Ticket sharing

What is ticket sharing?

Sharing tickets is easily done by using the internal live chat. Whenever an agent uses a proper Ticket ID, it is automatically hyperlinked for easier sharing, even for internal tickets. When the agents click on the Ticket ID, it automatically opens the specific ticket in their Agent panel. This saves time especially when agents need help from each other and they can quickly share tickets where they need help. This feature is present in the best it ticketing systems and help desk systems on the market.

Another helpful part of tickets and sharing is the ticket and customer backlog, so your customer support team can always stay on top of unresolved tickets.

Ticket sharing

Frequently asked questions

What does the term ticket sharing mean?

Sharing tickets means sharing tickets quickly and securely between agents. So they can support each other.

 

Why is it advisable to use ticket sharing?

Ticket sharing allows for quick transfer between agents when you need support and additional knowledge that another agent may have. All this facilitates the work of agents and ensures the free flow of information.

 

Is ticket sharing available in LiveAgent?

LiveAgent ticket sharing is available thanks to the internal live chat. When the agent uses the correct ticket ID, it receives a hyperlink that it can easily share.

 

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Expert note

Ticket sharing is a game-changer for customer service teams. It improves response times, allows for better collaboration among agents, and ultimately leads to happier customers.

Andrej Saxon
Andrej Saxon
Sales manager
A ticket management system is a piece of software that organizes all customer queries into a single centralized inbox called a universal inbox.

Ticket management system

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.

If you want to be more efficient, there's nothing blocking you. Multiple ticket tabs allow you to solve multiple tickets at the same time.

Multiple ticket tabs

LiveAgent offers various solutions for businesses, including ticketing systems, chat distribution, and email notifications at a starting price of $11 per month. OneDesk provides similar ticketing tools and automation features, but their interface may take some getting used to. LiveAgent also offers a free 14-day trial and one-on-one demos to showcase their benefits. Contact forms and live chat are available but require cookies to be accepted. Quality Unit, LLC owns LiveAgent, and their website uses cookies.

Open ticket is a communication channel between customer and support agents that tracks the entire process until the customer issue is resolved.

Open ticket

An open ticket in customer service refers to a support ticket that hasn't been resolved yet. It serves as a communication channel between the customer and customer support team, allowing agents to track the entire process until it's completely resolved. Customer information, description of the issue, priority level, assignment, and status are factors included in the open ticket. Implementing effective management of open tickets is crucial, prioritizing tickets based on their urgency, assigning them to the right experts, tracking them, and using help desk software to streamline the process. An open ticket is converted to a resolved one by finding a solution to the issue, confirming it with the customer, and updating the ticket status. Overall, tickets play an essential role in providing exceptional customer service and improving customer satisfaction.

Ticket system is a shared inbox for all tasks from your customers. All messages will automatically transform into the same ticket.

Ticket system

A ticket system is a common inbox for all customer tasks, with messages automatically converted into tickets. Key features include multi-channel availability, personalization, automation, personalized ticket pages, categories and tags, and the ability to build a knowledge base. LiveAgent is a ticketing system that automatically tracks and converts all customer problems into tickets. Ticket management systems streamline customer messages from multiple channels and must have features such as centralized inbox, ticket routing, and data analytics. Ticketing systems help improve response times, reduce churn, and increase productivity and satisfaction. An open source ticketing system is cost-effective compared to proprietary systems.

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