Imagine an IT team on a Monday. The day begins with dozens of tickets piling up, some urgent, others routine. The feeling? Complete chaos. Scrambled priorities, dissatisfied customers, and stressed employees. Unfortunately, this is the reality for many companies that haven't yet implemented an efficient ticket management system.
According to the HDI (Help Desk Institute), companies that handle large volumes of tickets without clear processes can lose up to 25% of team productivity, in addition to facing a significant increase in customer dissatisfaction. And when tickets pile up, the problems aren't just internal: delays directly impact the customer experience and can damage the company's reputation.
But the good news is that chaos isn't inevitable. With well-defined strategies, the right tools, and an efficiency-driven culture, it's possible. regain control and streamline processes, improving both productivity and customer satisfaction.
The Impact of Poorly Managed Tickets
Before discussing solutions, it's important to understand the real effects of ineffective ticket management:
- Delays in responses: Tickets that remain on hold for too long lead to customer frustration and lost business opportunities.
- Team overload: Overworked employees tend to make more mistakes and may suffer from burnout. A study by Gallup indicates that 361% of IT professionals report high stress due to poor ticket management.
- Loss of important data: Without proper tracking, crucial information can be forgotten or lost.
- Difficulty prioritizing: Critical tickets can go unnoticed while minor issues consume valuable time.
The result? A spiral of problems that compromise efficiency, service quality, and customer satisfaction.
Strategies to regain control
1. Implement clear SLAs
To establish Service Level Agreements (SLAs) Helps set priorities and expectations. For example, critical tickets may have a resolution time of 4 hours, while routine requests may be resolved within 24 hours.
Companies that apply well-defined SLAs are able to reduce ticket resolution time by an average of 30%, according to data from HDI.
2. Automate repetitive tasks
Automation is a great ally in reducing manual effort. Modern tools allow:
- Automatically sort tickets by urgency or category.
- Answer frequently asked questions without human intervention.
- Intelligent routing to the most suitable employee for each call.
THE Zendesk points out that companies that use automation for simple tickets save up to 20% of team time, allowing you to focus on more complex problems.
3. Create control dashboards
Visualizing data in real time helps identify bottlenecks before they become serious problems. Dashboards allow you to:
- Monitor open, pending, and resolved tickets.
- Analyze average response and resolution times.
- Evaluate individual team performance.
A technology company in São Paulo implemented integrated dashboards and reduced ticket backlog by 40% in just three months.
4. Invest in continuous training
A well-trained team responds faster and more efficiently. Regular training should cover:
- Internal service processes.
- Good communication practices with customers.
- Correct use of ticket management tools.
According to the ITIL 4, trained teams present up to 25% more operational efficiency and greater customer satisfaction.
5. Use data analysis for continuous improvement
Tracking ticket patterns allows you to identify recurring issues and prevent new incidents. For example:
- If the same technical error generates multiple tickets, create a knowledge base or preventative solution.
- Adjust internal processes based on ticket trends.
Companies that apply predictive analytics achieve reduce 20% of recurring tickets, according to studies by Gartner.
Success stories
- Forge, technology accelerator – By centralizing tickets on a single platform and applying automation, it was possible resolve critical calls 35% faster and reduce team frustration.
- Air Tutors, educational sector – Implemented control dashboards and clear SLAs. Result: increased 25% in student and teacher satisfaction with technical support.
- Capricciosa Group, restaurant retailer – Integrating internal and external requests into a single tool has reduced response time to IT requests by 30%, allowing you to focus on serving the end customer.
These cases show that, regardless of the sector, effective ticket management makes a real difference in the day-to-day operations of teams and in customer relationships.
Trends and the future of ticket management
The future of ticket management involves artificial intelligence and machine learning. With these technologies, it is possible to:
- Anticipate issues before they become critical tickets.
- Suggest automatic solutions based on similar histories.
- Identify customer and team behavior patterns.
THE Gartner estimates that by 2026, 50% of medium and large companies will have implemented AI in their ticket management processes, transforming operational efficiency and customer experience.
Out-of-control tickets don't have to be a nightmare.
With clear SLAs, automation, smart dashboards, continuous training and data analysis, it is possible regain momentum, reduce delays and increase customer satisfaction.
And if you are looking for a solution that brings together these features and allows you to manage all tickets centrally, OTRS software from OTRS Group is one of the most recommended tools for companies that want to transform ticket management and regain control of customer service. Talk to us!
