Having great trouble ticket software is only productive for a company if employees learn how to use it efficiently. Being knowledgeable with the tools and features and perfecting the process will help employees give the best service possible when working with a trouble ticket system.

Training available for trouble ticket management software should be near the top of the priority list when choosing a new application. Consider what options there are, and which best fits the needs for your business. By getting the best training for trouble ticket software, a business can:

1. Increase productivity of trouble ticketing software by training employees in the application.

2. Speed up the date of conversion, the time when your business can launch and begin to implement the new trouble ticket tracking software.

3. Make the transition from an old issue tracking system to the new trouble ticket management software as smooth and painless as possible.

Action Steps
The best contacts and resources to help you get it done

Get trained on trouble ticket applications in the classroom

Many software applications provide opportunities for regional classroom training. Some benefits to classroom training include different levels training options for beginners or experienced users, interactive workshops, feedback from the trainer and real-world labs.

I recommend: ManageEngine offers a help desk software solution with classroom training. NetKeeper software offers a three-day, intensive training course that requires the user to bring a laptop.

Train on-site for the new trouble ticket program

Many software companies offer on-site training for new trouble ticket manager software, usually if there is a minimum of 5 employees to train at one time. On-site training offers a learning experience that is a combination of lectures and hands-on experience, and offers great convenience to employees by avoiding travel to a classroom location.

I recommend: Get intensive, on-site HEAT help desk software training from Bai Systems & Engineering. Numara Software help desk software provides on-site training for groups of three or larger.

Try online trouble ticketing systems training

Online training for trouble ticketing software is the most inexpensive way to train. Online training also offers the greatest amount of flexibility, since sessions can be completed at the convenience of an employee's desk, and employees can learn at their own pace.

I recommend: ExDesk.com is a help desk trouble ticket system that comes with an online tutorial that walks the user through training. KACE Networks offers help desk software training in online webinars or even podcasts.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Training for trouble ticket software should include lecture, demonstration and hands-on learning to ensure that users get the best all-around education.
• •  If classroom training for trouble ticket software is too costly, consider sending just one employee to an in-depth intensive training who can then train other employees.

A help desk is an assistance resource that troubleshoots problems with technology within a business. A help desk can be a department within a company or outsourcers from another company.

A help desk provides users with help on various issues through the use of trouble ticket software. Trouble ticket software allows a customer complaint or issue to be tracked throughout the entire process by a single reference number. Trouble ticket management software is essential to the success of a help desk. Once a problem is resolved, the ticket is closed or the ticket is passed along to another employee who can assist.

When choosing a trouble ticket system you must:

1. Do an internal assessment.
2. Establish a roadmap detailing your company’s goals.
3. Set a list or priorities for requirements needing to be met by the help desk software.

Action Steps
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Choose a trouble ticket system that has a quick and easy deployment

The software you choose needs to be able to be up and running in a reasonable amount of time for small business. The installation should be relatively easy. You must obtain all of the required resources prior to deployment, so minimal requirements are desirable as well.

I recommend: Mosaic Technologies offers trouble ticket tracking software with a very quick and easy deployment, as does Kaseya.

Consider the investment required for trouble ticket tracking software

There are many costs associated with trouble ticketing software such as the licensing, maintenance of the program, implementation and training services. When researching different software, determine if the prices are fixed or if there are addition costs for each service.

I recommend: A couple low-cost options for trouble ticketing software are Cynergy and SupportPro. There is even an option for free help desk trouble ticket software at TroubleTicketExpress.com.

Determine ease of use of the various software

You must have constant access to support of your software in case there are any issues. The software should offer self-service capabilities so that there are no administrative expenses. For a small business with minimal tech-savvy employees, it is essential that the software be very user-friendly.

I recommend: SupportCenter software and DataTrak are both very user-friendly trouble ticket software packages designed for businesses of any size.

Think about the adaptability of the program

The program you select must be capable of customization for your specific business needs. Also, employees must have access to customize the software and make changes. Do not purchase software where the programmer or software company customizes as an additional service.

I recommend: BridgeTrak Help Desk software has many customizable options. So does BugTrack.

Remember the importance of reporting capabilities

A very important feature of trouble ticket software is that it has built-in reporting capabilities, since analysis of this information is what makes your processes become more and more efficient over time.

I recommend: MVISolutions and Parature both offer web based trouble ticket tracking tools that run regular reports.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Talk to peers and other like-size businesses to see which trouble ticket program they use and if they are satisfied.
• •  Get suggestions from the Help Desk Institute, which researches service management technologies.
• •  Obtain a trial run of the software before committing if possible.

A help desk troubleshoots technical problems in a business. An internal help desk is a division within a business, and may consist of one person or many. Many small and mid-sized companies choose to outsource help desk solutions, but researching the pricing and costs of trouble ticket software may be advantageous.

