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Trouble Ticket System: Functions and Areas of Application

Efficient handling of incidents and service requests is a key component of modern IT and support structures. In complex system environments, standardized processes enable traceable and scalable case management. Trouble ticket systems support the structured documentation, classification, and tracking of requests throughout their entire lifecycle.  

This article explores the fundamentals, core features, and practical use cases. 

What is a Trouble Ticket System? 

People also call a trouble ticket system a ticketing system. It is software that helps keep track of incidents, requests, and tasks. Teams use this software in service processes. Each “ticket” is part of a process that follows a defined handling workflow.  

The concept originated in the 1980s in the context of technical call centers. The rise of IT service management standards such as ITIL© further formalized it. 

Early implementations of trouble ticket software were often simple databases or email-based systems. Specialized platforms with escalation logic, status tracking, and workflow management later replaced these.  

Relevance in IT and Service Management 

In IT service organizations, trouble ticket systems are central tools for structured case management and quality assurance. They support standardized processing of incidents, service requests, and changes. Furthermore, they provide transparency for efficient service level management, resource allocation, and continuous improvement.  

Facility management or customer service teams also use ticket systems.  

They ensure clear assignment responsibility and audit-proof documentation. As systems become more complex and accountability requirements increase, the importance of ticketing systems continues to grow. 

Core Functions and System Architecture 

Trouble ticket systems offer key functionalities and a modular architecture that enable reliable case handling, clear responsibilities, and automated workflows. 

Ticket Creation and Management 

Tickets can be created by end users, service staff, or automatically via monitoring systems. Those processing tickets capture relevant information—such as issue description, affected systems, timestamps, and contact details.  

Trouble ticket management includes editing, categorizing, taking notes, reading ticket histories, and linking related tickets. Filtering, sorting, and tracking ensure efficient case handling and evaluation down the road. Modern systems also offer templates, automated classification, and integration with knowledge bases to speed up ticket resolution and improve solution quality. 

Prioritization, Escalation, and SLAs 

Teams process support tickets based on urgency and business impact. This assessment determines handling order.  

Escalation mechanisms activate automatically if response or resolution times are exceeded. These times are called SLAs, or Service Level Agreements. They also trigger if there is no activity.  

Agents escalate tickets to higher support levels or alert management staff. Contracts typically define SLAs and key metrics for maintaining service quality.  

Agents address critical issues promptly by evaluating priorities and ticket escalations. 

User Roles and Access Control 

Trouble ticket systems distinguish between different user roles, each with specific permissions. Typical roles include end users, service agents (1st to 3rd level), administrators, and system owners. Depending on the role, users can create, comment on, edit, or close tickets.  

Role-based access ensures data security, process compliance, and clear responsibility assignment. In large organizations, this is essential when handling multiple clients, reporting, and ensuring compliance with regulations, especially regarding data protection and auditability. 

Status Models, Workflows, and Communication 

Status models define various ticket processing states such as “Open”, “In Progress”, “Waiting for Response”, “Resolved”, or “Closed”. The ticket statuses enable clear process control and early detection of bottlenecks. Combined with workflows—i.e., defined rules and transitions—responsibilities can be automatically assigned, notifications triggered, or escalations begun.  

Ideally, communication between users and support happens directly within the ticket to preserve context and history. Transparent communication and consistent documentation are essential for efficient processes, quality assurance, and analysis. 

Technological Foundations and Integrations 

System Architectures (On-Premise vs. Cloud-Based) 

IT teams select local (on-premise) or cloud-based trouble ticket system operation. Teams have a ligher level of control and can more easily customize on-premise solutions. They do, however, require internal maintenance.  

Cloud-based systems are quick to set up and can grow easily. They need less maintenance but have some outside dependencies. These systems must also follow rules, especially for sensitive data. 

Interfaces to Third-Party Systems (e.g., CMDB, Monitoring, ERP) 

Modern ticketing systems offer interfaces to other IT systems. Integration with a CMDB allows for contextual information about affected assets. Here are a few examples:  

  • Monitoring tools can automatically generate tickets upon detecting faults.  
  • Connections to ERP or time-tracking systems enable seamless process and cost control.  
  • Live chat solutions allow agents to create talk remotely with a customer while creating a ticket.  

Use Cases and Ticket Lifecycle 

Various business operations use trouble ticket systems — wherever structured case handling, traceability, and defined responsibilities are essential. Depending on the industry and use case, functional requirements and integration depth vary. 

IT Service Management (ITSM) 

As mentioned earlier, ticketing systems are foundational to structured and standardized IT support processes. They enable core ITIL processes, particularly incident, problem, and change management.  

Classification and escalation ensure efficient handling. They also enable audit-proof documentation and systematic root cause analysis. Integration with monitoring and asset management systems allows for proactive issue detection and improved response times. 

Customer Service, Facility Management, HR 

Outside of IT, ticketing systems are widely used. In customer support, they facilitate structured handling of inquiries, complaints, customer issues or support requests. In facility management, they help track maintenance tasks, malfunctions, or cleaning schedules. In HR, they support processes such as onboarding, leave requests, or internal support.  

In all cases, ticket systems promote transparency, accountability, and consistent communication. They also generate valuable data for process optimization and efficiency improvements in non-technical service areas. And, they ensure a positive customer experience. 

Ticket Lifecycle: From Creation to Resolution 

The lifecycle of a ticket begins with its creation—manually by a user or automatically by a system. It is then classified (e.g., incident, request, change) and prioritized. The responsible agent or team is assigned to the ticket.  

During processing, there may be follow-up questions, escalations, or status changes. The entire process is documented. Agents close the ticket after successful resolution.  

Depending on the system, metrics such as handling time are automatically recorded for reporting purposes. 

Challenges and Best Practices 

Successfully implementing a trouble ticket system requires more than technical deployment. Scalability, user acceptance, and the thoughtful use of modern technologies are key to long-term value. 

Scalability and User Acceptance 

A ticketing system must be able to scale with organizational growth—both functionally and in user capacity. Ease of use is critical: only intuitive systems with low barriers to entry achieve widespread adoption. Training and feedback loops foster long-term acceptance. 

Automation and AI Support 

Automation—e.g., using templates or prefilled responses—can streamline routine tasks. Automatic ticket assignment, classification, or prioritization boosts resolution process efficiency and frees up staff for higher-value work.  

AI can help detect patterns in incoming requests, suggest solutions to frequently asked questions, and generate predictions. However, such technologies must be purposefully implemented and regularly reviewed to avoid errors and meaningfully support workflows. 

Outlook 

Role in Modern Support Structures 

In service-driven organizations, trouble ticket systems are key control instruments. They ensure transparency, efficiency, and traceability in handling requests. When considered as integration platforms, they connect technical systems, organizational processes, and human communication. 

Trends: Self-Service, Automation, Predictive Analytics 

Future developments focus on greater user autonomy via self-service portals, intelligent automation, and predictive analytics. These allow for proactive issue identification and targeted resource management. Such trends not only boost efficiency but also transform support into a strategic function within the organization. 

About OTRS

OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

ITSM Glossary

The field of IT Service Management (ITSM) is full of important terms and concepts. This glossary provides clarity and a quick overview of relevant knowledge.

Artificial Intelligence (AI)

Artificial Intelligence (AI) is used in ITSM in various ways, mostly to accept requests, classify tickets, or generate responses. AI-based translations, summaries, sentiment analyses, or solution suggestions are also part of the spectrum. As AI features increasingly penetrate the market, users should always consider them based on benefits – such as time savings or concrete service improvements.

Asset Management

Asset Management, also known as IT Asset Management (ITAM), deals with the entire lifecycle of IT resources – hardware, software, and cloud resources. It involves planning, procuring, deploying, maintaining, decommissioning, and disposing of assets.

Change Management

In ITSM, Change Management controls and coordinates changes to infrastructure to reduce risks and prevent disruptions to IT services. Along with Incident Management and Problem Management, it is one of the core disciplines of ITSM.

Chatbots

Chatbots are primarily used in customer service, providing users with quick access to knowledge and information and enabling efficient self-service. These bots communicate either through text or voice messages, answering (frequently asked) questions and handling requests. AI chatbots, which use natural language processing and machine learning to understand queries in context and provide increasingly better answers, are becoming more prevalent.

Configuration Management

Configuration Management is a key process in ITSM that enables effective recording, management, and control of IT assets such as hardware, software, and networks. By always having reliable information about the IT infrastructure, fewer errors occur, changes can be better implemented, and systems are more stable. An important element is the Configuration Management Database (CMDB) for storing configuration data.

Configuration Management Database (CMDB)

A Configuration Management Database serves as a central data repository and is often described as the heart of an ITSM system. It functions as a storage facility and maintains information about a company’s IT environment. A CMDB proves to be the foundation for high-quality IT customer service as well as stable systems and applications.

Continuous Improvement

In ITSM, continuous improvement aims to continuously evaluate and optimize IT services and their management. This ensures that optimizations are carried out systematically, structurally, and in accordance with the goals and strategies of the respective company. “Continual Service Improvement” (CSI) plays an important role in the ITIL framework as one of five core areas.

Data Management

Data Management is about using data securely and efficiently. The challenge is to apply adequate strategies, methods, and technologies to maintain reliable, clean, and up-to-date data. It is crucial that this data is of high quality, accessible, and has integrity.

