What is a split ticket?
Sometimes a customer asks two completely different questions in one ticket. One of the questions might be an easy pre-sale question and the other one a hardcore technical query. For better convenience and easier management, you can use the Split ticket feature. Split ticket will virtually cut the ticket in half and create another one with a new unique Ticket ID.
In relevance to the above given example, you can continue discussing pre-sale questions in the original ticket and transfer the technical queries into proper department.
Looking for an easy way to resolve different customer inquiries?
Efficiently managing tickets with different types of inquiries can be a challenge. However, implementing the right ticketing tool that offers a split ticket feature allows agents to divide a single ticket into separate ones based on the nature of the questions or issues raised by the customer. This ticketing feature allows support agents to focus on and resolve each aspect individually. By doing so, support agents can efficiently resolve each aspect of the customer’s inquiries, making sure that all concerns are appropriately addressed. By choosing the best ticketing tool for your business, managing split tickets can become a breeze.
Frequently Asked Questions
What does the term split ticket mean?
The split ticket function allows you to split a ticket with two different inquiries into two tickets. This allows pre-sales questions to be discussed in the original ticket and technical questions to be transferred to the appropriate department.
How can you use the split ticket feature?
The Split ticket function works well when the customer asks two completely different questions on one ticket - one may be, for example, an easy question regarding sales, and the other a technical question. Dividing such a ticket into two allows for efficient handling of a simple inquiry, and more difficult ones can also be efficiently sent to the technical team. This increases efficiency and facilitates communication.
How can you use split ticket feature in LiveAgent?
When you receive a ticket with two separate inquiries, click on the three dots to the right of the ticket and click "Split". You can select the "Auto split" option which will duplicate the ticket. Then the relevant agencies can deal with the relevant matters from one ticket.
Expert note
Split ticket feature streamlines customer support and improves efficiency. Dividing tickets with separate inquiries ensures timely resolution and better communication.
LiveAgent offers a customer service software with multiple features including a customizable ticketing system, VoIP phone systems, and inbound call center software. It also allows for the easy transfer of ticket lists, knowledge bases, and live chats. The software has received high praise for its ease of use, reliability, and cost-effectiveness with pricing starting at $9/month/agent. LiveAgent offers a 14-day free trial and one-on-one demos to showcase its benefits. Additionally, it provides an option to export tickets in HTML or PDF format for easy printing, sharing, or saving.
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Customers praise LiveAgent for its prompt support team, categorization of tickets, chat options, and improvement in customer service. They claim it is a great tool that beats other options in terms of price and functionality, empowering agents to provide better support and increasing customer satisfaction and sales. LiveAgent is also commended for its ease of use, reporting features, and time-saving capabilities for email management. Overall, it is considered a reliable and cost-effective solution for efficient customer service.
