To help answer this question imagine you supply a product to the market. When people want to contact support they send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. . The email ends up in a staff members inbox where each support email is manually opened and answered.

Overtime your product becomes extremely successful but as we all know more sales can also mean more support.

In a very short while the staff member manually processing the support emails cannot keep up. Emails are lost, accidentally deleted or not answered. Even worse the staff member goes on holiday and forgets to allocate the support email processing to another person. By the time the staff member comes back her inbox is full and the last few days worth of support calls have bounced back due to “mailbox full” errors.

A Support System

If all the support emails were managed by a help ticket system then the bulk of these issues would never have occurred.

In our business we use a help ticket system that does a whole heap of stuff including:

  • Processing all support emails sent to us by sorting each email into an existing support ticket or creating a new support ticket automatically.
  • Alerting staff to the support emails. This can be a group of people or even one person.
  • The system provides a web based application in which staff can view support tickets, send emails, accept attachments, re-assign support tickets to other staff members.

So when a staff member goes on leave or is too busy to monitor the support system another person can easily be delegated to take over. The system even provides reports on which clients are using support the most, and what staff members are processing the most support tickets.

By implementing the help ticket system we believe that we have reduced the effort and cost to manage support calls by as much as 70%!

A System for Support Businesses

I saw this problem in my IT services business. Lost support emails and poor client satisfaction rates. It led me to start a company that focused on software to solve this exact issue. We developed IntelliServe, a web and mobile system to enable companies that provide on-site customer services a way to effectively manage workflow and drastically improve customer service levels. Software is the first step in automating much of your business processes. It allows you to focus on the problems and how to solve them instead of the day-to-day repetition of those solutions.