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.
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.
Split ticket feature streamlines customer support and improves efficiency. Dividing tickets with separate inquiries ensures timely resolution and better communication.
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A hybrid ticket stream is a must-have help desk feature that allows customer support agents to follow a customer's ticket resolution journey across multiple channels in the same thread. LiveAgent support ticket system users can continue the conversation in the same hybrid ticket thread via email, phone, live chat, Facebook, Twitter, and contact forms, providing a complete overview of the customer's resolution journey. This feature eliminates confusion, improves agent efficiency, speeds up response times, and provides a better customer experience, ultimately leading to higher customer satisfaction levels, reduced churn, and increased sales. Overall, the hybrid ticket stream improves the customer experience by providing a holistic overview of each customer's problem resolution journey.
Videos - Ticketing Software Deep Dive
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Ticketing systems can greatly improve the customer support experience, providing agents with helpful tools for personalized service and improving overall customer satisfaction. Investing in ticketing software can lead to increased revenue and positive word-of-mouth. However, many businesses neglect this area, suffering from outdated systems and frustrated customers. According to surveys, disconnected systems prevent ticket resolution, contribute to customer churn, and reduce customer service representative turnover rates. Investing in ticketing software is crucial for a successful business.