How important is the service ticket? It depends on who you ask. If you were to ask a service technician, he may not see it as being important. But, if you were to ask a contractor or his or her customers, it is very important. The service ticket is the written documentation of what was done on the repair job. A technician may not see the importance of this document, but they should. It can be an accurate reflection of him and his work.
Many supervisors, managers, and business owners will critique their technicians by reviewing the service tickets they submit. If the description of the repair is not clear or doesn’t make sense, the technician may be viewed as being incompetent. This may not be true, but may be the image presented by a poorly written service ticket. And yes, penmanship and grammar do count. If the service ticket is sloppy or unreadable, it reflects negatively on the technician’s abilities.
Customers viewing the service ticket will not only judge the technician, but also their company. A well-written service ticket will present a professional image to the customer. A poorly written service ticket may leave the customer with doubts about the company and the technician.