To still provide fast solutions and keep support efficient, companies are increasingly relying on specialized software solutions. These tools not only assist in processing tickets but also enable better planning of changes and processes. Another goal of such systems is to automate a portion of standard tickets.
Data mining as a key technology
This is where data mining comes into play. Large datasets (big data or mass data) are analyzed to identify patterns, trends, and correlations. The insights gained are processed and evaluated in a structured way.
In ticketing systems, this means that solutions, error patterns, and relevant information are captured centrally. Based on this data, the system can independently generate suggestions or even offer automated solutions. This relieves support teams and allows them to focus on more complex cases.
Benefits for companies and users
The greatest advantage lies in the fast handling of standard issues. Frequently occurring errors can be resolved automatically or semi‑automatically — increasing user satisfaction and reducing waiting times. At the same time, support staff are relieved and gain valuable time for more demanding tasks.
