Ticketing Software Deep Dive

hi everybody today we'll be talking
about ticketing software I'll give you a
quick rundown of what it is why it's
important to use and how you can utilize
it and then I'll show you how it works
all in real time in our live agent
software let's get started
a customer communication software is a
software that enables you to manage and
streamline all your customer
communication queries so how does it
ticketing software work well basically
within live agent you would connect all
your communication channels with your
live agent dashboard so what this means
you would connect your phone numbers and
your landlines you connect your
Instagram viber Twitter Facebook and all
these channels once they're connected
we'll fetch all your messages and
comments and incoming queries from these
channels and basically arrive at your
Universal inbox in live agent from where
you would reply to these queries and why
is it ticketing software important well
there's three main reasons firstly it
saves you tons of time by streamlining
all your communication channels into one
single Universal inbox you don't have to
be wasting time by tabbing out to
different kinds of accounts or social
accounts and so on and so forth
secondly it's very secure by having
everything in one Universal inbox where
all your agents can access it you don't
have to be sharing login credentials
with each other which makes it a more
secure solution and thirdly you will be
more efficient with your work and this
is because the software streamlines all
your communication channels it means
that you won't ever lose a ticket or
forget about it because it will be right
there in the dashboard and somebody will
always be taking care of it so as you
can see using a ticketing software is
both beneficial for your customers and
your customer service teams now let me
show you how it works in real time
alright guys so now that we're in live
agent I'll be showing you how it works
in real time so as you know a ticketing
software streamlines all your incoming
queries into one universal Inbox so once
you click this panel over here that says
tickets you'll be able to see all the
incoming tickets or the tickets that
you've had in the past from all the
channels so from social media landline
phones live chat or even from your
knowledge base so now that we're inside
your Universal inbox I want to talk
about tags and departments so tags are
over here such as the demo tag reward
tag over here we have the call tag and
so these tags are useful for basically
showcasing you what the ticket is about
without actually having to open it so
just a quick glance tags can be added
automatically or manually and the next
thing I want to talk about was
departments departments which are shown
here such as the general
sailes client management or customer
care are basically departments into
which you can streamline your tickets
even further for example if somebody
emails sales at live agent comm we want
these tickets to be automatically sent
into the sales department where there
are sales agents who can answer these
questions better than perhaps technical
customer service reps another neat
feature of these departments is the fact
that you can you utilize your automation
rules so that any types of tickets that
for example contain the word reset and
password will be automatically routed to
the technical department next the
feature that I want to talk about is the
to solve button which basically acts as
a manager what it does is it runs
background checks on all incoming
tickets and it checks if they are
attached to any service level agreements
and if they are it reminds you by
popping up in this to solve button and
it shows you that basically you need to
reply to these tickets within a certain
time period and if you don't penalties
will be incurred according to the
service level agreement the next thing I
want to talk about is the hybrid ticket
stream which is basically a stream that
allows you to view your customers
communication from start to finish about
the same issue so for example let's
click on this ticket by John Snow john
contacted us with some troubles that he
was having with logging into the system
first he decided to call us and then we
decided to exchange some emails as you
can see here and so what that means is
he was contacting us about the same
issue but just through different
channels and so because they it's the
same issue
all these communications are shown
within the same hybrid ticket for your
convenience so that you don't have to be
looking through different tickets and
scrambling for information so the next
thing I want to talk about is all the
actions you can take when resolving a
ticket obviously you can take actions
such as transferring the ticket into
different departments or agents or
resolving it but if you want to look at
more actions that you can take you can
just click these dots over here and it
will show you all the additional actions
you can take and most of them are pretty
self-explanatory but I wanted to touch
base on internal calls calls and merging
of the tickets so let's start with
internal calls internal calls is
basically a feature that lets you call
your colleagues that are online in live
agent and ask them for assistance let's
say I'm chatting with John Snow and I
need assistance and I don't know quite
how to help him effectively I can set up
an internal call with a colleague in a
matter
seconds while I'm still live chatting
with John and get the help that I need
and then I can provide the assistance to
John the same thing goes with calling
maybe if I'm explaining something to
John it's not coming across well in
writing I can ask him if he would be up
for a call and if he is I can transfer
the live chat into a call through the
call feature next we have the merging of
the tickets let's say John messages us
from his work email address and then
next time he sends us an email from his
personal email address that we do not
have registered in live agent we find
out that both of these tickets are from
John about the singing issue we can
easily merge them into one ticket next
we can look at this panel over here
which is the ticket to the details info
panel which you can stretch according to
your liking to see more integrations
that are active or view less of them
basically what you can do over here is
view additional details both about the
ticket right over here and both about
the customer so let's say I want to look
at this field over here which is the
personal details it'll tell me the email
address of John it will show me his
phone number his language that he's
using and any other additional
information that I want to input in
there so but his vehicle and some
pattern these are obviously made up and
you can edit them by clicking this
pencil icon over here or you can edit
them by clicking this add field and you
can just basically add anything else you
want
next we have all these other things that
you can look at so basically any
attachments that would have been sent
between John and I during these
conversations as well as all the
activity that has happened so as you can
see historically even 37 days ago there
was a call and these additional icons
over here are all the integrations that
I have active within my live agent icon
so I have a MailChimp integration active
I have the Braintree magento as well as
the pipedrive CRM so by clicking these
for example MailChimp I could easily
subscribe and unsubscribe John from my
mailing lists if he was subbed so by
clicking on these different icons that
are our integrations I can take
additional actions such as by clicking
on the MailChimp icon I could subscribe
and unsubscribe him from any of my
mailing list according to what he wants
I could give him refunds for Braintree
or I could pull up information that I
have stored about him in my pipedrive
about the deals that I have acted with
him and their value now that I've showed
you how the ticketing software works in
practice and talked about the benefits
hopefully you can see how it can help
your organization improve your customer
service if you have any additional
questions please head on over to our
knowledgebase where you can find
additional how-to articles guides and
videos thanks for watching hope this was
helpful