Endpoint Management

Endpoint Management aims to manage and secure all endpoints – such as computers, laptops, smartphones, tablets, or IoT devices – in a corporate network. The critical factor is achieving a secure, legally compliant, and efficient IT infrastructure, as well as creating good conditions for remote maintenance.

End-to-End Solution

This refers to a comprehensive, integrated solution that covers the entire lifecycle of IT services – from planning to continuous improvement. End-to-end solutions are characterized by a holistic approach, integration of all ITSM processes, self-service, configuration management, workflow automation, and AI support.

Enterprise Service Management

Simply put, Enterprise Service Management (ESM) is the same as ITSM, but applied to additional business areas beyond IT. The goal is to establish good service company-wide and design efficient workflows. This includes standardized processes, self-service portals for user requests, automation for better efficiency, and a central platform to monitor and optimize services.

Escalation Management

Escalation Management comes into play when customer problems cannot be resolved at the first contact – see First Contact Resolution. The problem (often in the form of a ticket) moves hierarchically upward until someone with the right expertise can make a decision. By helping customers quickly find appropriate solutions, escalation management increases customer satisfaction and prevents conflicts.

First Contact Resolution

As the name suggests, First Contact Resolution (FCR) achieves a solution during the first customer contact. It is an important metric for support and a key component of customer satisfaction. A high FCR rate can be achieved especially with predominantly uncomplicated service requests.

Help Desk

A Help Desk serves to receive and process user requests – it contributes significantly to a positive customer experience by developing quick and helpful solutions. Dedicated software, commonly referred to as a ticket or issue tracking system, is used to support service employees.

Incident Management

Incident Management forms a core process in ITSM and a central component of the ITIL framework: it deals with quickly identifying, analyzing, and resolving disruptions (incidents) in IT services. Effective incident management reduces downtime, minimizes negative impacts on business operations, and improves service quality.

Incident Response

Incident Response involves appropriate procedures to respond to a disruption (incident). After an event such as a cyberattack, those responsible determine the causes, close security gaps, and restore the affected systems. Ideally, a special solution such as a SOAR (Security Orchestration, Automation and Response) system is used for this.

I&O Management

I&O Management (Infrastructure & Operations Management) involves managing and optimizing IT infrastructure and IT operational processes to ensure they are efficient, secure, and reliable. For example, an ITSM solution can improve operational processes by enabling structured incident and change management.

IT Change Management

Change Management is an ITIL core process for introducing new IT services or modifying existing services in a structured, secure, and successful manner. The primary maxim is to avoid unnecessarily affecting business operations – through minimizing risk and maximizing control – and to ensure stable services.

ITIL

ITIL® (Information Technology Infrastructure Library) is a best practice guide and the de facto standard in IT Service Management. The framework serves to plan, provide, and support IT services. It also offers comprehensive guidance for effectively managing IT infrastructures. ITIL® is a registered trademark of Axelos Limited.

ITOM

ITOM (IT Operations Management) deals with managing and monitoring infrastructure, services, and processes in IT. By reducing failures, operating more efficiently, and reliably providing IT services through ITOM, companies create high service quality and consistency. ITOM includes administrative processes as well as hardware and software support and customer services.

IT Service Catalog

An IT Service Catalog provides customers or end users with a clear and structured overview of available IT services and hardware and software options. By creating transparency about services and their conditions, such a catalog standardizes and streamlines the provision of IT services. It originates from the ITIL® framework, where it is officially mentioned as a best practice.

Knowledge Base

A Knowledge Base provides easy access to relevant knowledge, information, and instructions. Such a database is often integrated into a self-service portal and proves to be a central source of information with its knowledge base articles, videos, and detailed descriptions. A distinction is made between an internal knowledge base for employees and an external database for customers.

Knowledge Management

Knowledge Management involves systematically capturing, structuring, making accessible, and effectively using knowledge. A knowledge base is often used to make it centrally accessible in the form of articles, videos, how-to descriptions, or FAQ content. Knowledge management is important both internally – for example, to make strongly pronounced individual knowledge usable for colleagues – and externally, such as part of a self-service area.

Patch Management

Patch Management involves managing, testing, and implementing software updates (patches). By closing security gaps, fixing errors, and effecting improvements, this process keeps systems secure, stable, and up to date. Patches can be both small changes like bug fixes and larger adaptations with new functions.

Problem Management

In ITSM, problems are the underlying causes of incidents (disruptions). Resolving a problem can therefore mean the end of multiple disruptions. The teams responsible for problem management identify problem sources and develop solutions and preventive measures to prevent similar incidents in the future. Along with Incident Management and Change Management, Problem Management forms a core area of ITSM.

Process Automation

In ITSM, the ability to automate processes using software saves a lot of time and (opportunity) costs: By eliminating particularly time-consuming routine tasks, employees can focus more on value-creating work. Since processes usually consist of several workflows, such automations are quite complex and require well-functioning processes.

Process Management

Process Management involves planning, analyzing, and optimizing business processes. In ITSM, ITIL helps to visualize and control processes to clearly define and standardize procedures. The focus is primarily on recurring tasks. Depending on their nature, processes can be both optimized and automated.

Self-Service (Portal)

Self-Service in ITSM offers the ability to independently, easily, and quickly access relevant information. For example, users of a self-service portal can access instructions, status displays, FAQs, and problem solutions, and create tickets, place orders, and manage user accounts. Self-service relieves the support team and provides users with quick answers, making the service more pleasant, satisfying, and effective for everyone involved.

Service Desk

A Service Desk forms the central point of contact for IT services and support within a company. It consists of the appropriate staff and a software solution (ITSM software, ticket system). Accessibility through various channels is important to solve disruptions, request services, solve problems, or initiate IT changes.

Service Level Agreement (SLA)

Service Level Agreements (SLAs) prove essential in ITSM to set clear expectations and assess service quality through reliable criteria. Such a contractual agreement between a service provider and a customer includes service descriptions, goals and metrics, responsibilities, as well as escalation processes and reports. Possible specifications concern response times to tickets, resolution times, and availabilities.

Service Request Management

Service Request Management aims to adequately fulfill and respond to requests in ITSM – such as password resets, software installations, or access requests. Typically, those responsible use a ticket system or an integrated self-service portal to record, prioritize, approve, and implement requests.

Ticketing System

A ticketing system serves as a central instrument for structuring, documenting, and tracking IT processes so that requests, disruptions, and problems can be effectively processed. A ticket system often includes a self-service portal that allows users to independently make requests and track their status. Automation functions and AI applications enable efficient ITSM, allowing users and their customers to achieve their goals without much effort.

Total Cost of Ownership (TCO)

When companies acquire ITSM software, they usually focus primarily on the pure acquisition price. With a focus on Total Cost of Ownership (TCO), they think more holistically and realistically, as this involves costs over the entire lifecycle. This makes hidden costs and savings potential visible and helps avoid unexpected follow-up costs.

For example, low acquisition costs may lead companies to favor an on-premise solution, whereas a cloud solution – in terms of TCO – usually has an advantage due to lower costs for hardware, maintenance, and electricity.

Workflow Automation

Automated workflows save a lot of time in ITSM, simplify processes, and lead to consistent results. By automating workflows through appropriate technologies, companies gain productivity and reduce errors. Examples of automation concern notifications, access rights, ticket assignments and categorizations, or approval processes.

Workflow Management

Workflow Management focuses on organizing and optimizing work processes. By defining structured and repeatable workflows for ITSM, incidents, service requests, and changes can be processed efficiently, consistently, and transparently.

A distinction is made between optimizations – targeted improvements of processes – and automations, which require already (almost) perfect workflows. A prominent example of workflow management concerns systematically recording, prioritizing, and escalating disruptions.

About OTRS

OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

((OTRS)) Community Edition: Why it makes sense to switch to OTRS


The ((OTRS)) Community Edition is a popular ticket request system. However, it has some significant downsides compared to the managed system known as OTRS.

Specifically, ((OTRS)) Community Edition:

Increases your security risk,
Requires more work and
Offers little support in case of problems.
In addition, many community users don’t know what the current version of OTRS has to offer. For example, teams work faster and more efficiently with its modern agent interface. They enjoy personalization options and a wide selection of features.

This article sheds some light on the subject by briefly and concisely comparing the two versions. It highlights how the managed OTRS version leads users to a more effective, stress-free and enjoyable working day.

What is the ((OTRS)) Community Edition?  

The ((OTRS)) Community Edition is an open-source helpdesk and ticket system based on the foundation of today’s OTRS. Any company that has the necessary in-house resources to install, customize and maintain it can use it freely.  

However, the Community Edition is no longer maintained by OTRS Group. This means that updates and security fixes are no longer available. There is also no documentation or support available.   

What is OTRS?  

As a professional service management solution, OTRS offers extended functions, comprehensive support and regular update services. Important components include a configuration management database (CMDB), a knowledge base, process automation, chat functions and powerful integrations.   

Companies using an OTRS system automatically have a team of developers, consultants, support staff and trainers at their side. These experts can perfectly integrate the solution into existing system environments. This allows businesses to provide effective, clear and well-organized service and support.  

Reasons why community users switch to OTRS  

There are many different reasons for such a switch. The benefits of the managed OTRS solution are best seen first-hand. 

Improve user and customer experience 

An obvious, outstanding benefit is the modern and customizable user interface of OTRS. This exists in the agent interface. Customers access it via the customer service portal.  

OTRS 8 Modern Interface

Avoid skill gaps and reduce internal resources 

Anyone using the open-source version of OTRS needs internal resources to handle maintenance and use the system adequately. This often depends on individual employees whose skills cannot be replaced. If the employee who has OTRS knowledge leaves the company, the business becomes stuck. 

