07 December, 2020

8 things you should be looking for In an Incident Management System

By: Lana Bawa'neh

When you are offering a certain service or product, one of the most important things that you should be considering is the after-sale customer service, which sometimes most business owners neglect. They usually focus on the sales and marketing processes to attract and acquire new clients, but not all of them consider the after-sale services, which are very important to ensure the highest levels of customer satisfaction and retention. The after-sales process also strengthens the communications between the seller and buyer, in addition to increasing the loyalty of your customers. 

Whether it is a big organization or small, having a service desk is a must-have to ensure successful communication and follow-up processes with your clients. 

Sometimes customers call to submit minor incidents like resetting a password, but other times, they may be more severe like a system failure. Regardless of the priority of the incident, or its severity, it needs to be resolved. The support team – sometimes called service/help desk – may be answering and solving the same issues many times on the same day. They have to be patient to deal with angry customers and they also have to know the entire process and business in order to resolve all customers inquires correctly. 

Besides the time and effort spent answering customers’ inquires, some customer services need 24/7 availability. This requires extra shifts, which means hiring additional people to handle all the issues. Because customer satisfaction is the main goal of the support team, they need to ensure that they are having effective communication with the customers. 

On the other hand, you also need to reduce the pressures towards your support team and to foster their satisfaction, because it’s not only the customers you should think about here. There are two main aspects of business success: customer satisfaction and employee satisfaction. 

This is why every organization should consider employing automated processes that will fulfil their customers’ needs and their employees’, making the job much easier and more pleasant for everyone. 

Time to switch from manual incidents and ticketing processes to interactive systems

By using an incident management system, the process of solving problems and answering questions just became way simpler. 

Using an incident management software system, you will be able to manage the entire incident lifecycle through a single platform. With a user-friendly interface, and a well-developed process you can easily organize tickets and requests, create your own processes, manage SLA, and much more. 

Incident management systems are also known by other names such as a ticketing system, tech support system, helpdesk system, case management system, or an issue tracking system. The main purpose of such systems is to restore the regular services and operations quickly to reduce or even dispose of the impact that could happen because of service failure or issue. 

Incident management systems are very important for your business. Check out the below chart to see the main benefits. 

What are the most important things you should be looking for in an Incident Management System?

Interactive dashboard

An IMS should contain an interactive user-friendly and customizable dashboard because the main aim of such a system is to make everything easier. So, you definitely don’t want a complicated system to deal with your incidents and tickets. Using the dashboard, tech support reps can have a holistic view of customer issues, learn more about a specific category of incidents, drill down on specific incidents, and more. 


An advanced IMS should enable users to submit their incident and tickets through various platforms, such as website, email, mobile app, phone, and social media platforms. This can greatly facilitate the process and enable a more conducive customer interaction. 

SLA Management

An advanced IMS can enable users to define multi SLA through pre-defined templates that suit their business according to their customers’ needs. The SLA should be customizable for each customer or category of customers and contain timeframes for incidents resolution. In addition, the system should classify and prioritize issues based on their priority and severity. These systems can rapidly determine which issues to be solved first depending on their impact on the business and urgency. 

Team Hierarchy

A good issue management system should be easily configurable to set up the tech support team structure based on role, responsibility, and authority. The system should also have a configurable automated workflow based on team setup and customer SLA to effectively assign tickets to the right category of support staff based on SLA terms, issue type, and/or severity for example. 

Configurable Processes

A ticketing system should also provide authorized users with the ability to assign, reassign, and delegate issues to be resolved by different team members. This comes in handy when, for example, a tech support rep goes on vacation or has an emergency leave. In such case, an authorized user, such as a supervisor can reassign the customer problem to someone else. 

24/7 coverage

By enabling a self-service feature that allows users to submit and enquire about their incidents and tickets online – no matter the time of day or location, customers will be pleased to have the information they need without having to wait. 

Tracking & Notifications

Using an IMS, users should be able to track their tickets and view their statuses from their creation until resolution, so they can be up-to-date with their progress. Moreover, the system should ensure that users are up-to-date with the incidents and tickets they have submitted, by sending notifications with any progress on the incidents and their statuses. Notifications can be sent using e-mail, mobile app, or SMS. 

Software systems like incident management systems can be the best solution for you to win more customers and improve their experiences. This will eventually increase your own growth and profits. Check out the Incident Management System offered by ESKADENIA Software; it is a well-developed system to manage all your incidents through one interactive platform.

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About ESKADENIA Software

ESKADENIA® Software is a three-time MENA Award Winner & CMMI® level 3 certified company that is active in the design, development and deployment of a range of software products in the Telecom, Insurance, Enterprise, Education, Healthcare, and Internet application areas. The company is based in Jordan and has sales activities in Europe, the Middle East and Africa; more than 85% of its sales are exported to the global market. For more information, visit, or contact us at