The role IT support agents play has never been more important than it is today. Technology is fundamental to business' daily operations - and IT agents are the unsung heroes that are behind the help desk, supporting customers when the technology goes left. We know we're probably speaking to the choir here - but seriously, thank your techs. They ensure the technology serves its purpose - and without them, businesses would be in trouble.
Unfortunately, this seamless technology doesn't come without effects on your IT agents. An often overlooked aspect of their job is the stress brought on by ticket fatigue.
Techs spend the majority of their day looking at tickets and dealing with customers that may or may not be the most patient and kind. They're likely dealing with customers that are angry and frustrated, and probably get hit with bitterness when trying to help the customers. On top of this, IT agents are constantly dealing with repetitive tickets and see little variety in the types of problems they are skilled to help with.
Ticket fatigue not only impacts the IT agents' mental health, but it also affects the quality of service they can provide. MSPs may suffer if its agents are suffering, since SLAs are largely dependent on customer service.
Understanding the Issue Help desk ticket overflow happens when the number of support requests is significantly more than what the IT support team can handle. This can be because of many reasons, but most commonly it is due to understaffing, sudden technical difficulties, or inefficiencies in the help desk itself. No matter the cause, the effects on IT support agents can be significant.
Mental Stress and Burnout Probably the most immediate impact of ticket overflow is the increased mental stress placed on technicians. Facing a seemingly never-ending sequence of support tickets can be daunting, each placing pressure on the agent to resolve the issue quickly and effectively. This constant pressure can lead to chronic stress, anxiety, and burnout which can eventually lead to increased job turnover within the IT support team.
Reduced Job Satisfaction and Morale The stress that comes with managing an overflowing ticket queue can also eat away at job satisfaction within the help desk. Without the adequate time and attention IT agents need to dedicate to each ticket, the satisfaction that comes from solving technical issues is no longer there. This can lead to IT agents feeling unappreciated and unhappy in their job.
Declining Customer Service Quality The consequences of ticket overflow go beyond the satisfaction of technicians. As they become overwhelmed, the quality of customer service provided by the agents suffers. This means longer response times, ticket resolutions that are rushed or incomplete, and responses that sound less than happy to speak with the customer. Poor customer service like this can hurt SLAs and damage the reputation of the MSP.
How to Fight Ticket Fatigue Addressing ticket fatigue is crucial to an MSP's overall health. Implementing efficient ticket management tools like Alga can help reduce time spent on tickets while increasing accurate solutions, helping IT agents feel more satisfied in their work and helping MSPs surpass their SLAs. Alga acts as an IT assistant and brings knowledge to the PSA systems MSPs use - it categorizes tickets, summarizes tickets, gives advice on how to resolve tickets, and generates client-ready responses - all to make the IT agents' jobs easier. It is also important for companies to foster a supportive work environment that recognizes the challenges faces by technicians and offer them frequent breaks, mental health resources, and opportunities for career growth.