When using the Community Edition, teams are dependent on forum discussions for problems and urgent questions. Working together with the software provider ensures that knowledge is always available to help move the business forward. 

Address compliance requirements with confidence 

For many companies, compliance is also a critical issue. These companies opt for the managed version because they receive comprehensive support.   

They always have access to competent, helpful consultants at their side. This reassures them that they are complying without having to make any significant effort themselves. OTRS Group also reassures companies because data center processes all comply with GDPR and other key regulations.  

Other problems solved by switching to OTRS 

The following are reasons to make the switch:  

  • Security risks are negligible. Official security updates for the Community Edition don’t exist.

    This has been true since 2021. Since that time, numerous security patches have been applied to the managed OTRS solution. 

    The managed version comes with regular patches, bug fixes and new versions.  

  • ITSM functions are easier. The managed OTRS contains ready-made ITIL®️ processes to manage problems, incidents and defects. The product team has also fully developed the CMDB, process automation and SLA management.
  • Scaling is simple. The managed version easily handles large ticket volumes. Plus, the business can easily adapt fields, processes and more to its business requirements.  
  • Interfaces are stronger. OTRS has improved options for connecting external systems. It is compatible with modern reporting tools as well as MDM solutions. 
  • Compliance audits are handled more easily. The managed version supports functions for compliance, audit security and documentation. This is particularly important for regulated industries.  
     

Investing in Performance, Support and Scale 

Another huge benefit for businesses is that OTRS has such a favorable price-performance ratio. Thanks to fair licensing model known as “concurrent agents,” teams keep costs within limit, even with frequent use.  

Concurrent agents means that you only pay for agents who access the system at the same time. You do not necessarily need a license for each user. 

What’s more is that you start getting value far more quickly than other professional service management solutions. First, this is because competent service and predefined processes get you up and running quickly – even when migrating. Second, experts can deploy over 2,500 configuration options for you, so your system works for you quickly.  

Making the switch is simple 

Switching from the ((OTRS)) Community Edition to the managed OTRS version requires only a few steps. It is much quicker and easier than many people think. Data and permission transfers save time too.    

How the switch works  

Migration to managed OTRS takes just a few days. The steps depend primarily on the option selected.  The following options are available.: 

  • Option A (on-premises migration): Within two to three days, experts upgrade the existing local installation. They recommend first scheduling a test migration. Businesses should plan for downtime. 
  • Option B (migration to OTRS Managed): The customer switches to the SaaS version. OTRS Group completes the data transfer. This takes approximately one to two days of work, including a test migration. Downtime is required and interfaces may need to be adapted.
  • Option C (new OTRS instance): Experts set up a completely new instance. Businesses take advantage of OTRS consulting and ticket transfer. The effort involves four to six consulting days without any downtime.
  • Option D (OTRS solution scenario): Businesses select from predefined best-practice solutions. Several options are available to serve a variety of operational areas. With a standard configuration, experts need only two consulting days and no downtime.

Conclusion: The managed OTRS version pays off   

The ((OTRS)) Community Edition provides a solid basis, but users should be aware of its limitations. Security in particular is severely limited. If you use the software a little and don’t care much about security, the Community Edition is fine. 

However, the managed version offers a whole range of new features that increase performance and productivity immensely. The modern interface provides a good overview and good organization. Automation and predefined processes make life easier – and lead to better results.   

In general, large professional organizations should definitely use OTRS. However, smaller teams also benefit sufficiently when considering maintenance, support and security. Fortunately, fair pricing models and a high return on investment (ROI) let companies switch without hesitation.  

FAQs  

1. What requirements must my current system fulfill for migration?  

Your system should be based on a supported version of the ((OTRS)) Community Edition. If required, we will analyze the system in advance to determine the exact migration path.  

 

2. How does data migration work? Will you transfer all data (tickets, users, history, attachments, etc.)?  

Yes, we will transfer all relevant data, including users, tickets, attachments and history. Experts will confirm this in advance. 

  

3. Can we retain interfaces to third-party systems?  

In most cases, our team can transfer interfaces once they have checked and adapted them, if necessary.  Talk to an expert regarding specifics. 

  

4. Who takes over the maintenance and monitoring of the managed system after the migration? 

OTRS takes care of all monitoring, maintenance and updates, including security and function updates.  

  

5. What additional functions does the managed OTRS offer compared to the ((OTRS)) Community Edition?  

You get access to advanced features, such as the following:  

  • Automation 
  • Dynamic fields  
  • SLA management  
  • Reports  
  • All security updates and patches since 2021 

About OTRS

OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

NIS2 Compliance Automation: Turning Compliance Into Competitive Advantage

NIS2 stands for the Network and Information Security Directive 2. It broadens the original NIS, known as NIS1. NIS1 aimed to improve cybersecurity across the European Union (EU). As cyber threats have increased, leaders recognized the need for a more expansive approach.

The EU developed NIS2. It became law in October 2024.

NIS2 requires that all mid- to large enterprises that do business within the EU comply. This means that a company based in the United States must follow the rules if it serves customers in the EU.

It also increases the number of industries to which the regulation applies. Any business serving the needs of essential or important entities of the European economy or society must comply.

Fines for non-compliance increase the pressure on businesses to strengthen their cybersecurity. The growing complexity of the requirements make this increasingly more challenging.

Of course, this opens the door for further business transformation. Companies that can quickly and effectively comply will leap ahead of their peers.

What NIS2 Requires—and Why Manual Processes Won’t Cut It

Let’s take a closer look at what companies must do if they operate in key industries in the EU.

Compliance Requirements

NIS2 seeks to enhance resilience of key industries within EU member states. Specifically, it mandates that businesses have a minimum cybersecurity posture that includes:

  • Risk assessment and policies for network and information systems
  • Policies and procedures for cryptography and encryption
  • Vulnerability management policies
  • Data access and handling policies
  • The use of multi-factor authentication and encryption practices
  • Continuous monitoring of security plans and activities
  • Incident management and business continuity plans
  • Cybersecurity training of employees
  • Evaluation of and tactics to ensure supply chain security

Beyond Policies and Plans: The Challenge of Putting It Into Action

At first glance, this seems fairly reasonable. But, putting the policies into action and proving this during an audit can be tricky for businesses.

Managing compliance manually can lead to:

  • Inconsistent documentation
  • Siloed processes or those which don’t follow specified procedures
  • Human error

These faults can pose problems for businesses operating under NIS2 requirements.

For instance, as part of the incident management policy, NIS2 identifies strict timelines to report significant incidents. Businesses must provide an early warning within 24 hours and deliver an incident notification within 72 hours. If someone misclassified an incident, giving the impression that it was not significant, this reporting window could be missed.

The company would be responsible and is likely to have corrective actions taken. These can include:

  • fines of €10 million or 2% of total worldwide annual turnover,
  • bans on management,
  • reputation damage or
  • public warnings.

This isn’t an area where businesses want to take risks. Thus, they are looking for ways to minimize manual work as much as possible.

The Role of Workflow Automation in NIS2 Compliance

One way they do this is by leveraging workflow or process automation. When workflows are clearly established, businesses can transfer the steps to process management software. This software pushes work through the series of steps without manual intervention – or triggers manual intervention if required.

How Automation Supports NIS2 Compliance

The benefits of handling workflows and processes through automation are many. They help companies comply with NIS2 by:

  • Ensuring repeatability and consistency of security measures
  • Enabling real-time escalation and documentation
  • Facilitating faster, traceable incident handling and incident reporting
  • Helping with audit-readiness and reporting

How STORM Supports NIS2 Compliance Through Automation

For these reasons, businesses increasingly seek a NIS2 ticketing system. What this means is that they want a ticketing system that can support them in:

  • automating processes,
  • capturing audit-ready documentation, and
  • leveraging dashboards and reports to keep abreast of compliance topics.

STORM works as a NIS2 ticketing system to help streamline compliance with customizable automated workflows.

Consider this real world example.

An event occurs. The solution automatically classifies it as significant which triggers an alert to all stakeholders and initiates the incident response workflow within seconds. The automated workflow delivers tasks to the appropriate people and teams almost instantly.

Work steps and time stamps are recorded in the ticket. This creates accurate, non-editable documentation that is ready for audits. And, the current state is always clearly visible to management through a dashboard.

From Compliance to Competitive Advantage

The benefits derived by the business when they investment in compliance and automation are significant. It means that customers have greater trust in the digital infrastructure and digital services.

Increased security efficiency

By clearly outlining the steps needed to orchestrate the response to security incidents, everyone knows immediately how to react. There’s no delay or discussion when a crisis arises.

When businesses then chose to automate their response, it speeds up even more. Action is nearly instant.

Plus, the use of a NIS 2 ticketing system as part of the automation speeds up the time it takes to address audit requirements. Teams document every remediation step and piece of communication. Each entry is already tracked and time stamped. It’s ready to present at any time.

Reduced risk

The faster response and analysis helps prevent or minimize the impact of bad actors.  This means less downtime, reduced data loss, and fewer service interruptions for customers.

Of course, if businesses don’t take measures to comply with NIS 2, they are also at risk of fines by relevant authorities. As noted above, these can be extensive.

Greater trust with partners and customers

Promptly responding to incidents shows customers and partners that your business is skilled and responsible. This gives them faith in your ability to care for their business’ digital supply chain needs.

