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Improving our ticketing system

Jan 15, 2020 | Newsletter, EJC News

Our support systems revolves around tickets, and our days here at EJC revolve around solving those tickets to make sure everything runs smoothly for our clients. Sometimes it’ll be a simple password reset, sometimes a far more complex problem.

Since 2007, we’ve asked our clients to rate our performance on each ticket as ‘Satisfied’, ‘Neutral’ or ‘Unsatisfied’. Whilst this has been extremely useful to us, we felt it could be improved. Does anyone really feel ‘satisfied’ about, say, a password reset? With that in mind the new rating options on each closed ticket are based on how we performed according to your expectations.

Exceeded means we’ve gone above and beyond: a password reset which takes place within seconds, perhaps, or a complicated business-critical problem solved with much less hassle than you expected (why do printers always fail just before that important presentation…?).

Met is what we expect to do, day-in, day-out, year after year. This standard will rise over time – for when we exceed your expectations today, the same performance will then only meet them tomorrow. We want to get better and better.

Fell Short means we’ve underperformed. Perhaps we’ve taken too long to get back to you, or made a mistake in what we’ve done. Our goal here is zero, of course, but EJC directors Adrian and Gavin get an immediate notification if this is clicked and will follow it up as soon as possible.

Unresolved means the ticket shouldn’t have been closed – it might have been an accident, or we wrongly thought your problem was solved. Either way, this will immediately reopen your ticket and notify our engineers.

We’re always looking to see how we can improve this core part of our business. It’s already proved invaluable, both in terms of positive feedback to our engineers and immediately identifying the rare times we do get things wrong.

2020 is already set to exceed expectations for us – we hope it is for you too.

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