Best Practices For Managing Your Tickets For Field Service Team

It's important to manage your ticket management software properly, regardless of how it operates. This will ensure that it's helping, not hindering, your customer service team. 

4 min
May 31, 2023
Managing Tickets

What's On This Page?

  • Introduction
  • 10 best practices for managing ticket management
  • ---Ensure proper agent training
  • ---Decide how you will prioritize tickets
  • ---Ensure your team isn't overloaded
  • ---Set the monitor ticket statuses
  • ---Make the right use of ticket tagging
  • ---Implement service-level agreements
  • ---Keep records of past tickets
  • ---Use message template to save time
  • ---Track ticket response times & other metrics
  • ---Empower your support agents
  • A little bit of Fieldproxy


It's important to manage your ticket management software properly, regardless of how it operates. This will ensure that it's helping, not hindering, your customer service team and choose best field service ticket management software for your service

By following these 10 best practices and tips, you can enhance your customer support, increase customer satisfaction, and improve your support team's performance.

  • Ensure proper agent training
  • Decide how you will prioritize tickets
  • Ensure your team isn't overloaded
  • Set the monitor ticket statuses
  • Make the right use of ticket tagging
  • Implement service-level agreements
  • Keep records of past tickets
  • Use message template to save time
  • Track ticket response times & other metrics
  • Empower your support agents

Ensure Proper Agent Training

Agents need to be properly trained on how to use the ticket system and on customer service best practices in order to handle customer inquiries effectively. Good training ensures that agents will be able to use the ticket software efficiently, provide high-quality customer support, and help maintain customer satisfaction.

Decide How You Will Prioritize Tickets

When it comes to prioritizing tickets, there are a few different ways you can go about it. You can either assign different priorities to different types of tickets or you can manage your support team's workload by ensuring that critical issues are addressed first. By doing this, you will be able to better communicate with your team and understand what needs to be done in order to get the job done efficiently.

Ensure Your Team Isn't Overloaded

No one likes feeling overwhelmed at work. If your support team is constantly bogged down by an unmanageable number of tickets, it will lead to decreased productivity and, eventually, burnout. Avoid this by ensuring that your team has the adequate support it needs, whether that means hiring more staff or implementing automation tools to lighten the load.

Set The Monitor Ticket Statuses

It is important to monitor ticket statuses to ensure efficient management of SLAs and quick resolution of any issues that may arise. By doing this, you can be sure that your team is on top of things and that issues are being dealt with in a timely and effective manner.

Make The Right Use Of Ticket Tagging

Ticket tagging is a powerful way to categorize and prioritize customer support tickets. By tagging tickets according to the customer issue type, product or service, or any other relevant criteria, support agents can quickly and easily identify and resolve the issue.

Implement Service-Level Agreements

It is important to establish service-level agreements (SLAs) to set expectations for ticket resolution times and other performance metrics. This helps to ensure that your support team is meeting customer expectations and delivering high-quality service.

Keep Records Of Past Tickets

It is beneficial for customer service reps to keep records of past tickets. This allows them to identify any issues that keep arising, what customers commonly complain about, and areas where the support process could be improved. By having this data on hand, it's easier to make changes that will streamline the support process and provide a better experience for customers.

Use Message Template To Save Time

Message templates can save support agents time by providing a standardized response to common customer inquiries or issues. This helps to maintain the quality of support provided.

Track Ticket Response Times & Other Metrics

Tracking ticket response times, resolution times, and other key metrics help you to identify areas that need improvement in your support process. This also allows you to measure the performance of your support team and compare it against goals or objectives.

Empower Your Support Agents

Support agents play a vital role in providing excellent customer service. To enable them to work effectively and efficiently, it is essential to empower them with the right tools and resources. This includes access to training, a knowledge base, and collaboration tools. In addition, encourage them to take ownership of customer issues and to always go the extra mile to provide outstanding service.

By implementing these best practices, you can optimize your ticket system for effective customer support and improve the overall customer experience.

A Little Bit About Fieldproxy

As businesses expand and operations grow more complex, managing field teams can be a daunting task. From managing tickets to scheduling jobs and everything in between, keeping track of everything can be time-consuming and inefficient. That's where Fieldproxy comes in - an end-to-end field team management solution that aims to simplify these tasks and streamline operations.

Ticket Management Solutions

One of the key features of Fieldproxy is its ticket management system. With this feature, businesses can create, assign, and manage tickets, ensuring that issues are resolved quickly and efficiently. This means that customers get the service they need, and businesses can maintain their reputation for quality customer support.

Schedule Jobs For Field Agents

Another important aspect of Fieldproxy is its job scheduling feature. With this tool, businesses can schedule jobs and assign them to field teams in real-time. This helps ensure that the right team is on the job at the right time, which can save businesses time and money.

Generate Quotes And Estimates

Fieldproxy also offers a mobile application that allows field teams to generate quotes and estimates on the go. This feature is particularly useful for businesses that operate in industries where quotes and estimates are necessary, such as construction or landscaping. With this feature, businesses can provide accurate quotes to their customers quickly and easily.

Raise Invoices And Collect Payments

In addition to generating quotes and estimates, the Fieldproxy mobile application also allows businesses to raise invoices and facilitate payment collections through integrations with popular payment gateways. This can help businesses get paid faster and with less hassle.

Collect Valuable Customer Feedback 

With features like customer happiness index, and historical customer data, ensure your customers are always satisfied with your products and services. Know exactly how your customers operate and provide better quality services.

Dashboards And Reports

Fieldproxy’s easily-presentable data dashboards and reports allow managers to make sense of all the data their field teams collect, in real time.

Create, curate, and manage different dashboards and reports to help make better data-backed decisions for your service teams.

Make a data-backed decision today. Fieldproxy is trusted by 170+ clients and used by over 50,000+ agents all over the globe Click Here To Get Free Demo
Read our customer success stories

Closing Thoughts

So why should businesses consider Fieldproxy? With its comprehensive set of features, Fieldproxy can help businesses save time, streamline operations, and improve customer satisfaction. And with a free demo available, there's no reason not to give it a try.

If you're looking for an end-to-end field team management solution that can help you manage tickets, schedule jobs, generate quotes and estimates, raise invoices, and collect payments while also providing customer feedback support, then Fieldproxy might be the solution for you. Book a free demo today to see how Fieldproxy can help your business improve its operations and customer satisfaction.

Ticket Management

Best Practices For Managing Your Tickets For Field Service Team

May 31, 2023
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