It also keeps your business from getting negative attention in the press. Afterall, we all remember the CrowdStrike incident last year, right?

What to Look for in a Compliance Automation Platform

The bottom line benefits have many companies seeking compliance automation platforms. While many NIS2 ticketing solutions offer automation capabilities, buyers can differentiate between vendors by examining the following.

  • Customization. Teams can get started quickly by leveraging pre-configured workflows and dashboards. But, the solution should allow the business to grow and adapt over time. The solution must allow the business to customize workflows to its specific needs.

  • Integration with existing tools. The compliance tool is only useful if it leverages the information and knowledge found within the environment. For instance, asset management is critical if teams need to identify risks and security incident impacts. The same is true with the SIEM.

    The data from all these tools needs to be combined. This can only happen if integration options are available. 
  • Clear reporting and audit trail. As mentioned with the STORM solution, having un-editable date/time stamped records means that a real time audit trail is possible. It also simplifies reporting so that teams have an up-to-date round-the-clock understanding of what’s happening.

 

  • Role-based access and escalation. To secure the environment, we must ensure that only the right people can access data and systems. Similarly, only dedicated teams and stakeholders should be involved in addressing security incidents.

    This requires establishing access control policies. Teams implement these more easily by attaching policies to roles. The role can then be applied to individual users.

    This means that there is tighter and more consistent control over access. Any tool used in security should include such options.
  • Vendor reliability and support. Long-term business stability requires trusted partners. The vendor with whom you work should have a track record of helping their customers make use of and troubleshoot the selected solution.

Conclusion

Whether you’re an IT professional or business enabler, compliance is a top concern. Implementing NIS2 requirements protects your business in a variety of ways – from fines, data loss, and downtime. It means that customers trust you and want to continue their business relationship with your company.

However, the requirements are many. By using a NIS2 compliance automation solution, you can ensure that tasks are done correctly and efficiently. This also makes audits easier.

Be proactive. See how STORM can help your organization simplify NIS2 compliance.

About OTRS

OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

What Gartner’s Latest ITSM Report Means for Mid-Market ITSM Teams

The Gartner® ITSM report is a popular guide for IT leaders. They use it to stay updated on ITSM platforms. The report shows which platforms can best help them meet their business goals. The Gartner Market Guide for ITSM tools 2025 dives deep into several service management platforms that are key players in the industry.

Let’s look at some of the compelling information to be found in the report. We’ll also examine if the major players are the right fit for mid-market IT teams.

3 Key Takeaways from the Gartner ITSM Report

When IT leaders begin their tool search, they consider the tactical objectives that they need to address within the next one to two years. They must also think about the long-term usefulness of the service management ITSM tool the choose. They consider scalability, how processes will mature, and even if it’s fit for enterprise-wide usage.

As such, leaders must consider tomorrow’s trends and how ITSM providers are addressing these within their solutions. The Gartner Market Guide ITSM addresses three notable trends.

Artificial Intelligence (AI)

Artificial intelligence in ITSM helps support business objectives by speeding up work and improving customer experiences. Vendors are seeking new ways to incorporate AI into their platforms. Examples of AI usage in ITSM are summarizing ticket data, conversational chatbots or knowledge generation.

Enterprise Service Management (ESM)

Enterprise service management is a digital transformation initiative that pushes service management principles into business units outside IT. In ESM, teams like HR and facilities deliver their services in a value-added way. They use tools like those found in IT settings. These may include service portals, knowledge bases, real-time reporting, and ticketing.

Automation

When teams automate repetitive tasks, they improve response times and enhance the overall user experience. Tools that leverage advanced process managers aid I&O teams in meeting these goals.

Many ITSM Tools Fall Short for Mid-Market Leaders

While keeping trends in mind is important for IT organizations, mid-market leaders need to balance “bells & whistles” with practicality. Too often, teams over-buy their ITSM solution which leads to big spending and little value. Mid-market buyers need to be aware of the following when considering an ITSM investment.

Enterprise desire on a mid-market budget

Enterprise solutions have enterprise price tags. By their nature, they are not designed for budget conscious buyers.

In contrast, mid-market ITSM vendors fill the gap. They may not be well-known names because they are not always in the Gartner Market Guide. However, they provide high-quality ITSM solutions that fit the needs of mid-market buyers.

For example, vendors may offer a concurrent user pricing model to help businesses save on licensing costs.

People powered: lack of time and skills reduce value

Hefty tools built for enterprise environments require a lot of set up and administration. From challenging integrations and workflow customization to feature overload and complex CMDBs, the setup and maintenance of enterprise solutions is a huge commitment. It generally requires increased headcount or significant service costs.

Avoiding this is critical for the mid-market buyer. A better option is to find a solution that:

  • Offers managed options. Let the experts handle updates, security and patching.
  • Aligns with your core needs. Don’t try to do everything at once. Consider starting with incident management. Aim to expand from that point.
  • Has pre-configured workflows. If your aim is to mature the organization, begin with pre-built workflows. This allows you to get started by leveraging the expert knowledge. Then, you can adapt these to fit your specific needs as you gain experience.

Need for speed: implementations are too slow.

Few mid-market players can wait a year before they enhance their infrastructure and operations departments. Yet, implementation time with enterprise solutions can take that long – or longer.

Most midsized businesses need to be nimble. They must innovate to keep pace with their markets. They need their IT organizations to keep up.

In talking with vendors, ask about their project management and onboarding speed with organizations similar to yours. How fast did they become operational?

Evaluate ITSM Tools Beyond the Market Guide

According to Gartner, there are hundreds of ITSM solutions in the market. Only 20 vendors are identified in the Gartner Market Guide, so there are many others to explore. In fact, the Guide itself indicates that exclusion from the report does not mean that a product lacks viability.

This is good news for the mid-market buyer when choosing an ITSM tool. They aren’t simply stuck with the same old 20 vendors. Beyond basic features, ITSM software evaluation should a holistic view on the offering and vendor.

Total Cost of Ownership (TCO)

The total cost of ownership is the total of all items needed for a long-term solution for your company. Consider costs beyond the licensing price tag, such as:

  • Modules and add-ons
  • Usage costs, like texting or social media
  • Costs related to hosting
  • Cost increases as you scale
  • Services and support for customizations, integrations, or configuration
  • Data migration services
  • Training
  • End user onboarding

Flexibility and Integration

Flexibility is a crucial consideration. Ultimately, you’re not just putting money into current requirements. You should be forecasting your needs into the future so that you find a solution that will scale with your business. Points to investigate include:

  • Workflow adaptation. How easily can workflows be adapted? Does it need extra development services? Is it low-code / no-code, allowing internal teams to manage it effortlessly?
  • Pay as you grow. Are you required to cover all expenses now? We noted earlier that ITSM buyers often pay for more than they are able to use right now. Instead of having HR workflows available on day one, for instance, ask if these can be added later.
  • Self-service savings. As you change, can you easily modify the solution internally. For instance, can you update the service portal on our own? Are you able to administer it internally?
    Support and Service Options
    Of course, if you’re considering internal administration, make sure to have product support experts available. They can assist you when you’re feeling lost. Training and customer service should be top priorities when engaging with vendors. Understand the vendor’s:
  • SLAs. Will you be able to reach someone quickly and easily enough to ensure business operations? Do they have 24/7 operations? Are representatives regional to your area?
  • Support channels. Are there specific processes to follow? Will you have a dedicated Customer Success Manager who you can contact to resolve issues?
  • Onboarding. Is the procedure clear? Do you know what to expect for configuration, integration and training? Are there established processes to expedite the rollout?

Conclusion

As a flexible ITSM solution, OTRS deserves a look. It’s built with ITSM best practices in mind and has over 17 pre-configured ITSM processes on board. Highlights of the offering include:

  • Request management/ticketing
  • CMDB/asset management
  • Reporting and analytics
  • Knowledge management
  • Customizable service portal
  • Easy-to-use process manager

Add OTRS to your shortlist. As a mid-market purchaser, keep in mind that this and other alternative options are available to you.

And, take time to read the Gartner Market Guide. It offers perspective on the market and trends that are shaping the industry. You will think about what’s possible and your own vision for the future – regardless of your team’s size.

About OTRS

OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

What is a CMDB?

A Configuration Management Database (CMDB) is a foundational component for optimizing IT Operations Management (ITOM) and delivering IT services in a structured and transparent way.

By providing a single source of truth about IT assets and their interrelationships, a configuration management database enables better decision-making and prompt action. This article explains what a CMDB is, how it works, and why it’s such a powerful tool.

Configuration Management Database: Background

Organizations face the challenge of using a CMDB effectively and profitably. This requires a clear understanding of what a CMDB is as well as the key concepts and terms associated with it.

Definition: CMDB

A CMDB is a centralized database that manages and stores information about IT assets, known as Configuration Items (CIs). By mapping relationships and dependencies between IT components, a configuration management database enables organizations to understand, control, and optimize their IT infrastructure.

Its core purpose is to improve transparency across IT services. It simplifies incident resolution and change management, streamlines IT processes, and makes better use of resources.

This centralized management system is critical for proper security and compliance. It helps improve the business’s security posture by offering one place to find weaknesses and prioritize threats. Additionally, any time a CI is changed, the change is documented. This creates an audit trail that is used to verify compliance when necessary.

 

Configuration Items (CIs): What They Are

If the CMDB is a master list, Configuration Items (CIs) are the entries within it. These include all IT infrastructure assets — hardware and software assets, networks, services, and documentation. In addition to attributes such as name or status, the relationships between CIs are key to identifying dependencies.

