Support Ticketing System

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November 28, 2007

When you manage a software development firm you are often asked which department costs you the most. Varied answers are available debating amongst “Development” and “Sales / Marketing”, but my experience teaches me that it is “Support”.

The people, policies and technology are often quite difficult to manage leading to increased “Support Calls”. The human nature asks for external as well as internal support within an organization.

Support Systems are often categorized by the nature in which they were developed.

Managing support requires:

  • People
  • Structure
  • Ticketing System
  • Knowledge Base
  • Live Chat
  • Documentation

Areas that need proper controlled forces are:

  • Monitoring Frequently Asked Questions
  • Educating Support Staff on the latest development advancements
  • Managing Support Staff Ratings
  • Maintaining appropriate backup staff for the areas of expertise
  • Periodic Staff Evaluation on performances

Support ticketing trends / reports are measured using three main criterias:

  • Average Response Time to address a ticket
  • Nature of the support call
  • Frequency of the support call

Support systems are formally designed a three tier architecture. The tier three support being the most complex and the tier one support being the comparatively simpler questions.

Any organization either big or small usually needs a support system and a dedicated department to answer the clients questions.

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