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What is a ticketing system?

The day-to-day routine of a typical customer service rep can be quite challenging. The customer service/support receives a huge amount of support requests from different communication channels daily. This is where a ticketing system comes in to make it easier.

With the ticket management system, support teams can handle the daily influx of support queries. As a result, effectively manage an unlimited number of requests and incidents, all through a single interface. In fact, the ticket management system technology has greatly revolutionized the way businesses deal with customer service and support.

Ticketing system description

What is a ticketing system?

A ticketing system can be also referred to as; an online ticketing system, a support ticketing system, or a ticket management system. So, what is the ticketing system? Simply put, it is a software tool that is designed to organize and distribute incoming customer support requests. Therefore, enabling agents to efficiently manage them and deliver a consistent service experience. A ticketing system is basically the core of today’s customer support software. In particular, ticket management systems come as a featured part of most help desk software solutions available on the market.

Customers can send a service request via email/contact form, call a support line, or start a live chat daily. After that, the ticketing system automatically creates a document that records and stores a customer’s interactions with customer service. Support agents use this document/ticket to track the progress of a customer’s issue until they resolve it.

Unlike email, an IT ticketing system doesn’t require the set-up of multiple folder structures to track customer queries. It brings in all customer conversations from multiple support channels into one interface. Simply put, a ticketing system is a smart online software that acts as a shared inbox for customer questions/requests.

Depending on the industry, some support agents are able to handle up to 50 cases per day. This is why it’s crucial to have a support ticketing system in place. It allows agents to deal with significant customer request volumes in a quick, efficient, and professional manner. IT ticket management systems also; automate a number of routine support tasks, help increase the team’s efficiency and productivity while also reducing excessive workload.

What is a support ticket?

A support ticket is an official record of; a customer’s request, its current stage of progress, internal notes, and other context information regarding the issue. Every ticket that enters the system has its own unique reference number. This enables support agents to quickly locate, add information, or communicate the status of a user’s request. In an omnichannel ticketing system, a ticket contains the complete stream of; emails, chat messages, calls, or messages from other communication channels about the same incident/issue reported by a customer. 

What is a ticket status?

Each ticket’s progress is marked by a ticket status, or a ticket phase, assigned to it. It explains whether a customer’s problem has been solved, and if not, why. Ticket status names can slightly vary depending on the ticket tracking software you use. However, it can be customized according to your business needs. Every ticket that is created is typically marked as ‘New’ by default. The ticket’s status may then be changed to; ‘Open’, ‘Answered’, ‘Pending’, ‘On-hold’, ‘Postponed’, and finally ‘Resolved’ or ‘Closed’ when it reaches its final stage in processing. A ticket is considered closed when a customer’s problem has been resolved, or a request has been handled successfully. ‘New’ and ‘Open’ statuses usually have the highest priority as they need to be dealt with first.

Must-have features of a good ticketing system

A professional ticket tracking software system may include, but is not limited to the following key features and functionalities;

Multichannel accessibility

Today’s consumers prefer using various communication channels to connect with brands – very often switching them during a single inquiry. A solid ticketing system should be able to;

Workflow automation

Workflow automation is an essential feature of any ticket tracking software. Automation can perform a number of tasks. For instance, automated ticket distribution. This ensures that agents have their optimal load of tickets according to pre-defined criteria.

SLA management

Being able to set SLA policies and apply them to different scenarios based on the pre-set rules is an important capability of a good ticketing system. It helps to ensure that agents can easily prioritize tickets and deliver better ticket resolution times. Thus, at the same time, customers get a response within a reasonable timeframe.

Categories, tags, and filters

An ability to create categories, apply filters, and add tags to IT tickets is critical for ticketing systems. It provides agents with the flexibility to quickly and easily locate tickets, effectively manage them, and customize their support workflows. Ticket tags can also be of great value for spotting popular or common support issues. 

Team collaboration

A set of team collaboration tools is a must-have for ticket management systems. Those could include features like;

  • assigning tickets to departments or individual agents
  • escalating and managing ticket responsibilities
  • agent collision detection to prevent multiple agents from working on the same ticket
  • attaching files and images to tickets
  • creating internal notes

Canned responses

Since any support team is likely to get lots of similar queries from different customers; canned messages are a highly useful feature. It allows agents to create a set of ready responses to the most frequent questions. Moreover, it helps;

  • streamline workflows
  • save a great amount of time and effort
  • speed up responses

Reporting capabilities

Robust reporting capabilities are essential for a good ticket management software system. Reports and analytics provide managers and team leaders with invaluable insights. Thus, enabling them to easily monitor their team’s;

  • performance
  • productivity
  • progress
  • identify top and poor performing team members
  • monitor service standards
  • track customer satisfaction

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