Examples of Configuration Items:

  • Laptops
  • Servers
  • Operating Systems
  • Cloud Resources
  • Applications
  • IT Services
  • IP Addresses
  • Processes
  • Contracts and Software Licenses
  • Users and Roles
  • Service Providers and Vendors
  • Service Level Agreements (SLAs)

Technical and Non-Technical Items

Although CIs are often associated with technical assets, non-technical items are equally important. For instance, identifying which users, customers, or locations are impacted by certain incidents is essential. Including both technical and non-technical CIs ensures the configuration management database accurately reflects the real IT environment.

The Role of a CMDB in IT Asset Management

Configuration management is a discipline within IT Asset Management (ITAM) with a unique focus: identifying dependencies. As the number of assets grows, so do their interconnections.

Dependent assets are most relevant to a CMDB. Yet, even standalone assets can be CIs if they are critical to IT services. The decision to include an item in the configuration management database should be based on its relevance to IT operations.

CMDB and Ticketing Systems

Configuration management tools work best when integrated with a ticketing system. For example, during an incident, the ticket holds details of the issue. The CMDB provides context about the affected CIs. When linked, these systems offer a complete overview, enabling teams to act quickly.

Together, they form a powerful combination in IT Service Management (ITSM). The CMDB supplies the data and context. Meanwhile, the ticketing system connects incidents and requests to relevant CIs for efficient resolution.

Using a CMDB

To implement a CMDB effectively, it’s important to understand its features, advantages, and challenges.

Key Features

A configuration management database is more complex than it might initially appear. It provides a transparent, centralized view for improved decision-making and structured incident, problem, and change management.

There are many benefits of a CMDB, including:

Holistic Overview: Offers a centralized view of the IT infrastructure with normalized and aligned data.

Flexibility: CIs can be added manually, via integration, or automatically.

Faster Resolution: Speeds up issue resolution and minimizes risk.

Impact Analysis: Highlights how changes or outages affect other systems.

Data Quality: Supports up-to-date, accurate, and complete data.

Access Control: Role-based permissions protect sensitive data; audit logs track activity.

Dashboard Insights: Provides an overview of CI status, changes to asset data, and costs.

Benefits

Transparency and centralized data offer significant advantages. A CMDB prevents information silos and outdated data, ensuring up-to-date insights into assets and their dependencies.

Key benefits in core ITSM practices include:

Optimized Change Management

A CMDB supports secure, efficient change management. It helps assess risk by identifying affected assets, systems, or users and clarifying potential impacts. Documentation allows tracking and correlation with other events.

Streamlined Incident Management

With visibility into dependencies, teams can identify root causes, assess impact, and resolve recurring issues more effectively. Incidents can be analyzed in the context of affected assets over time.

Proactive Problem Management

A configuration management database helps uncover the root causes of recurring incidents and implement lasting solutions, improving IT stability. It documents changes, incidents, and workarounds to support proactive management.

Improved Business Decisions

The insights from a CMDB help forecast bottlenecks, identify optimization opportunities, and support lifecycle planning for upgrades and investments. CI data enables informed budgeting decisions.

Efficient Accounting

Financial planning requires accurate documentation. A CMDB simplifies this by providing clear overviews, enabling proper cost allocation and financial tracking.

Common Challenges

A CMDB is only effective if maintained properly. Many organizations struggle to do so. They may have inadequate processes, missing or outdated data, or an unclear scope of what should be included.

To address these challenges:

  • Ensure all CIs are complete, accurate, and current.
  • Make ongoing CMDB maintenance part of the team’s routine. Establish a configuration management process and ensure it’s governance.
  • Avoid overcomplication—structure and clear processes are essential.
  • Integrate the CMDB with ticketing, monitoring, discovery tools and asset management tools.
  • Clearly define access permissions and change protocols.

CMDB Software

To build an effective CMDB, the right software is essential. Without it, configuration management becomes difficult, and critical insights are lost.

Why CMDB Software Matters

Without specialized software, CMDB data may be scattered, un-documented, or locked in employees’ heads. A solid CMDB tool centralizes data, supports clear understanding of dependencies, and enables quick, effective decision-making.

Key Features to Look For

Integration with Ticketing Systems
When integrated with a ticketing tool, a CMDB enhances visibility and accelerates resolution by linking tickets with relevant CIs.

Benefits include:

  • Faster root cause analysis
  • Improved ticket handling through instant access to relevant data
  • Better decision-making with access to comprehensive incident/change history
  • Proactive measures thanks to a complete view of dependencies
  • More accurate impact assessments

Scanning and Automation
Automated scanning ensures up-to-date information. Ideally, the tool should support automated import/export to simplify data handling.

Visualization
Good CMDB software visualizes data, making relationships easier to understand and interpret. This supports accurate diagnostics, planning, and decision-making.

Dynamic CI Selection
When the system functions as both a configuration management database and a ticketing tool, users can directly assign assets to tickets. This streamlines incident documentation and resolution.

Integrated Monitoring
Effective CMDB solutions support monitoring by showing real-time status and flagging anomalies. Linking monitoring tools to CI data adds context to alerts. In some cases, the system can also notify users of critical changes or failures.

Conclusion: A CMDB Brings Clarity and Control

A Configuration Management Database (CMDB) is a powerful asset in IT Asset Management (ITAM). It centralizes data on Configuration Items (CIs) and visualizes dependencies, turning abstract IT landscapes into clear structures.

Beyond visibility, a CMDB actively supports key ITSM processes like change, incident, and problem management, while improving planning and accounting. When properly maintained—with accurate data, clear structure, and defined permissions—a CMDB simplifies everyday IT operations.

The right software adds value through automation, visual clarity, and monitoring integration. Its synergy with a ticketing system is especially vital for linking incidents and changes directly to affected CIs.

About OTRS

OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

Customer service management: background, advantages, functions

What do we mean by customer service?

Customer service encompasses all activities with which companies support customers. This includes before, during and after the purchase of a product or service.

This proves to be enormously important in the sense that satisfied customers remain loyal to companies. They tend to repeat purchases. They contribute significantly to a positive public perception through reviews or feedback. They also drive word of mouth business.

Customer service interactions

Customer interactions take several forms. Tasks typically include the following:

  • Solving problems
  • Complaint and escalation management
  • Directing customers to the right places
  • Offering product suggestions
  • Answering general questions

From a holistic point of view of supporting the customer, companies must also consider:

  • Providing proactive support (before problems occur)
  • Communicating seamlessly across different channels
  • Applying emotional intelligence
  • Optimizing support processes
  • Anchoring customer service in the “DNA” of the company

When done well, these mean that a company is able to:

  • Creating a positive customer experience
  • Build trust and loyalty
  • Enhancing customer satisfaction

This can be done on site through in-person customer support. It may also be offered via telephone, email, chat or social media.

Customer service management: background information

There is more to customer service than reactively resolving customer concerns and problems. Modern customer service can also be proactive. Support models like self-service and automation enable customers to solve problems on their own.

Defining customer service management

With customer service management (CSM), a company wants to give customers good service. This helps build loyalty and create a positive image.

It is one part of customer relationship management (CRM). CRM covers all customer facing interactions. It aims to improve the quality of service provided.

Customer service management strategies aim to solve problems, questions and other concerns quickly and comprehensively. To achieve this, the entire customer engagement must be well orchestrated or coordinated.

Optimizing customer service: Why is this important?

The quality of customer service plays a key role in determining the relationship between customers and companies. Company growth is supported when service:

  • meets all customer requirements,
  • is individually tailored to them
  • acts proactively, and
  • has a fast response time.

CSM strategies are put into place even before customers buy something or use a service. It is a comprehensive approach with which companies support their customers. The goal is not only to solve problems, but also to prevent them when possible.

Modern customers also expect to be able to use preferred channels, such as telephone, email, SMS, messenger or chatbot.

 

„There is only one boss. The customer.”

Sam Walton, Founder of Walmart

 

Important aspects of good customer service management

Delivering high quality service requires much thought and planning. Decisive success factors lie in these aspects:

  1. Adequate process management optimizes services, such as inquiry response and complaint management. This enables concerns to be resolved quickly, satisfactorily and transparently.
  2. Customer service software, automation and AI-powered solutions save employees time and customers benefit from better results.
  3. The focus must be on the customer: Personalized approaches are a good start. This is followed by tailoring service to individual expectations. Companies also offer different service options, such as self-service or a conversation with a customer advisor.
  4. Good customer service is proactive. It solves problems for customers before they become apparent.
  5. If services are changed often based on customer feedback, they are more likely to meet their goals. This increases customer satisfaction immensely.


Customer expectations and corporate goals

When it comes to service, corporate goals must be linked to customer expectations. This prevents business and customer goals from diverging. It ensures that both parties experience a successful relationship.

What expectations do customers have?

When customers consult the service department or use self-service options, they have a problem, question or urgent concern. A quick response and solution are their top priority.

In short, they expect issues to be resolved quickly and satisfactorily.

To achieve this, the following expectations should be met:

  • Solutions and answers need to be provided quickly and without unnecessary delays.
  • The information must be factually correct, precise and reliable.
  • Support must be provided via the preferred channels and at times that suit the customer.
  • In the case of complex problems, the processes, timeframe and costs must be clear from the outset.
  • Communication should be personal and empathetic, even with automated customer service.

