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There are few aspects of a support team that are as sticky and integrated into daily work as the ticket management tool. It is the keystone of support operations and is often deeply connected to all channels, business tools, and processes. Swapping to a new system, even if it will bring high value, is an onerous and daunting task.

Just ask Stacy Justino, Director of Customer Happiness at Wistia. When she went to market looking to bolster Wistia’s support offerings through integration, it became clear there would be a significant overhead. Taking on a tool ‘rip-n-replace’ would be more beneficial and cost-effective in the long term.

In Conversation with Stacy Justino, Director of Customer Happiness at Wistia

Support requirements evolve because of new customer demands, new technology, or a company pivot to a different customer base. As they do, an evaluation of your tools and practices is critical to meet the demands of your team. In our chat, Stacy explains she wanted to add a new support channel while maintaining Wistia’s high level of support and consistent service levels. This change leads us into an insightful discussion about how any support leader should approach this problem.

From gaining buy-in to getting process feedback through training and launching, she highlights details that will help you save time when this project is on your radar. Stacy also outlines expectations to set with the original vendor and the new vendor to ensure a smooth transition and lists a few critical areas to watch out for as you embark on the journey. If this is an initiative you want to take on, this chat will give you a head start.

Please join our chat to help you sort out the best approach to switching to a new ticket management tool.

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