1 00:00:00,000 --> 00:00:01,500 In this lesson, we'll discuss 2 00:00:01,500 --> 00:00:03,120 Automating Support Tickets. 3 00:00:03,120 --> 00:00:04,740 Automating support ticket management 4 00:00:04,740 --> 00:00:07,590 can significantly enhance the efficiency of IT 5 00:00:07,590 --> 00:00:11,430 and customer support teams by streamlining issue resolution 6 00:00:11,430 --> 00:00:14,400 and improve overall customer satisfaction. 7 00:00:14,400 --> 00:00:16,800 Support ticket management is a critical function 8 00:00:16,800 --> 00:00:18,780 for our customer support teams. 9 00:00:18,780 --> 00:00:21,900 These teams are responsible for addressing various issues, 10 00:00:21,900 --> 00:00:23,640 incidents, and service requests 11 00:00:23,640 --> 00:00:25,860 that are submitted by users or customers. 12 00:00:25,860 --> 00:00:27,270 In many organizations, 13 00:00:27,270 --> 00:00:30,420 the volume of support tickets can be really overwhelming, 14 00:00:30,420 --> 00:00:33,870 which in turn can lead to delays in issue resolution, 15 00:00:33,870 --> 00:00:35,850 increased workloads for your staff, 16 00:00:35,850 --> 00:00:38,730 and decreased customer satisfaction scores. 17 00:00:38,730 --> 00:00:40,530 Automating support ticket management 18 00:00:40,530 --> 00:00:42,060 helps to address these challenges 19 00:00:42,060 --> 00:00:44,640 by introducing efficiency, consistency, 20 00:00:44,640 --> 00:00:47,460 and scalability into your support process. 21 00:00:47,460 --> 00:00:48,990 When we talk about automation, 22 00:00:48,990 --> 00:00:50,310 remember that we're referring 23 00:00:50,310 --> 00:00:52,890 to the process of using technology and machinery 24 00:00:52,890 --> 00:00:54,600 to perform tasks or processes 25 00:00:54,600 --> 00:00:57,390 with minimal human intervention. 26 00:00:57,390 --> 00:00:59,700 So, when it comes to automating trouble tickets, 27 00:00:59,700 --> 00:01:02,400 the two key aspects that we attempt to automate 28 00:01:02,400 --> 00:01:05,129 are the ticket creation and the ticket escalation process 29 00:01:05,129 --> 00:01:06,330 for our support team. 30 00:01:06,330 --> 00:01:09,390 Now, let's cover the ticket creation process first. 31 00:01:09,390 --> 00:01:11,220 Automated ticket creation is the first step 32 00:01:11,220 --> 00:01:13,620 in streamlining support ticket management. 33 00:01:13,620 --> 00:01:16,800 This process involves the automatic generation of tickets 34 00:01:16,800 --> 00:01:20,070 when users or customers report issues or requests. 35 00:01:20,070 --> 00:01:22,410 Basically, the ticket creation process moves 36 00:01:22,410 --> 00:01:23,700 through six steps. 37 00:01:23,700 --> 00:01:25,410 First, the user or customer 38 00:01:25,410 --> 00:01:27,060 will submit their support requests 39 00:01:27,060 --> 00:01:30,240 through various channels, such as a email, web form, 40 00:01:30,240 --> 00:01:32,250 or dedicated support portal. 41 00:01:32,250 --> 00:01:34,680 These requests can range from technical issues 42 00:01:34,680 --> 00:01:36,510 to service inquiries. 43 00:01:36,510 --> 00:01:39,060 Second, the ticket is automatically generated 44 00:01:39,060 --> 00:01:41,370 using an automation tool that is configured 45 00:01:41,370 --> 00:01:43,080 to monitor these incoming requests 46 00:01:43,080 --> 00:01:45,420 and automatically generate support tickets 47 00:01:45,420 --> 00:01:47,430 based on predefined criteria. 48 00:01:47,430 --> 00:01:50,130 For example, an email with specific keywords 49 00:01:50,130 --> 00:01:51,570 or a request submitted 50 00:01:51,570 --> 00:01:53,280 through a web form can trigger 51 00:01:53,280 --> 00:01:55,080 the creation of a support ticket. 52 00:01:55,080 --> 00:01:57,480 Third, the automation system will capture 53 00:01:57,480 --> 00:01:59,910 the essential information from the user submission, 54 00:01:59,910 --> 00:02:01,800 including the description of the issue, 55 00:02:01,800 --> 00:02:04,950 contact details, and any relevant metadata. 56 00:02:04,950 --> 00:02:06,780 This information is then associated 57 00:02:06,780 --> 00:02:08,820 with a newly created ticket. 58 00:02:08,820 --> 00:02:11,490 Fourth, the automation will categorize the tickets 59 00:02:11,490 --> 00:02:13,650 based on their content or source. 