What are important corporate goals for customer service?

We have suggested that meeting customer expectations means that the company is doing a good job. But, how does this translate into concrete goals and quantifiable values?

Here are some brief and concise approaches:

  1. You can measure customer service satisfaction using metrics. Two common metrics are the Customer Satisfaction Score (CSAT) and the Net Promoter Score (NPS). Certain values can be defined as targets for these.
  2. Service is significantly responsible for customer loyalty and customer retention. We can measure this with different metrics. These include resale rates and average customer relationships, known as Customer Lifetime Value (CLV). We also look at the customer retention rate and the churn rate.
  3. Process optimization also counts in customer service. Companies can measure how well processes work. They can measure processing times or the proportion of first contact resolution (FCR).
  4. Continuous improvement is also an important credo when it comes to service quality. It can be measured by internal audits or customer feedback.
  5. Turnover plays an important role in many areas too. You can measure customer service from upselling and cross-selling. This can be done by looking at the sales made from service contacts or counting the upsells.

Customer service management: the advantages

When companies improve their service quality or maintain it at a consistently high level, this undoubtedly has several advantages.

We can look at this from various perspectives:

  • the customer perspective
  • the employee focus
  • the company view

They are different in some ways, but they all aim for the same goal. They want to provide helpful, fast, and easy-to-access service.

„Customer experience isn’t an expense. Managing customer experience bolsters your brand.“

Stan Phelps, Author and speaker

 

The following points highlight what this does for everyone involved.

Advantage #1: Satisfied, loyal customers

Providing customer service that’s focused on the customer’s interests puts them first. This makes for a happier and more loyal customer.  Excellent service also has the advantage that customers recommend the company to others. This may enhance its reputation.

Advantage #2: Boosting sales

Satisfied customers result in higher sales and long-term relationships. High sales volume in the short term and customer base growth in the long term are extremely important business criteria.

Advantage #3: Effective processes and workflows

Automated processes such as ticket management or follow-up tasks after customer contacts save time and avoid errors. Customer service teams with clear structures and transparent processes can also work more effectively and achieve better results.

Advantage #4: Motivated employees

Functional service management also ensures that employees are motivated and show more commitment. This is mainly due to the fact that well-coordinated workflows and structured processes lead to less stress. Observable successes leads to a positive mindset.

Advantage #5: Stability and sustainability

Customer benefits are directly linked to employee interests and the company’s situation. If customers receive first-class service, this leads to long-term relationships and stable relationships. It ensure a partnership in which one business cares for another.  

Customer service management software

A service that meets customer needs requires a good structure. It also needs a clear flow of information and skilled use of knowledge.

To meet high quality standards and give customers more, companies need help from customer service software.

Requirements and important functions

Customer service software should be intuitive to use. It should make things noticeably easier for agents and customers. A dedicated solution usually results in a quick return on investment (ROI).

These are the most important requirements and functions:

  • With a ticket management system, inquiries can be centrally recorded, prioritized and tracked.
  • Self-service portals such as knowledge bases, frequently asked questions and community forums provide low-threshold access to useful knowledge content.
  • Agents can work together on inquiries, assignments and notes, resulting in optimized collaboration.
  • GDPR compliance, access controls and encryption protect data and ensure compliance.
  • Simple implementation, intuitive operation and the option of mobile device interfaces use make the software user-friendly.
  • KPI dashboards, feedback evaluations and performance reports can be used to offer insights and opportunities for improvement.
  • The integration of channels such as email, chat, telephone and social media enables omnichannel support.

The integration of artificial intelligence (AI)

The benefits of artificial intelligence (AI) are becoming increasingly important to customer service management and helpdesk solutions. AI saves time, improves response times and helps to make customers happier.

For example, AI chatbots and virtual assistants can answer customer questions at any time. Automatic ticket assignments and the creation of suggested answers also save time and effort. In the helpdesk, users benefit from automatic classifications, optimized workflows, predictions and tailored support based on customer history.

Autonomous learning and mood recognition

Further advantages are offered by natural language processing (NLP) and self-optimizing knowledge databases. AI can recognize the emotions of each customer. It can quickly find important and urgent cases that need priority.

Through the latter, the AI recognizes the emotions of the respective customer and can quickly identify critical and urgent cases that need to be prioritized accordingly. This is just as much a part of personalization as intelligent suggestions for products, solutions or knowledge database articles.

Conclusion: Customer service management – an important driver

Customer service is a core area for companies. This is where their customers’ image of their own services is directly manifested. Bad service experiences are just as memorable as those in which customer service acted as a real savior.

Companies should therefore not under estimate the importance of the service they provide to their customers. They should constantly strive to improve quality and offer new, helpful services.

Personalization is a factor that customers now firmly demand. AI applications are also increasingly part of this. Companies are being asked to use them to the benefit of everyone involved.

It should also be emphasized that interactions and the type of communication are at the heart of customer service. Service is about people. People constantly seek empathy and solutions tailored to their individual mood and preferences.

In addition, companies should always keep an eye on the relationships between strategic goals, customer needs and employee perspectives.

About OTRS

OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

First contact resolution: definition, (dis)advantages and best practices

What is meant by First Contact Resolution?

First contact resolution (FCR) is the proportion of customer inquiries that are resolved by support at the first attempt. When measuring first call resolution, follow these steps:

  1. Count how many inquiries were solved in one interaction.
  2. Count the total number of requests.
  3. Divide the number of solved inquiries by the total requests.

The “first attempt” means it only takes one call, email, social media message, or chat to solve a problem well.

As most customer contacts are still made by a phone call, this rate is also known as First Call Resolution rate.

How do you calculate FCR?

The FCR is easy to calculate. When measuring first call resolution, divide the number of inquiries that could be resolved with a single interaction (a customer call, an email inquiry or a chat session) by the total number of requests.

The formula is as follows:

FCR = number of tickets resolved on the first call (or interaction) / total number of tickets received

What is a good first resolution rate?

The industry standard for first-time resolution rate is 70 to 79 percent. If you land in this range, you have every right to be happy about having achieved a good FCR.

According to the call center company SQM Group, values of 80 percent and higher are “world class”. Only five percent of call centers worldwide achieve this. Conversely, values of less than 70 percent indicate that improvement is needed. 

However, experience shows that these benchmarks tend to be set a little too high for FCR. People who score below this level do not always provide “poor” service. This is just one of many key performance indicators (KPIs).

In addition, the FCR achieved depends on many factors. For example, a good value could simply mean that there is insufficient self-service. Customers may be turning to support with simple, very easy-to-solve inquiries. This would inflate the rate while still leaving room for support to make improvements.

Why is the first contact resolution rate important?

First contact resolution can serve as an important metric for service quality. Many call centers work with this metric as customers expect a quick resolution to their issue when they contact them. Any delay causes additional frustration. This is especially true when customers have not made progress using a knowledge base or an AI chatbot.

With a good FCR, companies know that customers are receiving quick resolution to any issue. This contributes to their satisfaction.

In fact, the FCR can often be used as a KPI to indicate customer satisfaction, as it contributes to this to a certain extent. Companies can also collect a Customer Satisfaction Score (CSAT) separately. This helps to show that a positive first solution rate also contributes directly to a favorable value.

FCR: the pros and cons

First Contact Resolution is undoubtedly an important metric for contact centers. However, companies should by no means focus on it alone. It should be used with other metrics to make reliable statements about customer service quality and customer satisfaction.

Advantages

Here is an overview of the most important advantages of using FCR as a metric.

  1. Importance for customer loyalty: A high FCR rate correlates positively with good customer satisfaction. As customers appreciate quick solutions without having to make repeat calls. The first resolution rate highlights an important aspect of customer service management. If this is fulfilled, they are much more likely to remain loyal.
  1. Correlation with costs: First contact resolution is directly related to business costs. When a good FCR eliminates repeated inquiries, this reduces operating costs. Support teams can invest their manpower elsewhere.
  1. Statements on service quality: A high FCR value shows that service teams work well. It means they have the right information and are well trained. This is true even if the figures should sometimes be treated with caution. Validation by other key figures is often required in order to be able to make reliable statements.
  1. Influence on support teams: Support staff often feel frustrated when they have to deal with angry customers for a long time. A good first resolution rate therefore means less stress, less strain and a greater sense of achievement.
  1. Competitive advantages: Companies with a better FCR rate than their competitors have an edge in customer service. There are also indirect competitive advantages if companies use FCR values for targeted improvements.

Disadvantages

First Contact Resolution only sheds light on part of the truth. If companies rely solely on this key figure, misunderstandings can quickly occur when evaluating the service provided. As a result, the quality of service can even decline.

Caution is advised in the following cases:

  1. Complex cases: An immediate solution cannot be achieved for every problem. If there is too much focus on FCR, complex inquiries might not get enough attention. They may not be prioritized as they should.
  2. False signals: If companies only look at a high first resolution rate, they may think the service is good. In fact, there may not be enough self-service options. As a result, customers often ask employees simple questions.

    This does not lead to high customer satisfaction. It can also make companies feel falsely secure.

  1. Distorted value. Many companies set a high FCR rate as a goal. This leads employees to close tickets too soon to meet the target.

    However, problems are often not yet solved and customers turn to support again in anger. Mistakes also occur if, for example, it only becomes apparent later that certain solutions were inadequate.

