Ticket distribution is a crucial element of managing a successful support team. Some organizations rely on an “administrator” to triage and assign inbound tickets to the appropriate support engineers. Complex tickets may be routed to Level 3 engineers, while simpler issues are directed to Level 1 or 2 engineers.
Other companies may force customers to log tickets directly on their ticketing system, bypassing a more convenient method of logging a ticket: direct email.
While both methods work, it raises important questions: What happens when the administrator is unavailable due to illness or vacation? More importantly, is this role the best use of your resources? Paying someone just to assign tickets (and perhaps handle lower level tickets) might not be cost-effective when those funds could be used to hire another support engineer who can handle all ticket levels.
This article explores several alternative methods to streamline ticket distribution, eliminating the need for a dedicated administrator and maximizing your team’s productivity and budget.
Why You Don’t Need an Administrator
Your support team is capable of managing ticket distribution themselves with the right system in place. By implementing any of the following methods, you can ensure:
- A fair and even distribution of all ticket types.
- Tickets are processed in an orderly, first-in-first-out (FIFO) method.
- Team members are cross-trained, broadening their ability to handle various issues and reducing dependency on specific individuals.
Of course, for teams with specialized skill sets, these methods may require careful coordination, but they offer significant advantages in terms of flexibility and efficiency.
Ticket Distribution Method
1. First-In, First-Out (FIFO)
Using the FIFO method, tickets are automatically assigned to the next available engineer in line. For example, if you have six engineers, each new ticket is assigned sequentially.
Advantages:
- Ensures that all engineers are assigned tickets equally, promoting skill development across the team.
- Reduces administrative overhead since no one person needs to manage ticket assignment.
Disadvantages:
- High-priority tickets might get delayed if they fall later in the queue.
To offset this, many support software platforms allow you to automate ticket prioritization. High-priority tickets can be flagged and engineers can be notified through tools like Slack or email. However, your team will need proper training to manage their queues and recognize urgent tickets that should take precedence over lower-tier issues.
JIRA, for example has automation so that certain keywords can be identified and the ticket status raised and assigned directly to an agent.
2. Pick-and-Choose (Self-Service)
In this model, tickets are left in a queue, and engineers assign themselves the ones they want to handle.
Advantages:
- Easy to set up with minimal configuration needed.
Disadvantages:
- Engineers may cherry-pick easier tickets, leaving complex or high-priority issues to others.
- Tickets might be overlooked, especially in high-volume environments.
This method can work for small teams but quickly becomes unsustainable as the team and ticket volume grow. It can lead to delays in resolving critical issues and cause frustration for high-priority clients.
3. Rotating Ticket Managers (Traffic Cops)
With this method, team members take turns managing the inbound ticket queue on a daily or weekly basis.
Daily Rotation:
- Advantages: Engineers assigned to manage the queue for the day can still work on previously assigned tickets, maintaining momentum on ongoing tasks.
- Disadvantages: If the ticket volume is high, the designated engineer may struggle to manage both new tickets and their own workload.
Weekly Rotation:
- Advantages: The rest of the team can focus solely on resolving their assigned tickets without distractions.
- Disadvantages: The engineer responsible for managing the queue may fall behind on their own tickets, as they’re busy overseeing the team’s workflow for the week.
This approach works best for smaller teams with fewer tickets. For larger teams or those with high ticket volumes, this method may cause bottlenecks if the assigned engineer becomes overwhelmed.
Leveraging AI and Automation
Modern support teams can greatly benefit from AI-driven tools and automations to streamline ticket management:
- Automation: Tools can be set up to automatically assign tickets based on issue complexity, engineer skill level, or client tier. This reduces manual workload and ensures tickets are directed to the right person at the right time.
- AI-powered triage: Some platforms use AI to analyze incoming tickets and predict which ones need immediate attention, helping prevent high-priority tickets from being delayed in a queue.
These advancements not only reduce the need for manual oversight but also enhance the efficiency and accuracy of ticket distribution.
Cross-Training Benefits
Regardless of the method you choose, cross-training your engineers can significantly enhance team resilience. Here’s why it matters:
- Versatility: Engineers trained to handle a wide range of issues can step in when specialists are unavailable, ensuring no gaps in coverage.
- Collaboration: When everyone has a broader understanding of different issues, team members can support one another more effectively, fostering a collaborative environment.
Cross-training also provides opportunities for professional development, keeping your team engaged and prepared to tackle complex problems.
Hybrid Approaches
In some cases, a hybrid approach may be the best option. For example:
- Mixed ticket assignment: Combining FIFO with automated rules for high-priority tickets can ensure both fairness and efficiency.
- Rotating traffic cop with automation: Even when rotating ticket management responsibilities, automating ticket prioritization can help reduce the workload on the designated engineer.
This flexibility allows you to tailor the ticket management process to your team’s specific needs while minimizing potential drawbacks.
Performance Metrics and Training
Finally, consider the impact of ticket management on team performance metrics:
- Response times: A good system ensures quick acknowledgement of tickets, reducing wait times for clients.
- Customer satisfaction: Prioritizing tickets based on client tier or urgency is critical for maintaining strong relationships with high-value clients.
- Ticket resolution times: Proper training ensures engineers are equipped to handle tickets efficiently, preventing backlogs.
Incorporating ongoing training and clear documentation helps your team understand their responsibilities, whether managing the queue or resolving tickets. This foundation ensures smoother operations and a higher quality of support.
Moving beyond a dedicated ticket administrator can streamline your support process, save valuable resources, and offer your team new growth opportunities. Whether you choose FIFO, a self-service model, or rotating ticket managers, these methods can help optimize your team’s efficiency while ensuring client satisfaction.
As support teams evolve, leveraging automation, AI, and cross-training will provide a strategic advantage. By selecting the right ticket management method, you can ensure that your team remains efficient, customer-focused, and prepared for future challenges.
