3 Benefits of Having a Support Ticketing System in the Cloud

Implementing a ticketing system can take time and be a costly endeavour. In my past life, I was in charge of internal operation system support for a nationwide enterprise and so I understand the headaches with implementing new systems and applications. One way to alleviate these it to use a cloud platform to implementation. Below I have outlined three benefits for having a support ticketing system in the cloud.  

1. Ease of use

As a service provider ease of use is a major benefit when implementing a ticketing system for your end users. It ultimately provides a holistic view of your environments at any given time including:

  • Customer records

  • Billing invoices

  • Current deployed products

  • Past tickets

  • Available product suites

  • Business Analytics

Implement a cloud ticketing system allows both helpdesk and management staff can correlate data to service their customers without having to login to multiple systems. Implementing a ticketing system can seem cumbersome but integrating a all-in-one solution can provide cost savings both in new employee spinup and day-to-day operational cost.  

2. Cost Savings

Initial out of the box costs for a robust ticketing system can range from the thousands to upwards of several hundred thousand.  On top of that you’ve got your annual OPEX expenses including infrastructure maintenance, administration bills (in the form of both people to manage the product and ongoing support contracts to maintain the systems). Along with all of this maintenance comes the unexpected headache of integration.

For example you’ve just purchased a stand alone solution for your call center support, when you first deploy it will be an empty shell, now you have to get your data input into the system (user names, passwords, client information, products etc). A process that can take either development cycles to automate (provided you have development staff available who are familiar with the backend languages utilized by the product) or professional services to complete.  

Depending on the product there are often additional hooks required or middleware (often with its own licensing cost) to maintain those connections to various billing and customer record systems. In the event of an upgrade, its back to the development board or back to the pocket book for more professional services. Furthermore dealing with the never ending joy of setting up and maintaining automated integrations resulting in losing the most important resource; time.  All of the above cycles could have been saved to grow your customer base, or improve other products and services for your customers.

When you select an integrated cloud solution, you take away the majority of both the initial pain of interfacing with your primary related systems and the ongoing support of those systems. Your data is simply automatically imported because the integrations already exist. Plus when doing upgrades there are no headaches to be had because product is designed to function harmoniously.

3. Accessibility

In a world where we are constantly on the go, ease of use is essential to your business. Customers expectations are at an all time with the progression of technology and now consumers expect support instantaneously. Providing your staff with a ticketing system that is accessible anywhere and anytime assure a quick response time, resulting in happy customers.

Since there is no cumbersome thick client to install in a cloud environment, you systems can be accessed from any device with a browser. This ultimately allows your helpdesk the ultimate flexibility to address tickets reducing the mean time to repair (mttr) for your customers.

Conclusion

As a service provider implementing a ticketing system in the cloud is the most cost effective and least time consuming way to provide your consumers with high level of service. Response time is key in today’s digital age, cutting edge technology in the only way to stay competitive.

Image source: Dell's Official Flickr Page