  1. Need for quality: Closing inquiries (tickets) too soon can mean not giving a complete solution. Some customers also want comprehensive advice. To drive quality service, understand FCR in relation to other important objectives.
  1. Unfair assessments: Complex cases naturally take longer to resolve. If service employee evaluations are based solely on FCR, performance quality may be skewed for those team members who are responsible for more complex cases.

Conclusion: advantages vs. disadvantages

First contact resolution has earned its place as an important service management metric. However, users need to consider it in combination with other important metrics. Only then can a reliable overall picture of service quality be obtained. After all, FCR measures a large and crucial piece of the puzzle, but not the entire thing.

5 best practices for FCR

When used correctly, first contact resolution makes a lot of sense. The following best practices are important building blocks and optimizations.

#1: Choose targets wisely

A “world-class” FCR can be an important goal, but this does not necessarily have to be the case. A high level of customer satisfaction is the overriding goal. This is measured with values such as the Customer Retention Rate (CRR). Companies should ask themselves to what extent a good first solution rate contributes to this.

At times, other metrics might matter more. Consider objectives such as customer service quality, shorter waiting times or good escalation management (for many complex cases) could be better objectives. However, if customer satisfaction is largely dependent on immediate problem resolution, the FCR proves to be spot on.

#2: Working with a knowledge database

Teams are strong when they work together. Agents can benefit when they have access to the relevant knowledge of other team members. A knowledge base can contain solutions to problems, instructions, how-to descriptions and solutions can be easily accessed.

This has considerable advantages for improving first call resolution. This is especially true in the case of recurring problems. Employees are more likely to be able to solve them at the first customer interactions. If knowledge is important for support cases, such a database fulfills an extremely helpful function.

#3: Combine FCR with other metrics

First Contact Resolution only represents part of the truth. Viewed completely in isolation, it provides little insight.

In combination with the following metrics, the FCR can paint a clear picture:

  • Customer Satisfaction Score (CSAT): This measures customer satisfaction via a short survey. It may, for example, ask customers to rate service on a scale from 1 to 5.
  • Net Promoter Score (NPS): This metric is used to determine how likely a customer is to recommend the company to others.
  • Time to Resolution (TTR): This is about the average time it takes for a problem to be resolved.
  • Ticket Response Rate (Reopen Rate): This shows how often closed tickets are reopened. It helps to indicate poor quality problem resolution.
  • Compliance with service level specifications: Service level agreements (SLAs) should definitely be adhered to by support. For example, there may be specifications for response or resolution times and the availability of support.

Depending on the individual objectives, other metrics can also prove to be extremely useful and helpful.

#4: Introduce automated ticket routing

If you want to resolve customer issues immediately, it’s a good idea to use new tools. For example, customer contacts are not usually created according to a fixed, expertise-based organization. Tickets could be sent to employees who may not be the best contacts for the relevant topics.

With automatic ticket routing, employees with the right skill sets are assigned cases automatically. This immensely increases the likelihood of a first contact resolution, even for challenging issues. Having the right person work on a case leads to higher FCR and improved customer satisfaction.

#5: Improve the recording of first contacts

It has already been discussed that FCR rates can be deceptive. Many apparent first contacts are actually follow-up inquiries. For example, a customer may first try to get help from a self-service portal. If that is not satisfactory response, they many then open a ticket with an agent.

It is therefore important to classify processes correctly and record unbiased FCR rates. The following can help:

  • Consider the entire customer journey
  • Link data from self-service portals, chatbots or knowledge databases
  • Define the FCR in such a way that self-service attempts also count as initial contact
  • Ask the respective customer directly whether a solution to the problem has already been worked on beforehand
  • Introduce additional metrics such as the Self-Service Success Rate (SSSR)
  • Optimize the self-service area where appropriate

Conclusion: First contact resolution – yes, but correctly categorized

Most customers expect quick, immediate solutions. Against this backdrop, a solid first contact solution proves to be valuable. First contact resolution therefore proves to be an important metric and a crucial building block for customer satisfaction.

However, users should always consider the entire context before prioritizing FCR. Examine values in relation to other metrics. There could be a reason for lower values, such as an inadequate self-service offering.

First contact resolution should therefore be used sensibly in customer service. This includes realistic targets and unbiased data collection as well as clever measures to achieve the highest possible values.

About OTRS

OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

Service Request Management – Definition, Tools and Best Practices

What is Service Request Management?

Service request management refers to the structured processing and management of service requests within an organization, particularly in IT service management (ITSM). These are standardized requests from users that do not constitute an incident or malfunction, but relate to access requests, the provision of resources or general information.

The process for managing these includes the receipt, documentation, processing and final resolution of service requests. The aim is to ensure a high level of service quality and to make processing efficient and transparent.

Service Request Management is a central component of modern ITSM frameworks such as ITIL (Information Technology Infrastructure Library). It helps to increase user satisfaction through repeatable and scalable processes.

By using self-service portals and automated workflows, companies can further optimize and personalize these processes. This increases efficiency without neglecting control mechanisms.

Objectives of Service Request Management

Increased efficiency, quality assurance and improved user satisfaction

The standardized processing of requests should enable recurring requests with minimal effort and high reliability. Transparency and traceability should ensure that quality standards are met in areas such as customer experience and service delivery.

These goals are achieved through clear process definitions and the documentation of all steps. Ultimately, well-established service request management supports adherence to Service Level Agreements (SLAs) and compliance requirements. It contributes to the scalability of IT services.

Relief for IT Teams

Service portals, knowledge base and automated processes should be used to handle repeatable requests. Examples of when these can be used include password resets or access requests. The aim is to allow service desk employees to focus on more complex tasks and strategic initiatives.

Concepts in service request management

Service request management is based on various central concepts of IT service management. These include classifying service requests, setting priorities and defining a life cycle that structures processing from request to completion. These concepts create the basis for standardized and transparent processes in the IT service organization.

The role of IT service management

IT service management (ITSM) is an organizational framework for the implementation of service request management. It defines the processes, guidelines and roles to ensure that service requests are handled consistently and efficiently. ITSM frameworks such as ITIL offer best practices that create standards for processing service requests.

ITSM automates workflows, clearly defines responsibilities and increases the quality of services. ITSM also promotes the integration of service request management into other ITSM processes, such as incident or change management. This supports a holistic IT operating strategy.

Service request classification

The classification of service requests is used to categorize requests according to type, category or complexity. This ensures assignment to the responsible teams and enables efficient processing. Typical categories are access requests, information requests or provision requests. A clear classification forms the basis for automated processes and prioritized processing.

Prioritization

Service requests are prioritized based on criteria, such as urgency and impact on business operations. Requests with a critical impact are given a higher priority than routine requests. This classification helps teams use resources effectively. It also reduces the time needed for important business requests.

Service request life cycle

The lifecycle describes the entire process needed to fulfill service requests. Typical lifecycle phases include acceptance, validation, processing and completion. Structured documentation of the lifecycle ensures transparency and traceability, both for users and for the IT organization itself.

Five tools for service request management

Well-structured service request management requires powerful tools and modern technologies to efficiently record, manage and automate requests. Choosing the right solution makes a significant contribution to optimizing IT service processes. Five important tools that support companies in implementing effective service request management are presented below.

ITSM Solution from OTRS

The preconfigured and ready-to-use ITSM solution from OTRS offers a flexible, customizable platform for handling service requests and other processes according to ITIL standards. It enables clear ticket management, automated workflows and transparent communication between IT teams and end users.

Find out how OTRS can make your service request management more efficient.

ServiceNow

ServiceNow is an elaborate cloud-based platform that integrates asset, change and incident management alongside service request management. It helps large enterprises optimize IT processes through AI-supported automation and a self-service portal.

BMC Helix ITSM

An ITSM tool that is based on the Salesforce platform and enables close integration with CRM systems. The cloud-based solution offers scalability and flexibility for companies

Jira Service Management

Atlassian’s Jira Service Management is particularly useful for DevOps. It provides flexible workflows, a strong ticketing system, and easy links to other Atlassian products for better process control.

Remedyforce (BMC)

Remedyforce (BMC) is an ITSM solution based on the Salesforce platform that enables seamless integration with CRM and cloud services. It offers an intuitive user interface and automation capabilities to efficiently manage IT and business workflows.

Important technologies in modern service request management

Importance of self-service portals

Self-service portals play a key role in the transformation of service request management. They provide users with a user friendly way to submit a service request. Requests are standardized for easy input. Entry is supported by intuitive user interfaces and extensive knowledge databases.

The use of AI clearly demonstrates the potential for further development. For example, an AI chatbots can identify problems, suggest the appropriate solution and guide users through the process.

Self-service portals promote autonomy and transparency by giving users the opportunity to work out solutions independently/ They also provide insights into the processing status. They significantly reduce the workload of the service team.

They are becoming increasingly indispensable thanks to their contribution to user satisfaction.

Cloud- and SaaS Solutions

Cloud-based ITSM platforms offer flexibility, scalability and easy integration into existing IT landscapes. SaaS solutions enable companies to implement them quickly without high maintenance costs.

Automation of service requests

AI-supported automation reduces manual intervention and speeds up service processes. Chatbots, automated ticket assignments and machine learning optimize the processing and prioritization of requests.

Automation is a key driver of efficiency in service request management. With the help of workflow technologies and artificial intelligence, we can find and handle routine requests automatically.

This significantly reduces processing times. It frees up employees for more complex, value-added tasks. Automation increases efficiency. It also minimizes human error and creates a scalable basis for future IT services.

By using these tools and technologies, companies can improve how they manage service requests. They can automate processes and enhance service quality over time.

