One of the top priorities of an MSP business is to help customers and find solutions to their problems. Over time, help desk tickets can add up and overwhelm a managed service provider if they do not stay ahead of their game.
There are many reasons why MSPs struggle to close help desk tickets. Here are the most common reasons and tips on how to handle each one:
1. Unresponsive Customers
Are you struggling to get in contact with customers that have help desk tickets? Trying to resolve a help desk issue without getting a response from the client can be very frustrating. Repeatedly e-mailing or leaving voicemails and asking about the issue without any response can be disheartening to anyone. The best way to handle these scenarios is to try to contact the customer three times through different formats each time. For example, you can respond to the help desk ticket during the first stage, and if you receive no response, then you can email the client. If you still have no response, the last attempt is through a phone call. If you do not have any communication after three attempts, it is best to leave a message that you are closing the ticket and they can feel free to message you again if the problem reoccurs. That way the client will not feel as if he or she was shut down.
2. Reoccurrence of Problems
Some tickets seem never to go away because they are always reappearing each week. Typically, the client is opening new tickets about the same problem, or they reopen the same ticket that was already solved from an earlier time. Either way, it can be frustrating to deal with the same issue repeatedly. The best way an MSP business can handle this scenario is to dig deeper and figure out why this problem keeps reappearing. Instead of fixing the problem temporarily, you can permanently solve the issue and avoid dealing with the same problem again next week.
3. Customer Never Has Time
Another reason that it may be difficult to close help desk tickets is that the client never has the time to troubleshoot the issues. Each time you contact them, they are either too busy or unavailable. One way to avoid this problem is to try setting up an appointment ahead of time that best fits your client’s schedule. Finding out the best time that is most convenient for a client can make a difference in creating enough time to work with the client without any distractions. On the other hand, if they keep canceling appointments or making excuses, it is best to give them three chances before you decide to close the ticket. If the issue was that important, they should find time to resolve the problem without wasting your time that can be spent better elsewhere.
Closing out old help desk tickets can be challenging for any MSP business, whether you are a new one or have been in business for years. Understanding how to respond to these scenarios can help you become more productive and can help you close help desk tickets that have been lingering around for too long. Over time, you will learn how to effectively handle each solution and get it resolved within a timely manner. MSPs that take the extra time to complete challenging help desk tickets will be able to increase customer satisfaction and earn a good reputation for problem-solving. Quickly resolving these issues can set you apart from your competitors and help you reach new customers through excellent customer service.