What is e-mail ticketing?
For customer support, e-mail is the preferred way for companies. The e-mail support staff is not only trained to handle e-mails, but also to track, organize, prioritize, and assign e-mails. It is a rather tough task, which can lead to bad support services.
The agents filter out the important e-mails so that the important ones can be resolved as a priority. Tracking the status of the tickets is also the job of the agents so that all tickets can be closed after they have been resolved. Some tickets may need to be assigned to a different staff person, this is also done by the agents who work in the e-mail ticketing department. Further advantages can be had using email management software that support Outlook migration, Gmail migration, as well as for other platforms.
Email ticketing software can automatically create a ticket for each email the company receives and assign it to the appropriate department or agent for resolution. These email tickets include the customer’s contact information, summary of their request and any additional info they have provided. In order to track the status of their request or receive updates, the customer can use the ticket number. LiveAgent works as a perfect Outlook and Google alternative, offering multichannel integrations and additional helpdesk capabilities such as automation.
Expert note
Efficient e-mail ticketing is an essential component of any successful customer support strategy, providing convenience and timely solutions to your customers' inquiries.
A ticket management system is software used by customer support representatives to manage and store various customer queries from multiple channels. It streamlines all customer messages from social media, live chat, email, phone, and customer portals. A ticket management system must have features such as a single, centralized inbox, hybrid ticket stream, ticket splitting and merging, departments, tags, ticket routing, automation, data analytics and reporting, private notes, responsibilities/assignments, gamification, omnichannel support, SLA compliance, built-in CRM, internal chats and calls, and third-party integrations. Ticket management systems are used by customer support agents, IT staff, marketers, and sales representatives. Using Gmail or Outlook for ticket management may result in lost or forgotten tickets, duplicate answers, and difficulty in organization, search, and overview. Ticket management systems solve problems by improving slow response times, reducing churn, improving productivity, and increasing customer satisfaction.
A customer service queue is where support tickets from various channels are stored for customer support teams to respond to. Efficient queue management is important to minimize wait times, improve support quality, and increase agent efficiency. There are different types of queues including email, call, and live chat queues. Effective support queue management can include strategies such as first in first out (FIFO), prioritizing support requests, segmenting tickets by category, setting up Service Level Agreements (SLAs), creating a support workflow, empowering support teams, leveraging self-service options, and ensuring easy ticket handoffs.
Email notifications are messages sent to customers and support agents regarding updates on specific support tickets which can significantly improve communication in customer support. Email notifications serve as reminders for support agents regarding unresolved tickets while it provides a response to customer queries and updates throughout the ticket resolution process. Email notifications can come in the form of welcome emails, activity alerts, and password resets. In LiveAgent, different types of email notifications can be set as preferred by individual agents in their profiles.
Ticket management is a process for managing customer problems and requests, commonly used in business. Important principles include treating each ticket and customer individually, designing the help desk based on user experience, using existing best practices, and prioritizing transparency in client communication. LiveAgent's software allows for automatic tracking and conversion of all customer problems into tickets for better management. Proper ticket management is crucial for efficient and productive customer service, including best practices such as agent training, ticket prioritization, automation capabilities, and tracking agent performance. Ticket management systems improve response times, reduce churn, improve productivity, and increase customer satisfaction.