Through trouble ticketing software, a customer’s technical issue is reported, detailed, and then tracked throughout the process by a single reference point, such as an issued number. Quality trouble ticket tracking software that fulfills the specific needs of a business’s help desk is essential to the efficiency of a business and will have a direct impact on the efficiency of an entire business. When shopping around for a trouble ticket system, it is important to look for these qualities:

1. Trouble ticket management software that has various options for upgrades will be a more valuable investment.

2. Try to find trouble ticket software that provides free trials so that its value to the help desk can be positively determined before purchasing.

3. Determine what your business’s priorities are, so that extra money is not wasted on trouble ticket software tools that will go unused.

Action Steps
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Try a free web based trouble ticket tracking tool

Free trouble ticket software can be a feasible solution for small business start-ups with little capital, and with a minimal need for trouble ticket management. With most, there is a limit on the number of tickets that can be open at once, but since it is web-based, there is no need for server space and it can be accessed from any browser.

I recommend: Try a demo of Hot Help Desk software, compare it to other web-based programs, and register for it for free. Try an online demo of Trouble Ticket Express, or download it quickly for free and use it within minutes.

Consider mid-range trouble ticket applications

Trouble ticket software that is aimed at small to mid-sized businesses have more features, are more user-friendly, and are more efficient in tracking issues than free web-based solutions. A business can expect to spend as little as $1,000 or up to $5,000 for mid-range trouble ticketing software, depending on desired tools.

I recommend: ATAdesk is a popular trouble ticket solution that can be subscribed to on a monthly basis from $25 per month to $150 per month. ExtraView Corporation bug tracking software is free for up to 5 users, has free licensing and free training. Depending on the tools needed, the prices for more users start around $100 per user.

Invest big bucks in quality professional trouble ticketing systems

The highest quality trouble ticket software can cost up to $20,000, but will provide the best help desk services by including every available tool currently on the market. These tools take up a lot of server space and have no limit on the amount of ticket tracking that is done, so it is an ideal solution for large businesses, highly technical businesses or outsourcing help desk companies.

I recommend: IBM offers a tracking software option, ClearQuest, with many features including flexible, automated or customizable workflows. Prices start around $1,700 per year for a single administrator and approximately $4,800 per year for multiple administrators. TBits ITS, offered by Transbit Technologies, has features including email and phone call tracking and starts at $6,000 per year.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Don't overlook potential hidden pricing and costs of trouble ticket software, such as annual licensing, maintenance or training fees.

Trouble ticket software, sometimes called an issue tracking system or bugtracker, is a way for your organization to maintain a list of problems. These systems are usually used in a customer service center or help desk environment. A trouble ticket system is a central location for creating, updating and resolving customer or employee issues. Here are a few key terms that will help you better understand the various features that make up trouble ticket software.

Action Steps
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Trouble ticket

A trouble ticket is a file within the trouble ticket software that is created when a customer or employee reports a trouble incident. Any action taken by support personnel or third-party to resolve the problem is entered in the trouble ticket.

I recommend: Learn more about trouble tickets at TechTarget.

Case number or ticket number

Every trouble ticket is assigned a unique case number or ticket number. This allows support center staff to quickly locate, communicate and update the status of any given incident.

I recommend: The OTRS Team has a summary of the basics of a trouble ticket system as an introduction to their free Open Ticket Request System.

Back end and database

Trouble ticket software always includes some means of storing the ticket information in the system. This is called the back end. More sophisticated programs run from a database, like mySQL. Many freeware programs store information in a flat file, such as an Excel spreadsheet.

I recommend: Certain trouble ticket systems, like the free one offered at Trouble Ticket Express, offer a mySQL database as a paid add-on to the system.

Knowledge base

A knowledge base is an information resource, often included as a feature in trouble ticket software. The knowledge base can include solutions for common problems, customer information, and anything else deemed necessary by your business.

I recommend: ServiceDesk Plus, a trouble ticket software offered on AdvantNet, includes a robust knowledge base.

Email integration

The degree of email integration among trouble ticket software programs varies. Some programs allow email updates to be sent to clients or customers. More advanced programs also allow for an employee or customer to reply, automatically updating the trouble ticket with the new information.

I recommend: The Cerberus Helpdesk includes extensive email support, allowing you to sort your email into "buckets" that allow for faster response times.

Attachments and document integration

The degree of document integration also depends upon the sophistication of the trouble ticket software. Some systems allow uploads and attachments of any type of file. Other systems only allow attachments of common file types, like Microsoft Office documents or text files. File attachments add useful flexibility to your trouble ticket software.

I recommend: TicketDesk Pro allows you to specify permitted attachment types.