Ticket splitting, or “split tickets,” is a critical feature in IT service management (ITSM) that empowers technicians to divide a single support ticket into multiple, more manageable sub-tickets. This functionality is essential for efficiently handling complex IT issues that span across different systems, teams, or require multiple steps for resolution.
How to Split Tickets in NinjaOne
NinjaOne makes ticket splitting an intuitive and straightforward process. Here’s a step-by-step guide to using the ticket splitting feature in NinjaOne:
1. Select a Ticket: Activate the checkbox next to the ticket name to select it.
2. Click Split: Click the Split button to proceed with splitting the ticket.
3. Configure Copy (CC) Options: Choose your preferred copy (CC) options and click Save.
Note: Technicians can be tagged when splitting a ticket. To tag a technician, enter the “@” symbol in the Description field and begin typing the technician’s name to open a selection dropdown. Once a technician is tagged, hover over their username to check if the user was deleted or if they lack permission to view the ticket.
Benefits and Strategies in Splitting Tickets with NinjaOne
Implementing split ticketing with NinjaOne offers the following key benefits and strategies:
- Centralize Ticket Management and Enhance Collaboration: Utilize NinjaOne’s platform to centralize all ticket-related activities, fostering accountability and enabling seamless communication between teams addressing interconnected issues.
- Streamlined Workflows and Improved Efficiency: Splitting complex tasks into smaller, manageable tickets streamlines workflows, accelerates resolution times, and enhances overall ITSM efficiency.
- Clearer Reporting and Data-Driven Insights: NinjaOne’s robust reporting capabilities offer insights into ticket resolution times, team performance, and areas for process improvement.
- Clear Criteria and Team Training: Establish clear criteria for identifying tickets suitable for splitting and provide comprehensive training to your team on the benefits and NinjaOne’s implementation process.
- Automation and Continuous Improvement: Leverage automation for routine tasks and regularly review and refine your split ticketing process to ensure optimal effectiveness and adaptability.