantly thanks to AI capabilities, and urgent matters receive immediate attention. With our system, you'll experience personalized, hassle-free support like never before.
At Siit, we believe in providing the best employee experience. It's not just about solving issues; it's about making the process effortless and enjoyable. Embrace the change, and let's create a workplace where seeking help is as easy as sending a message. Welcome to the future of internal support!
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Co-founder & CEO
Your employee experience exists whether you strategically craft it or not. We help you make it yours.
The employee help desk for people-centric companies