60 00:02:13,650 --> 00:02:16,050 For instance, a ticket related to a network issue 61 00:02:16,050 --> 00:02:18,150 can be categorized under network support 62 00:02:18,150 --> 00:02:20,340 while a request for a software installation 63 00:02:20,340 --> 00:02:22,140 falls under software support. 64 00:02:22,140 --> 00:02:24,870 Fifth, a priority will be assigned to the ticket 65 00:02:24,870 --> 00:02:26,400 based on the predefined rules 66 00:02:26,400 --> 00:02:27,960 and criteria you have set. 67 00:02:27,960 --> 00:02:30,540 For example, an urgent issue may be assigned 68 00:02:30,540 --> 00:02:32,880 a higher priority to ensure that it receives 69 00:02:32,880 --> 00:02:35,160 some immediate attention and faster response. 70 00:02:35,160 --> 00:02:37,320 Six, an automated notification 71 00:02:37,320 --> 00:02:40,140 can be sent to the relevant support team or technician. 72 00:02:40,140 --> 00:02:42,900 This notification includes all of the captured information 73 00:02:42,900 --> 00:02:43,830 so that the support team 74 00:02:43,830 --> 00:02:46,650 can begin to address the issue promptly. 75 00:02:46,650 --> 00:02:48,780 By automating ticket creation, 76 00:02:48,780 --> 00:02:51,330 organizations can ensure that all incoming support tickets 77 00:02:51,330 --> 00:02:52,710 are efficiently captured, 78 00:02:52,710 --> 00:02:54,930 categorized, and assigned for resolution. 79 00:02:54,930 --> 00:02:57,930 This reduces the risk of ticket being lost or overlooked, 80 00:02:57,930 --> 00:03:00,840 and accelerates the response time to user needs. 81 00:03:00,840 --> 00:03:03,330 As a real world example, here at Dion Training, 82 00:03:03,330 --> 00:03:04,980 we use a trouble ticket system 83 00:03:04,980 --> 00:03:07,620 to collect any questions submitted by our students. 84 00:03:07,620 --> 00:03:09,510 These tickets are automatically created 85 00:03:09,510 --> 00:03:13,470 anytime someone sends an email to support@diontraining.com. 86 00:03:13,470 --> 00:03:16,440 But, in addition to creating tickets by email, 87 00:03:16,440 --> 00:03:19,410 we also have several automation and integrations 88 00:03:19,410 --> 00:03:21,450 that also create tickets in our systems 89 00:03:21,450 --> 00:03:23,730 for our student support team to answer. 90 00:03:23,730 --> 00:03:25,410 For example, if you post a question 91 00:03:25,410 --> 00:03:27,540 in the Q&A section of this course, 92 00:03:27,540 --> 00:03:29,790 we have an automation that runs every four hours 93 00:03:29,790 --> 00:03:31,410 to collect those Q&As, 94 00:03:31,410 --> 00:03:33,570 create a ticket for each one of our system, 95 00:03:33,570 --> 00:03:36,240 and then notify the proper student support agent 96 00:03:36,240 --> 00:03:38,610 to create an answer to your question. 97 00:03:38,610 --> 00:03:40,980 Then, our automation will take the answer 98 00:03:40,980 --> 00:03:42,210 from our troubleshooting ticket 99 00:03:42,210 --> 00:03:44,730 and send it back to the question and answer section 100 00:03:44,730 --> 00:03:47,070 of this section so you can review it. 101 00:03:47,070 --> 00:03:48,900 Another common support automation 102 00:03:48,900 --> 00:03:51,210 is one that involves ticket escalation. 103 00:03:51,210 --> 00:03:53,160 Ticket escalation is a critical aspect 104 00:03:53,160 --> 00:03:56,250 of support ticket management that ensures that complex 105 00:03:56,250 --> 00:03:58,740 or high priority issues are addressed properly 106 00:03:58,740 --> 00:04:00,840 and by the appropriate personnel. 107 00:04:00,840 --> 00:04:04,260 Ticket escalation follows a basic five step process. 108 00:04:04,260 --> 00:04:07,440 First, organization will define its escalation criteria 109 00:04:07,440 --> 00:04:10,050 based on the nature of the issue, its urgency, 110 00:04:10,050 --> 00:04:13,230 and the service level agreement that it has in place. 111 00:04:13,230 --> 00:04:15,450 For instance, a critical system outage 112 00:04:15,450 --> 00:04:17,190 may require immediate escalation, 113 00:04:17,190 --> 00:04:18,990 but a question from a student 114 00:04:18,990 --> 00:04:20,880 as to what course they should enroll in, 115 00:04:20,880 --> 00:04:24,420 might be okay to wait a few hours before it gets a response. 116 00:04:24,420 --> 00:04:26,430 Second, we create the automation rules 117 00:04:26,430 --> 00:04:27,810 around the escalation. 