Which functionality of a modern ticketing system most directly contributes to improving customer satisfaction with IT support services?

Which functionality of a modern ticketing system most directly contributes to improving customer satisfaction with IT support services?
A . Gamification features that reward users for quick resolutions
B . Real-time analytics and reporting capabilities
C . Automatic escalation of unresolved tickets after a set period
D . Availability of a mobile app interface

View Answer

Answer: C

Explanation:

Automatic escalation helps ensure that tickets do not stagnate and are escalated to higher support levels if not resolved within a predetermined timeframe. This responsiveness directly impacts customer satisfaction by demonstrating that their issues are being progressively addressed.

Option A is incorrect because gamification may motivate technicians but does not inherently improve customer satisfaction.

Option B is incorrect as analytics improve internal processes but do not directly enhance the customer’s experience.

Option D is incorrect because while a mobile app may improve accessibility, it does not necessarily improve the resolution process or customer satisfaction.