Internal tickets can be defined as support queries submitted by your employees. Creating a workflow that requires your employees to submit internal tickets when they face problems enables you to manage issues within your organization from a shared centralized inbox.
Internal queries are only visible to your agents and cannot be viewed by any customers or end-users.
Internal tickets can be used for:
When you’re creating an internal ticket, you have the option to define:
Use internal tickets to assign tasks
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3. Click on New internal ticket.
4. Click on the Department dropdown menu and select the department you want to assign the ticket to.
5. Click on the Agent dropdown menu and select the agent you want to assign the ticket to (you can also select yourself).
6. Optional: Click on the Customer dropdown menu and select the customer that the ticket is about (don’t worry, they won’t be notified or see the ticket).
7. Click on the Subject field and set a subject for your ticket.
8. Click on the yellow text box and write your message. Feel free to use attachments, predefined responses, or canned messages.
9. When you’re ready click on the orange Create button.
Once you’ve created the internal ticket, you can locate it in your LiveAgent Tickets panel. It will show up as a “New” ticket and contain the subject line you’ve created. To help you distinguish between an internal ticket and a regular ticket, all internal tickets are marked as “internal tickets” in the subject line.
The internal tickets feature can benefit every business and organization in multiple ways, including:
By having support queries in one place –both internal and external– you’ll ensure your support agents are productive at all times. They won’t have to waste their precious time switching between different devices and monitoring other accounts and tools.
Higher productivity levels ensure faster problem resolution. You might think that internal tickets don’t require immediate problem resolution; however, you couldn’t be more wrong.
For example, imagine one of your support agents runs into a problem while assisting a customer. They submit a query, but no one is quick to answer them. A lack of a response can then prolong the customer’s ticket resolution time, affecting their satisfaction with your business. Worst case scenario, the customer can be so dissatisfied they churn.
By having all tickets in one place and answering them promptly, you’ll ensure that both your customers and employees are satisfied. In addition, this will prevent negative customer experiences, employee burnout, and agents feeling helpless from facing customer dissatisfaction.
Internal tickets are queries submitted by your employees, while regular tickets are submitted by your customers. Typically your customers can submit tickets via any communication channel that you’ve connected with your help desk software. These channels could include email, live chat, social media, phone, your knowledge base, contact forms, or even a forum.
Meanwhile, internal support tickets can only be submitted internally within the help desk, as outlined in the steps above.
If you want to learn more about internal tickets, check out our knowledge base, blog, academy, or YouTube channel. In addition, we’ve curated some resources that are related to internal tickets and might be of interest to you.
We offer concierge migration services from most of the popular help desk solutions.
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