1. Implement a knowledge management system
Ticketing systems are naturally organized in a way that facilitates the smoother integration of a knowledge management system. ViiBE’s ticketing system automatically archives all important information from ViiBE calls into the ticket, so the information can be searched for and accessed at a later date. This system is beneficial when companies want to be able to retain and pass on the knowledge of more experienced employees. With a built-in knowledge management system, experts can search in the ticketing archives for problems that are similar to the ones they are facing that other experts have already solved. This ticketing system and knowledge management system collaboration is tied together by ViiBE’s ticket tagging system and filter options.
2. Implement a ticket tagging system
Creating the ability to tag tickets helps organize interactions by subject area. When combined with a ticket archiving system, like ViiBE, this allows technicians, experts, and customer support agents to more easily search through past interactions to find tickets that are closely related to the issue they are trying to solve. Tickets can be filtered based on individual people, machines, tags, or titles to narrow the search. With the ticket archives, the person can then see photos, messages exchanges, and watch video interactions to understand how the parallel issue was resolved. This tagging system promotes self-service which optimizes employee learning and increases the efficiency of maintenance operations.