For IT Ticket Management Use Case

Sail Through All Your Customer Queries Smoothly

Motadata ServiceOps helps you automate processes and enable customer representatives to stay organized, efficient, and helpful – saving tons of time for both your business and customers.

Challenges with IT Ticket Management

All organizations need a way to efficiently deal with the issues and requests raised by their customers and employees. The nature of the requests varies from organization to organization, and even within an organization, across different departments. Without an appropriate ticketing system, these issues might not be dealt with effectively or efficiently.

65%

of customer churn

is preventable if customer issues are resolved in the first contact itself.

Motadata ServiceOps can help organizations provide support across multiple channels, lower response & resolution times, promote self-service, and thus, boost customer satisfaction

Motadata ServiceOps Solution for IT Ticket Management

Streamline your customer service efforts

Identify and capture issues from Multiple Channels

  • The initial identification and capture can come via different channels like email, phone, a self-service portal, or a virtual agent and an effective ticketing system needs to be able to support them all.
  • Users should also be able to see the progress and resolution of their issues through the self-service portal without needing to call the service desk team.
  • Moreover, monitoring tools should be able to communicate directly with the ticketing system and initiate response before any evidence is apparent to end-users.

Promote Self-Service

  • Answering recurring questions can be time-consuming. So end-users should be able to access a self-service portal that encourages them to find a solution to their issues before filing a ticket thus reducing the burden on IT service technicians.
  • FAQs and articles that address common, recurring issues can be created and published in the knowledge base which the users can search for by utilizing a search bar with advanced filtering features.
Workflow-automation

Save Time with Automation

  • Powerful codeless and dynamic multi-level workflow automation can empower the service desk team to design custom business rules.
  • Service desk teams can use automation in terms of providing predefined answers and canned responses through a virtual agent, automated approvals, automated ticket allocation supported by an AI-based smart load balancing algorithm, and so on to improve their efficiency.

Set Definite Rules and Protocols for SLAs & Escalations

  • Tickets can be resolved promptly based on priority and SLA performance can be measured using a compliance monitor.
  • Response time can be set and different levels of escalations via escalation matrix can be created.
  • So when a ticket is generated and not attended in the specified time, then the stakeholders can get notified of the SLA breach and the ticket can be automatically escalated according to the matrix to ensure that no ticket is left unattended.

Reports and Insights

  • Using detailed reports to understand the team’s performance helps managers understand areas for improvement.
  • A good ticketing system would enable managers to schedule reports to their inboxes regularly.
  • These reports can help identify metrics like ticket load on the service desk team, turnaround time, resolution rate of each technician, etc. These help management to have a quick perspective of how things are progressing and how they can be improved further.

Mobile App

  • Customer service does not have to mean being tied to the service desk 24/7.
  • Our mobile app can help you perform basic ticketing functions from your mobile phone. So, technicians can help the users or customers without needing to be present in an office.

Motadata Advantages For IT Ticket Management

Manual processes to manage customer issues and requests can leave your technicians struggling to keep up and end up delaying your customer service.

  • Easy Setup

    Simple setup process that requires no training.

  • Easy Customization

    Lay down your processes and make necessary changes in the tool i.e. custom rules, technician roles, workflows, SLAs, etc.

  • Integration

    Integrate Motadata ServiceOps with any third-party tools using REST API.

Motadata ITOps Solutions Keep Businesses On Track On Track

Rethink Your Network Transformation Process – Make It Easier, Affordable And Faster

100+ Global Partners

Supporting our ever-growing network of users

2k+ Happy Customers

Who trust in our technical capabilities to streamline their IT operations.

25+ Country Presence

A global player in solving complex business problems using AI-technology.