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What workflows does your software handle automatically? What data sources of yours does it check in the background as the technician is working so they dont have to waste time doing it manually? Template balance. Are you using no templates? Templates for everything? Both are usually bad ideas. Templates can speed up input for common issues but theres just no way they can cover everything and if a technician has to remember and search through more than a dozen or so basic forms theyre wasting time. Nonlinear input. If your application absolutely requires that ticket information fields be completed in a certain order its already holding your people back. There is no excuse for hard coding this at all. A default order is fine but (as above) it must be able to be changed and must be over-rideable at all times. Your technicians are smarter than your software - dont make the sides fight especially when youre paying.
Autoguessing. The longer a ticket application is in use the more information flows through it about what options technicians are likely to select next. Is your application using this information to preselect and preload likely data including text templates button and screen workflows and the output of other applications and utilities? Is it personalising those preloads to enhance the skillset of individual technicians? Does it allow its autoguessing rules to be manually edited? Soft-required fields. Theres almost never an absolute requirement for a field. Dont prevent your technicians from completing 98% of a ticket because the one data item you marked as mandatory isnt available. Flag it if you want make it flash red or orange log it to a file to be assessed later by a supervisor or senior tech but dont force your people to spend their valuable time finding ways around your brick wall. Object attachability.
Theres nothing quite as annoying as a text-only ticketing system. At the very least technicians should be able to paste in screenshots. Put RTF or HTML compatibility (for instance) in your main ticket body and theyll be able to attach/link files and objects to show auditors and trainees exactly how something went wrong what to look for and how to fix it. The only thing worse than spending half an hour transcribing a set of immensely long error messages is paying your top technicians to be a typing pool. Customisable interface. A good ticket application will be able to adapt to any business. But by the same token it will have a lot of features and extras that you may not need right this second. Check to make sure that your Service Desk is able to tweak the presentation and flow of their most heavily used interface to tune it precisely for your requirements and squeeze an extra ten to fifty percent speed out of it.