Keeping support desks in sync

Using Seamless to keep tickets in sync between two different helpdesk / support desk apps

Sometimes the support desk needs a support desk

In a complex service environment, there may be different organisations involved in resolving an issue logged by a customer. The first-line support will log the ticket, but they may need to pass it off to other organisations for resolution.

The customer doesn't need or want to know what happens in the background. All that matters is that their issue is resolved quickly and accurately. In order to provide a great customer experience, it is essential that the first-line support can pass tickets off to whoever can resolve them. This handoff needs to be quick and require no additional effort or data re-entry.

 

Keeping tickets in sync with Seamless

Seamless can be setup to sync tickets between helpdesks. Tickets which are flagged for sync will be kept updated in both systems.

The most common approach is to identify specific agent groups / agents / queues which flag that a ticket is to be synced. In order to handoff a ticket, all the agent needs to do is assign it to the predetermined agent/group/queue. The ticket sync service polls the first-line helpdesk software looking for tickets assigned to the agent, group or queue which indicates that the ticket should be passed on. As soon as a ticket is within the scope of the sync, the sync service will copy it over to the second-line helpdesk.

 

Keeping everyone up-to-date

Getting the ticket onto the right support desk is only half the requirement. The second-line desk will then be working the ticket to resolution. This should result in updates to the ticket – research notes, progress notes, contact notes, attachments, etc. These should be synced back to the source so that first-line desk has sight of ticket progress.

Additionally, the first-line helpdesk may have updates to the ticket. The requestor may need to provide additional information, perhaps screenshots even. These need to be added to the ticket and synced to the second-line. It could be setup that by assigning the ticket back and forth, the first- and second-line desks work together in both diagnosing the problem and engaging the requestor.

Providing the best customer experience

Keeping tickets in sync enables support organisations to focus on resolving the underlying issues rather than managing ticket data between systems. Implementing helpdesk-to-helpdesk ticket syncing has freed up personnel from spending considerable time cutting and pasting ticket data between systems.

Focusing on issue resolution rather than managing data allows both service organisations to provide better resolution times. Analytics are maintained and data is available for AI analysis across support desks. If ticket syncing is well implemented, this should be achieved with no change to regular work activities for agents on both support desks.

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