Our Expert Tips on How to Handle IT Support Tickets

October 18, 2024

by Deanna Fielder

Efficient ticket handling is key to maintaining business continuity and customer satisfaction. A well-structured system, proper ticket categorization, and regular feedback can transform how you deliver IT support. That’s why it’s important to train your support agents on how to handle IT support tickets effectively.

“Managing support tickets efficiently is essential for a high-performance IT support operation.” – Thad Siwinski, CEO of Prototype IT.

53% of executives view improving customer experience and operational efficiency as key priorities for their IT investments. While there are other factors involved in ensuring IT solutions can provide these benefits, IT support is a key part of the picture.

So, if you’re interested in learning how to handle IT support tickets in a way that offers those key advantages, our experts have put together this guide. We will explore some industry-standard best practices and show you how to implement them in your organization.

What are Some of the Most Common Trouble Tickets IT Support?

A trouble ticket in IT support is a formal record of an issue or request reported by a user or customer. It typically includes details about the problem, such as the nature of the issue, the time it occurred, and any relevant user information.

Here is an overview of some of the most common issues IT support teams face and how they are typically resolved.

*Network Connectivity Problems*	Check cables, restart router, run diagnostics, escalate if needed.
*Software Installation Errors*	Verify system requirements, reinstall software, apply patches or updates.
*Password Reset Requests*	Reset password through system tools, verify user identity.
*Hardware Malfunctions*	Replace faulty hardware components, troubleshoot power or connection issues.
*Printer Issues*	Clear printer queue, reinstall drivers, check for hardware issues.

How to Answer Support Tickets

Since 82% of consumers expect their IT issues to be resolved within the first call, it’s critical that you keep the ticket’s trajectory in mind from the start. Of course, this should not come at the expense of friendly customer service. There is a strategic way to answer support calls that balances service and helps expedite resolution times. Here are our tips.

Actively listen to the customer’s issue and avoid interrupting.
Ask clarifying questions to fully understand the problem before proposing solutions.
Provide clear, step-by-step instructions when guiding the customer through troubleshooting.
Maintain a calm and friendly tone throughout the conversation.
Manage expectations by informing the customer of the next steps and estimated resolution time.
Use available resources or escalate the issue if it cannot be resolved within the first call.
Document the conversation and actions taken for reference in the support ticket.

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How to Categorize Support Tickets

At most businesses, incoming tickets are usually categorized by priority. Issues are then resolved based on the priority of each ticket. Here is a quick guide on how to assign tickets based on priority. Please note that your organization may differ based on how you set expectations.

Priority Level	Criteria	Examples
High	Critical issues affecting core business operations, security risks, or large groups of users.	Server outage, major security vulnerability, critical system down.
Medium	Issues impacting non-critical systems or a smaller number of users, with moderate business impact.	Software bug affecting some users, slow network speeds in non-essential areas.
Low	Minor issues or requests that do not affect business operations and can be resolved at a convenient time.	Password reset requests, software update inquiries, small UI issues.

Also, you may have clients that pay for faster support in a premium package. If that’s the case at your organization, these tickets should take a higher priority than they otherwise would.

How to Prioritize Support Tickets

Once each ticket is categorized, you will need to implement the resolution process for each. While labels of “low”, “medium”, “high” may seem obvious enough, it’s not as simple as just solving the issues in descending order. Here are the steps you should take to resolve tickets based on priority.

Start with High Priority Tickets: Address tickets labeled as “high priority” first.
Follow the Escalation Process for High Priority Tickets: If a high-priority issue cannot be resolved quickly, escalate it to higher-level support or management to prevent prolonged downtime.
Evaluate Medium Priority Tickets: After resolving high-priority tickets, move to “medium priority” issues. You may have to assess which issues are on the higher and lower ends of “medium” unless your organization has a way to categorize them specifically.
Work on Medium Priority Tickets: Address tickets labeled as “medium priority” by starting with those you assessed as higher priority first.
Address Low Priority Tickets: Finally, resolve “low priority” tickets. Like “medium priority”, assess and resolve issues based on which ones are on the higher end of “low” first.
Close Each Ticket After Verifying Resolution: Ensure that the issue is completely resolved and tested before closing the ticket. Communicate the solution to the user.

If your organization has a “critical” category, these will take priority over “high.” Also, make sure that you keep users informed about their ticket’s status, especially for higher-priority issues. Consistently provide updates on progress and expected resolution times.

Learn More About How You Can Streamline Support Requests on Our Blog

How to Track Support Tickets

Keeping track of requests in your support ticket system helps keep everything organized and ensures that team members can address issues based on their assigned priority. It’s also helpful for resource allocation. Tracking each ticket’s status ensures that agents don’t spend time on an issue that’s already being worked on if not needed. Here are some tips on how you can do that.

Use a centralized ticket management system to log and track all incoming support requests.
Assign clear status labels to each ticket (e.g., Open, In Progress, Resolved, Closed) to indicate its current stage.
Regularly update ticket statuses as progress is made to keep the team informed.
Implement automated notifications to alert team members when a ticket is assigned, updated, or escalated.
Use dashboards or reporting tools to monitor the progress of tickets and identify any bottlenecks.
Set reminders or deadlines for high-priority tickets to ensure timely resolution.
Keep detailed notes in each ticket to document the steps taken and any additional follow-ups required.

How to Reduce Invalid Technical Support Tickets

Overall, ticket volume has increased by 16% on average across IT support organizations since the pandemic. As a result, many teams are increasingly overworked and turning to automation. One way you can reduce your ticket volume is by removing invalid support tickets before they reach your team.

A few signs of an invalid ticket include the following.

Duplicate requests for an issue that has already been reported.
Tickets submitted without enough information to understand the problem.
Requests that fall outside the scope of IT support.

You can reduce your risk of receiving these tickets by following these tips.

Create clear guidelines for submitting support tickets, including required information.
Implement a self-help portal or knowledge base to address common issues before they are submitted.
Add validation checks in the ticket submission process to ensure necessary details are included.
Use automated tools to detect and filter duplicate or irrelevant requests.
Provide training to users on how and when to submit valid support requests.

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How to Reduce Support Tickets Altogether

The key to reducing your IT support ticket volume is proactive management and monitoring of your IT systems. Although your support staff play a key role in ensuring technical difficulties are resolved in a timely manner, you can save their time by preventing recurring issues.

Prototype IT offers 24/7 network monitoring to help you resolve issues before they impact operations. We also provide managed IT services to keep your IT tools performing at their peak. This will reduce the chances of a user needing support for a performance issue.

Reach out today to learn more about us.