Section 26.251 Automating Support Tickets

Question 1

Automating Support Ticket Management

Answer 1

Enhances IT and customer support team efficiency

■ Streamlines issue resolution and improves customer satisfaction

■ Support ticket management is critical for addressing issues, incidents, and service requests

■ High ticket volume can lead to delays, increased workloads, and decreased customer satisfaction

Question 2

Automating Support Ticket Creation

Answer 2

Six steps in the ticket creation process:

● Users submit requests through channels (e.g., email, web form, support portal)
● Automation tool generates tickets based on predefined criteria
● Capture essential information from user submissions
● Categorize tickets based on content or source
● Assign priority based on predefined rules and criteria
● Automated notification sent to relevant support team or technician

Question 3

Benefits of Automating Ticket Creation

Answer 3

Ensures efficient capture, categorisation, and assignment of support requests

● Reduces the risk of lost or overlooked tickets

● Accelerates response time to user needs

Question 4

Ticket Escalation Automation

Answer 4

Ticket escalation addresses complex or high-priority issues

■ Follows a five-step process:

● Define escalation criteria based on issue nature, urgency, and service level agreements

● Create automation rules to monitor ticket attributes and trigger escalation

● Perform predefined escalation actions (e.g., notification, reassignment, change in priority)

● Monitor and track the escalated ticket’s progress

● Resolve and close the ticket, triggering notification to the user

Question 5

Benefits of Automating Ticket Escalation

Answer 5

● Ensures prompt handling of critical issues

● Maintains transparency and accountability in the support process

● Helps meet service level agreements and minimise delays in addressing urgent matters