Track Your Progress

Uses your data to create better workload plans for your organization. If you agents fall behind, it will suggest that you increase intensity to get back on track and will give insights on how to get the best performance of every member on the system.

Task tracking system

A task tracking system, issue tracking system, trouble ticket system, support ticket, request management or incident ticket system is a computer tool that manages and maintains lists of tasks, as need by an organization team or individual.

Task tracking systems are commonly used in an organizations customer support call center to create, update, and resolve reported customer issues, or even issues reported by that organization’s other employees.

A task should include vital information for the account involved and the issue encountered.

The system contains a knowledge base containing information on each customer, resolutions to common problems, and other such data.

A ticket element, within an task tracking system, is a running report on a particular problem, its status, and other relevant data. They are commonly created in a help desk or call center environment and almost always have a unique reference number, and known as a case or call log number which is used to allow the user o help staff to quickly locate, and to or communicate the status of the user’s issue, task or request.

Tasks

Issues can have several aspects to them. Each issue in the system may have an urgency value assigned to it, based on the overall importance of that issue.

Low or zero urgency issues are monitor and should be resolved as time permits. Other details of issues include the customer experiencing the issue (whether external or internal), date of submission, detailed descriptions of the problem being experienced, attempted solutions or work-around, and other relevant information. As previously noted, each issue maintains a history of each change.

Important Functionality

Task-Tracking systems fulfill different functions, especially

  • Entering of dysfunctions, errors and requests (e.g. manually or by e-mails Response Managements Systems).
  • Distribution and assignment of tasks to persons in charge.
  • Monitoring of handling, time spent and quality of work.
  • Ensuring the observation of internal processes by forced control with help of workflows.
  • Statistical analysis of the number of tickets.
  • Automatic generation of tickets by alarming systems like network monitoring.
  • Fulfillment of external service agreements (Service Level Agreement, SLA).
  • Systematic collection of questions and answers for FAQs.
  • Assignment of priority to each issue based on the overall importance of that issue, the customer, date of submission, SLA, etc.
  • Containing a detailed descriptions of the problem being experienced, attempted solutions or workarounds, and other relevant information.
  • Maintaining of a history of each change.

Workflow

An example scenario is presented to demonstrate how a common issue tracking system would work:

  1. A customer service technician receives a telephone call, email, or other communication from a customer about a problem. Some applications provide built-in messaging system and automatic error reporting from exception handling blocks.
  2. The technician verifies that the problem is real, and not just perceived. The technician will also ensure that enough information about the problem is obtained from the customer. This information generally includes the environment of the customer, when and how the issue occurs, and all other relevant circumstances.
  3. The technician creates the issue in the system, entering all relevant data, as provided by the customer.
  4. As work is done on that issue, the system is updated with new data be the technician. Any attempt at fixing the problem should be noted in the issue system. Ticket status most likely will be changed from open to pending.
  5. After the issue has been fully addressed, it is marked as resolved in the issue tacking system.

If the problem is not fully resolved, the ticked will be reopened once the technician receives new information from the customer. A run Book Automation process that implements best practices for these workflows and increases IT personnel effectiveness is becoming very common.

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