The 4 types of trouble tickets
One of the ways you can reduce your response time is by segmenting the different ticket types, creating next-step workflows for each, and setting up a trouble ticketing system to streamline your ticket management process. Here are the 4 types of trouble tickets you are likely to encounter.
Incident tickets
An incident ticket is raised when a user or customer faces an unexpected problem while using your product or service. Every single instance of that issue will be counted as a unique incident. Incident tickets can be raised by customers or by setting up an automation rule that triggers a notification when a customer experiences a lag or glitch during usage.
Problem tickets
You can group multiple incident tickets around the same issue into a single problem ticket if the same solution would fix the entire set. While incident tickets usually deal with more minor, easier-to-fix problems, a problem ticket usually signals a bigger customer issue that may require critical changes to the existing offerings. Such tickets usually remain open for a longer period, as they might require deeper investigation, product or process changes, and longer implementation time.
Alarms
These are incidents or errors that will automatically trigger the creation of incident tickets within your trouble ticket system. You can set up alarms to warn your support teams of potential underlying issues. Automated alarms allow you to perform real-time incident reporting so your teams can identify, analyze and solve customer issues even before customers encounter them.
Linked tickets
When your software is down, you might receive hundreds of queries around the same issue. With the help of linked tickets, you can tag similar customer issues to a single ticket and send prompt, consistent answers to customers reporting similar issues. This helps you avoid duplication, and you can reduce response time without manually having to close each ticket.