There are several reasons why using a support help desk with tickets is better than emailing staff members directly:
Organization:
When you submit a request through a support help desk with tickets, it is automatically logged and tracked in a central system. This allows the support team to easily keep track of your issue, assign it to the appropriate staff member, and monitor its progress. On the other hand, emailing staff members directly can lead to your request being lost or forgotten in someone's inbox, leading to delays or even no response at all.
Efficiency:
With a support help desk, the support team can prioritize and manage requests more efficiently. They can easily see which requests are urgent and need immediate attention, and which ones can wait. This means that your request is more likely to be resolved in a timely manner. When emailing staff members directly, it can be more difficult for them to manage their workload and respond to requests in a timely manner.
Consistency:
A support help desk with tickets ensures that all requests are handled in a consistent manner. Every request is logged and tracked, and staff members follow a set of procedures to ensure that each request is handled appropriately. This leads to better quality of service and ensures that every customer is treated fairly and consistently. When emailing staff members directly, there is a higher chance of inconsistency in the way requests are handled.
Accountability:
A support help desk with tickets provides a way for customers to hold the support team accountable for their requests. You can easily see the status of your request, who is working on it, and when it is expected to be resolved. When emailing staff members directly, there is no way to track the progress of your request, making it more difficult to hold the support team accountable.
In summary, using a support help desk with tickets is better than emailing staff members directly because it provides organization, efficiency, consistency, and accountability.
It ensures that your requests are handled in a timely and fair manner, and that you receive the quality of service you deserve.