118 00:04:27,810 --> 00:04:29,940 Here, our automation tools are configured 119 00:04:29,940 --> 00:04:32,670 with predefined rules that monitor ticket attributes 120 00:04:32,670 --> 00:04:35,130 such as priority level, response times, 121 00:04:35,130 --> 00:04:36,900 or unresolved status. 122 00:04:36,900 --> 00:04:39,120 When a ticket meets the escalation criteria, 123 00:04:39,120 --> 00:04:41,340 the automation is automatically triggered. 124 00:04:41,340 --> 00:04:44,340 Third, we take our escalation actions. 125 00:04:44,340 --> 00:04:45,870 Once the trigger has been breach, 126 00:04:45,870 --> 00:04:48,780 the automation system performs predefined actions, 127 00:04:48,780 --> 00:04:51,270 which may include notifying a supervisor, 128 00:04:51,270 --> 00:04:53,970 reassignment, or a change in priority. 129 00:04:53,970 --> 00:04:55,500 If a supervisor is notified, 130 00:04:55,500 --> 00:04:57,120 then an automated notification 131 00:04:57,120 --> 00:04:59,790 will be sent to a team supervisor or manager 132 00:04:59,790 --> 00:05:02,100 to alert them to the escalated ticket. 133 00:05:02,100 --> 00:05:03,180 With reassignment, 134 00:05:03,180 --> 00:05:05,130 the ticket may be automatically reassigned 135 00:05:05,130 --> 00:05:07,860 from lower-level technician to a higher-level expert 136 00:05:07,860 --> 00:05:10,860 capable of resolving a more complex issue. 137 00:05:10,860 --> 00:05:12,720 Also, a change in priority 138 00:05:12,720 --> 00:05:14,190 will allow the ticket's priority level 139 00:05:14,190 --> 00:05:17,280 to be elevated to ensure it receives immediate attention. 140 00:05:17,280 --> 00:05:19,890 Fourth, we have monitoring and tracking. 141 00:05:19,890 --> 00:05:22,590 Here, our automation will continue to monitor 142 00:05:22,590 --> 00:05:24,150 the escalated ticket's progress 143 00:05:24,150 --> 00:05:25,530 to ensure that it is being addressed 144 00:05:25,530 --> 00:05:28,710 according to the organization's escalation protocols. 145 00:05:28,710 --> 00:05:31,440 Fifth, we have resolution and closure. 146 00:05:31,440 --> 00:05:33,150 Once the issue is resolved, 147 00:05:33,150 --> 00:05:35,610 automation system can trigger the ticket's closure 148 00:05:35,610 --> 00:05:38,790 and notify the user or customer of the resolution. 149 00:05:38,790 --> 00:05:41,310 Automating ticket escalation not only ensures 150 00:05:41,310 --> 00:05:43,680 that critical issues are handled properly, 151 00:05:43,680 --> 00:05:45,180 but maintain transparency 152 00:05:45,180 --> 00:05:47,610 and accountability throughout the support process. 153 00:05:47,610 --> 00:05:49,440 It also helps to minimize delays 154 00:05:49,440 --> 00:05:50,910 in addressing urgent matters 155 00:05:50,910 --> 00:05:52,110 and helps organizations meet 156 00:05:52,110 --> 00:05:53,700 their service level agreements. 157 00:05:53,700 --> 00:05:55,710 For example, here at Dion Training, 158 00:05:55,710 --> 00:05:57,300 we have automations in place 159 00:05:57,300 --> 00:05:59,520 that will route tickets to the proper instructor 160 00:05:59,520 --> 00:06:00,750 if our student support analyst 161 00:06:00,750 --> 00:06:03,030 cannot answer the question on their own. 162 00:06:03,030 --> 00:06:05,220 Additionally, we have automations in place 163 00:06:05,220 --> 00:06:08,130 to escalate the tickets after 24 or 48 hours 164 00:06:08,130 --> 00:06:10,170 if they have not already been answered 165 00:06:10,170 --> 00:06:12,690 based on our internal service level agreement targets 166 00:06:12,690 --> 00:06:15,990 that we have set for various types of requests and tickets. 167 00:06:15,990 --> 00:06:19,200 So remember, automating support ticket management 168 00:06:19,200 --> 00:06:21,090 through ticket creation and escalation 169 00:06:21,090 --> 00:06:23,310 brings numerous advantages to organizations 170 00:06:23,310 --> 00:06:25,770 such as increased efficiency, consistency, 171 00:06:25,770 --> 00:06:27,420 and customer satisfaction, 172 00:06:27,420 --> 00:06:29,490 while optimizing resource allocation 173 00:06:29,490 --> 00:06:32,970 and providing valuable insights or process refinement. 174 00:06:32,970 --> 00:06:35,730 By embracing automation and support ticket management, 175 00:06:35,730 --> 00:06:38,430 organizations can streamline their support operations, 176 00:06:38,430 --> 00:06:40,350 address issues more effectively, 177 00:06:40,350 --> 00:06:42,510 and ultimately, deliver better service 178 00:06:42,510 --> 00:06:44,043 to their users or customers.