Why do support teams need a project management software?
Support teams are supposed to manage technical problems in an organization. But, how are they supposed to manage their own issues? Well, to be precise a project management tool can do the trick. Project management software are designed to simplify the way teams are run. And, a support team is no different.
As a matter of fact, there are certain features in these tools which are tailor made to fit the needs of a support team. The usual job a tech support team in an office is to look after the IT systems, and make it a point that they keep on running smoothly. But, considering the number of tickets a support team usually gets in a day, it can be quite overwhelming to handle it all and still maintain seamless flow in catering to those requests.
This is where a project management software can come to the rescue. Here’s how -
Divide the tasks to multiply success
Support teams usually maintain a complex ticketing system to tackle the complaints, requests and more. But, the big problem with these ticketing systems is the fact that most of them come with a complex user interface and complicated navigation. As a matter of fact, the overall structure of a ticketing systems makes the entire process cumbersome.
“Are you looking for something that can help your support team streamline their work? If yes, then you must give ProofHub a try!”
A project management, in such a scenario, serves just as the perfect purpose. You can simply create a project, add task list and assign all your team members to it. Now, whenever someone faces a technical problem, has query or any other IT related issue, they can simply add a task to that list.
The manager of the support team, who can access the resource utilization reports, can get to know which resources have some free space, and assign the request to that person. Quite simple, isn’t it? The manager can even set an estimated time for the task, so that the resources knows how much time he/she needs to invest on it. And, to acknowledge that the support team member has received the task request and started working on it, they can set a label to it. For instance, in progress, working or any other pre-defined labels which are used at work by the team.
So, the teams don’t have to rely on complex ticketing systems nor do they need to invest time in drafting emails and waiting for the support to team to respond. Rather, everything can be done in just a few clicks using a project management software.
Foster a sense of transparency
A great thing about project management software is that they foster transparency at work. Maintaining transparency at work is the biggest challenge that support teams have to face. To make sure that things run smoothly, it becomes imperative for a manager to know how the resources in the support team are being utilized.
A project management software, with its beautiful reports, makes sure that everything is clearly visible right in front of your eyes. Just a glance at these reports can paint the clear picture of who in the team is doing what? Which resource is over-burdened and which one has some space to handle more work. Based on this, the flow of work can be maintained in support team.
And, as soon as the task is completed the person working on it can mark it as complete. So, the person who has added the task to the list gets an instant notification that his/her problem has been solved. At the same time, the manager also gets to know that the issue has been resolved. So, there is no need to send separate notification email for the same; everything is automated.
If you look at advanced tools, like ProofHub, they have a separate section called Me-view, where individual team members can take a look at the tasks that have been assigned only to them. So, they don’t need to get confused looking at the long list of tasks/requests/issues that other teams have assigned.
Focus more on solutions than processes
The best part about these project management systems is that they are created in a way to promote the teams focus more on the solutions, rather than getting stuck in a rut within the processes.
First of all, using them is fairly easy. Even someone who has basic knowledge of using a computer can add a task to the list and raise a support query. You don’t have to invest time in holding training sessions for the teams to learn how the systems work.
The teams don’t need to waste their time in raising support tickets or sending email request to the support team. And, the support team does not have to respond individually to those requests. They can simply get going on the request and continue to update its status with the help of status tags. Once completed, they can mark it as complete and all the related people get notified automatically.
So, in a way it creates a workflow that revolves more around working and providing solutions rather than remaining confined to the complex processes being followed at work.
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