A brief overview of our ticketing system and some tips on how to get the best support from us
By Chris Sirianni, President & Founder
At IT Insights, we are committed to providing the best IT support and solutions for our clients. If you have problems with your IT systems, we are here to help you fix them quickly and efficiently. We use a robust ticketing system to help organize and solve your requests quickly.
This post will explain how to use our ticketing system, open a ticket, and show our ticket resolution performance metrics. Additionally, we will provide metrics that demonstrate our effectiveness in resolving tickets. We hope this information helps you understand how we handle tickets and how to make the most of our support services.
How Our Ticketing System Works
Whenever you contact us with an issue or a question, we create a ticket that contains the following information:
- Name and contact details of the person who made the request
- Description and details of the issue or question
- Urgency of the request
- Status and progress of the request
- Resolution and feedback of the request
We use these tickets to communicate with you and the rest of our team to keep everyone updated on the status of your request. We also use them to assign the request to the most appropriate IT technician or specialist who can handle it. We then monitor and track the tickets to ensure that we resolve them promptly and that you are satisfied with the outcome.
How You Can Open a Ticket
There are two ways you can open a ticket with us:
Send us a message!
Call and leave a voicemail!
When you open a ticket, please provide as much information as possible about your issue or question, such as:
- Name of your company
- Name and contact details of the person who needs support
- Device or system that is affected
- Symptoms and error messages that you are experiencing
- Any steps that you have taken to troubleshoot the issue
- Impact and urgency of the issue
The more information you provide, the easier it will be for us to diagnose and resolve your issue.
Our Ticket Metrics
We are elated with our ticket performance and we strive to maintain a high level of customer satisfaction. Here are some of the metrics that show how we’ve been doing with ticket resolution over the last three months:
tickets handled
hours average first response time to requests
minutes average resolution time
of tickets are reopened
These metrics demonstrate that we are responsive, efficient, and effective in handling your requests. We ask for your feedback after closing each ticket to see how satisfied you are and find ways to improve. We appreciate your feedback and we use it to improve our service quality and customer experience continuously.
Your Ticketing Process at IT Insights
We hope this overview has helped you understand how we handle ticketing at IT Insights and has shown you how to open a ticket with us. We value your trust and partnership and we are always ready to support you with your IT needs. If you have any questions or comments, please feel free to contact us at support@itinsightsroc.com or 585-252-4425. We look forward to hearing from you and serving you better.
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