Who does your help desk ticketing system really help? Obviously it is a tool that your Tech staff needs to help keep your customer's problems straightened out. Recording your help desk issues will help to improve your processes and ultimately improve your product.
What those of us on the Fix-it end of the trouble call sometimes forget is what a Ticket represents to our customers. On the surface, a help desk ticket is telling the whole world that our product did not live up to expectations, that we were not able to deliver a product that took care of the customer's needs, or that there is something fundamentally wrong with the products we sell.
When techs first get into the help desk game, they are tempted to think that we are marketing our products to idiots who lack the common sense to read the bloody instructions. The tech doesn't need to be in the game very long before they realize that there will be cases when the customer indeed lacks the technical savvy to make the product work without some aid. There will be some instances when there is in fact something wrong with the product that was shipped.
Most often, there will be a very human disconnect somewhere between the time that the package is opened and when the product is put into use. Once that disconnect has been remedied there is every reason to expect that the user will be delighted with the product he has chosen.
The most critical time in the help desk process is between the instant that the customer decides to seek the aid of the help desk and when the problem is brought to a successful resolution.
The biggest priority is minimizing this time,the sooner the problem is resolved the sooner the customer will be enjoying his purchase and the better your company's reputation will be. Not all problems will have an immediate solution. All help desk issues will need to be tracked by the help desk ticket system, but the consumer need only be aware of the tickets when a resolution cannot be reached in the initial help desk session.
Your record of helpdesk tickets will be a resource to improve your product and your processes. When the ticket is given to the customer, it is giving him a written declaration that your relation with him has value after the sale, and that his issues have a priority with your company.