Why we use a ticketing system

Ever since VIRTBIZ first got our start in the hosting business way back in 1996, we’ve placed a strong emphasis on the support service that we provide to our customers.  Every service provider tends to have a unique take on the way that they provide their support.  We learned early on that it was advantageous to provide a ticketing support system.

We get asked from time to time why we focus heavily on our support ticket system.  In case you’ve ever wondered, here are some reasons why we encourage our customers to take advantage of our ticket portal.

  • Efficiency.  If you’ve ever called into a busy call-center, you know the frustration of sitting on hold waiting for someone to answer the phone who may or may not be able to help you.   You may be asking yourself “how long before I can actually get to reporting my problem?”  In our ticketing system, your issue is in our hands as soon as you hit “Submit”.In case you’re wondering how long it will really take for your issue to get in front of one of our techs, the answer is “almost instantly.”  Our techs are standing by on a 24/7 basis.  Within 60 seconds of you hitting Submit, all on-duty techs will receive an indication on their workstation screen that a new ticket has arrived.   Tickets are then organized by customer and time of submission.Our standard SLA mandates that customer tickets be addressed within 15 minutes.  Organizing our service requests and dispatching them via the ticket system help ensure that we are able to meet (or exceed) that goal.
  • Continuity.  Your ticket may be addressed by multiple technicians depending on complexity or shift schedules.  Keeping details and responses recorded in the ticket system allows our team to help without the need for you to repeat your story or re-explain what you need help with.   By working in this manner, we’re able to ensure continuous work and forward-progress on your issue rather than the two steps forward, one step back approach to requiring repeated call-backs.
  • Accountability.  Our technicians are extremely dedicated to helping our customers.   Unlike some providers, we’re not a revolving door for tech guys on their way to something else.   The vast majority of our technicians have been with us for over 2 years.  Our corporate culture is far from a “clock in, clock out” mentality.  When a ticket arrives, you can be assured it is reaching someone dedicated to your case.  In this regard, you’re already at an advantage.  But our ticket system takes things a step further.   Each ticket is always subject to peer- and supervisor-review.
  • Quality Assurance.  One of the highest costs a service-provider has is its talent.   While the benefits of keeping a dedicated, motivated team of service-oriented people should not be underestimated, it also does not come cheap.   It is for this reason many service providers outsource support roles to third-parties, often off-shore.  Sure, your phone call is answered, but how much help are you really getting?  Does the person on the other side of the phone line really understand your question?  Speak your language?  Are they reading from a script?Our Support Team is 100% in-house, based in our Dallas, TX headquarters.   We feel this is absolutely critical to ensuring we meet the high expectations of our customers.By allowing our techs to focus on helping our customers rather than answering phones, we’re able to streamline the number of techs we have on duty at a given time.   The benefit here is that when your ticket is received, you can have confidence that you are being assisted by a highly-competent, motivated member of our Dallas team.  We’re not sacrificing the quality of our technical support in order to simply have a phone answered.

As you can see, there are some real benefits to managing support issues via our ticket system.  But don’t misunderstand our enthusiasm for our ticket system for a refusal to help a customer.   We still have phones, after all!  Every call during business hours is live-answered by a real human being right out of our Dallas headquarters.   The absolute fastest and most efficient way to interact with our Support Team is via our ticket system.  Indeed, calls requiring a technician’s assistance are typically entered into our ticket system when the call is received so that it can be logged and addressed.   This allows our Support Team to continue their focus on providing the best possible level of service to all of our customers.