What is a ticket watcher?
Often, you want to see the progress of a Ticket, even though it might be assigned to a specific agent or a department. This can happen in numerous situations e.g. the ticket was created by a VIP customer or is being answered by a new hire and you simply want to keep an eye on an opened ticket.
Frequently asked questions
What does ticket watcher mean?
Ticket watcher is a person who tracks the progress of a specific ticket but is not responsible for it. He receives a notification when an update occurs, such as a ticket reply or status change.
ย
Why should you use a ticket watcher?
Ticket watcher is worth using when a ticket has been created, for example, by a VIP client, or you need to check whether the new employee is doing well with the tickets or you just need to have control over a specific ticket.
ย
Does LiveAgent provide the ticket watcher option?
LiveAgent provides a ticket watcher option. A given ticket can be linked to the view of a specific agent or the entire department.
ย
Expert note
Ticket watcher is a useful tool for tracking the progress of a ticket, even if you're not responsible for it. LiveAgent provides this option for better customer service.
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 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.
Agent ticket scope defines what tickets and information agents can see, with different accesses and actions within the system. The administrator decides which departments agents have access to. The ticket coverage tool is used to define what tickets and information agents can see. The agent's ticket range can be checked in the configurations and departments tab, and agents can view and respond to requests only from their assigned department. Administrators can see the entire department, and owners can start chats or calls in any department. The scope of the ticketing system is to manage customer support requests.
Ticketing software is a platform that simplifies customer issue resolution and improves work efficiency for customer service staff. It stores all requests in one place for effective prioritization and better customer satisfaction. LiveAgent provides intuitive and easy-to-use ticketing software for effective communication through multiple channels. It is worth investing in ticketing software for its impact on costs, revenues, and work efficiency.
