The Employee Engagement Blog

The Employee Engagement Blog

How Poor Ticket Completeness Is Hurting Customer Satisfaction

Posted by Stephen Spiegel on Dec 9, 2020 9:30:00 AM

customer-service-ticket-completeness

How many of your help desk tickets are actually complete? How do you define ticket completeness? And how can tracking ticket metrics help?

Ticket completeness impacts a range of functions across the business, from reporting to response time. Without all the information on each ticket, customer cases can easily become stalled, uncategorized, and inactive.

The speed at which tickets are resolved is a key factor that determines whether customer satisfaction is high or low. Thus, ticket completeness should be top-of-mind for your help desk and customer service representatives.

This article will cover:

  • Why ticket completeness is important
  • How it relates to customer satisfaction
  • Tips to improve ticket completeness
  • How the Crewhu and Connectwise integration helps

Why is ticket completeness so important?

The entire purpose of having a ticketing system is so there is a method to the madness of managing customer and employee issues. Problems can be handled more efficiently when there are timestamps, notifications, categorization, better organization, and other features.

Ticket completeness means information like the following is filled out:

  • Category of ticket
  • Service type
  • Subtype
  • Item of focus
  • Ticket owner
  • Company
  • Agreement

Tracking ticket completeness metrics can give a lot of valuable insight into how your service department is running. It starts by assessing whether all fields have been filled out and the information is accurate and relevant. Without complete information, the system may not work as intended and tickets start to clog, which means customers will wonder what’s going on and issues won’t be resolved effectively.

Another issue is that if the company or applicable agreement is not referenced on the ticket, it may default to a “catchall” category that may not reach the right people. This could impact the way time is billed and who handles a ticket, which can cause lots of headaches and inaccuracies down the road.

Resolving tickets in a timely and efficient manner requires that tickets are complete, precise, and clear about the issue at hand.

Download the 7 Elements of a Successful CSAT-Program

How ticket completeness relates to customer satisfaction

When tickets are not filled out completely, they may not be adequately escalated or sent to the right people. For instance, if there is no category of ticket selected, it will not be populated in the pool of tickets that the right team is working from.

Because the entire purpose of a ticketing system is to keep things organized and help the team stay on task, when tickets are not complete, these benefits are not realized. Teams may not be aware of a ticket or may not have all the information to work on the issue.

This causes delays, which means that problems are not resolved in a timely manner. These holdups can easily lead to frustration and impatience from customers, which results in much lower rates of satisfaction. Customers want to feel like they are a priority and the company cares about the issues they’re having. When response or completion times are long, they won’t be satisfied with their experience.

Tips to improve ticket completeness

So, how do you focus on ticket completeness and boosting that customer satisfaction score? Let’s take a look at a few strategies and ticket metrics to start tracking now.

First, let’s look at metrics you should monitor to keep the customer service team focused on correctly categorized tickets:

  • Percent of categorized tickets
  • Number of tickets resolved with each category (e.g., “Type” or “Subtype”)
  • Number of tickets with “Item” categorized

To avoid issues with both the Catchall risk and lack of company agreement attachment, here are a few negative metrics to track:

  • Number of tickets resolved with no agreement
  • Number of Catchall tickets resolved

All of these metrics give you greater visibility into the impact that ticket completeness is having on the company so these issues can be addressed. They help you compare the number of tickets being resolved in general to those that are resolved with information missing.

Crewhu integration with Connectwise

The team behind the Crewhu platform wants to help you increase customer satisfaction. That’s why we’ve partnered with Connectwise to help you better track and understand key metrics from your help desk. These metrics open up your visibility into the customer service workflow, help you set goals, and keep improving the customer experience.

The integration now allows you to bring your tickets automatically into Crewhu, so you can start setting up contests to keep teams motivated. Our integration with Connectwise is bound to boost your customer satisfaction rate in no time.

To learn more, contact the Crewhu team, or download our helpful guide, The 7 Elements of a Successful CSAT Program.

Topics: Customer Service, Ticket Completeness, Service Tickets

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