Best practices for service request management

The following are proven practices and strategies for the implementation and operation of successful service request management.

Standardization of service requests and processes

Uniformly defined and documented processes ensure consistent processing of service requests. Classifying requests according to type and priority and defining Service Level Agreements (SLAs) creates transparency and increases efficiency.

Clear distribution of roles and responsibilities

By clearly defining roles and responsibilities within service request management, requests can be processed efficiently. Responsibilities should be clearly assigned throughout the service request process. This helps avoid escalations and allows for a quick solution. This also helps with optimizing resource allocation.

Integrate security and compliance into processes

IT security and compliance requirements are indispensable components of modern service request management. Automated approval processes, role-based access controls and audit-proof documentation ensure that all service requests comply with the applicable regulations and security standards.

By implementing these additional best practices, service providers can optimize their service request management process.

Implementation of a self-service portal

A well-structured self-service portal with an integrated knowledge database reduces the manual workload for IT team members. Users can submit standard queries independently or find solutions to common problems, which significantly reduces processing time.

Automation of workflows

The automation of recurring service requests minimizes sources of error and reduces the workload of IT teams. This is often done through workflow engines or RPA (robotic process automation). Automation enables faster processing and scaling of services.

Continuous monitoring and optimization

Regularly checking KPIs like processing times, SLA compliance, and customer satisfaction helps spot problems early. Continuous improvement of processes should be carried out continuously based on this data to increase efficiency.

Integration with other ITSM processes

Bringing service request management together with ITSM processes like incident, change, and asset management creates a clear ITSM strategy. This improves service coordination, increases quality and supports sustainable IT governance. By using these best practices, service request management can become more efficient. This can increase user satisfaction and improve IT operations over time.

About OTRS

OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

AI in Customer Service

 

Why is AI important in service?

The feeling that customers take from a company is firmly influenced by the level of service received. Artificial intelligence can provide significant support and have a positive influence in this area.

AI is changing customer service. It offers support ranging from minor assistance to comprehensive virtual assistants. The AI spectrum is broad and supports customers and employees in a variety of ways.

One common factor is this: The technology should allow for quick, always available, easy, and flexible support.

This translates into better service delivery for customers. It also builds a stable foundation for companies thanks to satisfied customers and more profitable work.

In short: AI enables companies to offer their customers better service, save costs and gain a competitive edge.

 

Advantages of AI in customer service

AI can achieve a lot if you use it correctly. Here is a quick overview of some important benefits.

#1 Personalization

AI makes it possible to provide customers with personalized experiences and context-related support. This makes the service more pleasant and tailored to them. AI achieves this by analyzing customer data, making individual recommendations, designing targeted communication on the preferred channels and providing automated reminders.

#2 Shorter waiting times

The biggest annoyance in service is long waiting times. Artificial intelligence can significantly reduce response times and enable support to be always available. Shorter waiting times are achieved through the use of AI chatbots and workflow automation. It also supports employees with real-time information.

#3 Improved employee experience

Repetitive tasks and easy-to-solve queries take up a lot of time for customer service teams. They distract from more complex cases and more important tasks. If AI can provide support here, employees are relieved, work more effectively and are more satisfied.

#4 Increased customer loyalty

AI guides customers through the service and provides them with a better customer service experience.

When AI tools work properly, they make a significant contribution to improving customer satisfaction. This significantly increases customer loyalty. After all, it is often negative service experiences that make customers want to switch. When you consider the importance of a good customer base, loyalty becomes a decisive competitive factor.

#5 Cost efficiency

Those who make targeted use of AI in customer service have the opportunity to save money on several levels.

For example, chatbots and virtual assistants help employees handle fewer standard questions. This leads to faster processing times. Also, support teams work more efficiently and can provide 24/7 support at no extra cost.

AI also avoids expensive escalations because it can proactively identify and solve support problems.

 

Potential AI Disadvantages

Artificial intelligence does far more good for the service than harm. Nevertheless, there are some scenarios in which it can be detrimental.

#1 Missing the human factor

AI should not replace human agents. It should complement their work so that customers receive the best possible service through the combined effect.

Offering empathy, handling emotions, creating solutions, and providing support are important skills. Only well-trained employees can bring these skills to the table. In addition, people bring practical experience that an AI systems cannot have in this form.

The key is to build a strong AI-human team. This team should combine their strengths to create real benefits.

#2 Dependence on technology

Companies should not become too dependent on AI technology. They should always offer alternatives to AI-driven processes and tasks. After all, errors or failures in AI can severely impair support if you rely too heavily on it and it breaks.

#3 Lack of contextual understanding

Modern conversational AI can recognize context and provide precise answers based on this. However, difficulties can arise with unexpected queries and the interpretation of complex problems. This can sometimes lead to incorrect answers.

 

AI in customer service: examples

There are many ways to use artificial intelligence to optimize support and other customer service operations within companies. AI services can generate significant added value, particularly when using a customer portal or ticket system.

AI chatbots

Chatbots are a very typical use case for automated customer service. They provide low-threshold access to relevant information and knowledge. They mainly handle the first contact or do research for customers. This happens before customers reach out to an employee for detailed information or specific solutions.

Virtual assistants

These assistants provide employees with comprehensive support in their work. A virtual assistant can take on a whole host of smaller AI services that benefit agents. For example, it creates suggested answers, provides background information or summarizes previous conversations. Overall, many AI applications in support can be summarized under the umbrella term virtual assistant.

Intelligent ticket classification

Before processing a request, it often takes time to review tickets and assign them to the right category. An AI application can significantly speed up this process by automatically categorizing ticket content correctly. By quickly and correctly assigning tickets to the right department, we can process support and service requests on time.

Automated responses

Formulating a good answer to an inquiry can take a lot of time. This is a particularly important problem when there is a high volume of inquiries.

AI assistants can formulate suitable answers based on ticket information, which the respective support employee only needs to check. This speeds up processing. It also avoids errors and inconsistent answers.

Sentiment analysis

By noticing the mood in queries, AI can quickly understand how a customer feels. This happens before an agent contacts them. Depending on whether an enquirer is frustrated, satisfied or neutral, different approaches are advisable. If the AI detects a high level of frustration, for example, a rapid escalation is the right course of action.

In general, sentiment analysis helps agents to act with empathy from the outset and offer customers a better service experience.

Real-time translation

Service requests can come in many different languages. There is often a language barrier between user and agent. Real-time translations compensate for this.

Users and agents compose messages in their preferred language. AI then creates automatic translations and the agent reads the message in their preferred language. This means that multilingual communication is not only possible, but it is also fast.

Suggested solutions (knowledge base)

The path to a suitable solution can also be shortened. This can be achieved, for example, when an AI tool directly suggests suitable answers from the knowledge base. This means faster and more accurate solutions are suggested to the customer. They may also be suggested in real-time to an agent who is helping a customer directly.

 

Best practices for the optimal use of AI

Artificial intelligence provides support in many areas of customer service. However, it is not enough to implement it without detailed strategic and practical considerations.

Various stakeholders are increasingly demanding the use of AI. However, how exactly companies deploy specific AI applications is proving to be more crucial.

The following approaches make sense:

1. Combine AI skills with human strengths

AI offers added value in service delivery, but it also has significant weaknesses. For example, the pure use of technology is clearly at a disadvantage when customers require empathy and comprehensive support. Companies should use AI in customer service in such a way that they combine human strengths with machine strengths.

This often happens automatically, but has its pitfalls when companies use AI extensively and ambitiously. In principle, the technology must support people in a targeted manner and not replace them.

2. Get the best out of personalization

Artificial intelligence comes with the great advantage of personalization. It can create completely individual customer experiences based on preferences and previous interactions. This offers great potential that many companies are not taking into account. Instead of simply implementing chatbots and minor efficiency improvements, it is advisable to use AI to create highly individualized customer experiences.

3. Establish clear boundaries

First, customers need to understand how much they are interacting with a human or an AI. This helps set clear expectations and avoid disappointment. Customers should also be able to switch from an AI application, such as a chatbot, to an employee easily. To improve services, AI and humans work hand in hand wherever possible.

4. Enable multi-channel communication

AI helps customers interact more. They can choose their favorite way to communicate. Therefore, the technology must work smoothly and without issues on different channels, like chat, phone, email, and social media. For example, if a particular customer likes to interact via email, this must be easily possible.

5. Make improvements

Many people expect that AI systems in customer service should work perfectly right from the start. In reality, however, mistakes do occur. Nothing works as intended straight away.

Companies would do well to learn from this and optimize their processes step by step. In terms of continuous improvement, it is advisable use machine learning, feedback from employees and customer input.

 

Conclusion: Combining strengths correctly

Artificial intelligence means enormous progress in many areas. Customer service also benefits from this to a large extent.

A distinction must be made between AI that takes over support and AI that supports employees. In reality, it is primarily about the latter. Virtual assistants, AI chatbots, and automation aim to give efficient support. They help improve customer service for users and service providers.

Companies should understand the different aspects of artificial intelligence. They need to create strategies to use it effectively in their services. On the one hand, there is pressure in this direction: customers are increasingly demanding it. On the other hand, AI reveals many practical advantages that enable companies to work more efficiently and successfully.

In practice, this also means a remarkable opportunity for typical human strengths. If an AI helps with routine tasks and simple cases, there is more room for human interaction. People can apply empathy, creativity and complex problem-solving skills to support more intensive cases.

About OTRS

OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.