For non-tech professionals, technology can be a mixed blessing, providing convenience but also causing anxiety when issues arise. This is especially true in a remote working environment, where tech tickets can be more challenging to resolve due to the lack of face-to-face interaction. To address these challenges, 19 members of the Forbes Technology Council shared smart strategies for handling internal tech tickets when a team is fully remote.
One strategy recommended is to consider using an AI-powered ticketing system. This system can gather all requests in one place, track progress, suggest solutions based on past successes, and automatically assign requests to the right people for quick and accurate assistance. Encouraging collective “ticket swarm” sessions can also be helpful, as team members work together in real-time to address high-priority or complex tickets, leveraging diverse expertise and strengthening team cohesion.
Creating a dedicated triage team to prioritize and categorize tickets based on urgency and expertise can help streamline the support process. Prioritizing tickets based on urgency and impact, implementing a quality assurance process, and ensuring regular feedback and updates from tech team members are all essential strategies for managing internal tickets effectively in a remote environment.
It is also important to fully leverage the features of ITSM software, set up a mentorship program for guiding team members with ticket resolution, and funnel tickets by type to specialized teams to ensure timely and accurate assistance. Automating work assignments based on various factors, establishing clear guidelines for submitting tickets, defining SLAs, and leveraging big data analytics to prioritize tickets efficiently are all recommended strategies as well.
AI-powered chatbot assistance, encouraging team members to personally reach out to each other, ensuring support staff receive automated notifications, and introducing a peer review process for quality control and continuous learning are additional strategies that can help manage internal tickets effectively in a remote environment. By implementing these smart strategies, teams can ensure that tech tickets are handled efficiently and accurately, leading to improved productivity and overall success in a remote working environment.
