Customer Support, Product Roadmap

End Bad Service Management: The Role of Product Roadmaps in Reducing Repetitive Support Tickets

In the fast-evolving realm of Service Management (SM), efficiency is king, and nothing undermines this quite like the curse of repetitive support tickets. These recurring issues can turn a streamlined help desk into a tiresome echo chamber, dampening the spirit of even the most dedicated agents. This article delves into how product roadmaps can be a strategic tool in not only reducing these repetitive tickets but also enhancing the overall SM processes.

The Trouble with Repetitive Tickets

Repetitive tickets are more than just a nuisance; they’re a significant drain on resources and a hindrance to effective service management. Not only do they drain morale, but they also hog valuable time that could be spent solving new, more challenging issues. It’s like being stuck in a hamster wheel – you’re moving, but not really getting anywhere. This isn’t just an annoyance; it’s a roadblock to efficiency and effectiveness.

You will always be one step away from ending bad service management if the repetitive tickets are not prevented.

Tactics to Reduce Repetitive Tickets

So, how do you discourage users from adding support tickets that are already raised by some other user. Here are a few tactics:

Tactics to reduce repetitive support tickets
  • Knowledge Base to the Rescue: An up-to-date and easily searchable knowledge base can be a lifesaver. It’s like giving your users a treasure map where X marks the spot for solutions to their common problems.
  • Feedback Loop: Implementing a feedback mechanism helps understand why certain issues are repetitive. Maybe it’s a user experience hiccup or a gap in the knowledge base. It’s like being a detective, hunting down clues to solve the mystery of the recurring ticket.
  • User Education: Sometimes, all it takes is a bit of guidance. Regular tips, tricks, and updates can empower users to solve simple issues themselves. Think of it as teaching someone to fish, rather than just handing them a fish every time they’re hungry.

Enter Product Roadmaps

Now, let’s bring in the game-changer: a product roadmap. It’s like having a crystal ball that shows your users what’s coming up, what issues are being addressed, and what’s already been resolved. This transparency can be a powerful tool in reducing ticket repetition.

  • Pre-emptive Strike: By showcasing upcoming fixes and features, users are less likely to raise tickets for issues already in the pipeline. It’s like telling someone you’re already making their favourite dish before they even ask for it.
  • Building Trust: When users see their concerns being acknowledged and addressed in the roadmap, it builds trust. They know they’re heard, and that solutions are on their way. It’s like having a reassuring pat on the back, saying, “We’ve got your back!”
  • Enhancing Agent Effectiveness: With a product roadmap, agents have a reference point for repetitive queries. They can guide users to the roadmap for updates on recurring issues, freeing up time to tackle more complex tickets.

Integrating with Service Management

In the grand scheme of service management, a product roadmap isn’t just a nice-to-have; it’s a strategic tool. It aligns with the core principles of service management by improving service delivery and enhancing user satisfaction. It’s like adding a turbo boost to your SM strategy, propelling your help desk towards greater efficiency and effectiveness.


In conclusion, dodging the repetitive support ticket dilemma is crucial for keeping your help desk team efficient, effective, and, most importantly, sane. By employing smart tactics like an updated knowledge base, user education, feedback loops, and a product roadmap, you can turn your help desk into a well-oiled problem-solving machine. Remember, in the world of SM, it’s not just about solving problems; it’s about solving them even before they arise.

Next time a repetitive ticket lands on your support desk, don’t just see it as another issue to resolve. See it as an opportunity to refine your approach, educate your users, and maybe, if it warrants, add it to the product roadmap to prevent further repetition. Here are some tips to convert support tickets into product roadmap items.

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