Automation Support Tickets

(OBJ 4.7)

Automating Support Ticket Management

• 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
• Two key aspects that we are looking to automate
  • Ticket creation
  • Ticket Escalation

Automating Support Ticket Creation

• Involves the automatic generation of tickets when users or costumers report issues or requests
• Six steps in the ticket creation process
  1. Users submit requests through channels (e.g., email, web form, support portal)
  2. Automation tool generates tickets based on predefined criteria
     • Example: email with specific keywords, request submitted through a web form
  3. Capture essential information from user submissions
     • Description
     • Contact details
     • Metadata
  4. Categorize tickets based on content or source
  5. Assign priority based on predefined rules and criteria
     • Example: Urgent issue might be assigned a higher priority
  6. Automated notification sent to relevant support team or technician
• Benefits of Automating Ticket Creation
  • Ensures efficient capture, categorization, and assignment of support requests
  • Reduces the risk of lost or overlooked tickets
  • Accelerates response time to user needs

Ticket Escalation Automation

• Ticket escalation addresses complex or high-priority issues

  • Critical aspect of support ticket management that ensures that complex or high-priority issues are addressed promptly and by the appropriate personnel.

• Follows a five-step process

  1. Define escalation criteria based on issue nature, urgency, and service level agreements
  2. Create automation rules to monitor ticket attributes and trigger escalation
     • Priority level
     • Response Time
     • Unresolved Status
  3. Perform predefined escalation actions (e.g., notification, reassignment, change in priority)
     • With reassignment, the ticket may be automatically reassigned from lower-level technician to a higher-level expert capable of resolving a more complex issue.
     • A change in priority will allow the ticket's priority level to be elevated to ensure it receives immediate attention.
  4. Monitor and track the escalated ticket's progress
  5. Resolve and close the ticket, triggering notification to the user

• Benefits of Automating Ticket Escalation

  • Ensures prompt handling of critical issues
  • Maintains transparency and accountability in the support process
  • Helps meet service level agreements and minimize delays in addressing urgent matters