Ticket management system is essentially a software that permits your business to create as well as manage support tickets for your customers and employees. The support tickets are the process of tracking the updates and information of an issue from the moment that it is reported to the point that it gets solved.
All the tickets created by the company represents a certain incident and can be assigned to the relevant service department or team to rapidly resolve the problems of the customers.
The elements that get tracked in support tickets are:
- Account details
- Details of an issue
- Details on the steps taken to resolve the issue
- Present status and the next steps
- Resolution to the issue
Four vital reasons for you to invest in a ticket managing system are:
• Declutter your emails
- Better organization, all interactions are centralized on the service ticket.
- Removes the need for several emails on the same subject.
- Makes it simpler and easier for several operators to collaborate on an issue.
• Inspect reviews and analytics
- Easily see the performance of the agents and the departments.
- Find common issues via ticket distribution.
- Determine the subjects that your business needs to create more how-to’s on.
• Save time as well as resources
- Minimum time gets wasted because of the ability to sort and assign the tickets.
- Increases your efficiency for automating specific processes.
- Cutbacks on the reply time by easily getting the ticket to the right department.
• Benefits your customers
- Adds transparency to your procedures and keeps them in the loop.
- Knows exactly what your clients have been informed by the agents.
- Integrates with useful tools such as live chat software.
How does the ticketing management system work?
Whenever a company deals with a group of people, whether it is agents or customers, there are issues that can crop up when a website is used.
Luckily, the majority of the businesses have a ticket system in place that permits people to report on various problems. This means that when you have trouble with a program or site then you can just click on a button to access the help desk of the site and send the trouble ticket.
However, what many people do not realize is how such tickets get handled on the back end. Many business enterprises employ the use of a ticket system that outs all parts of the ticket puzzles in a single convenient spot.
A ticket system is actually better than any other ways of dealing with the questions of the customers or their reported problems.
In case a ticket system is structured around email, for instance, then there is really no way to ensure that tickets get read by the relevant person, to track or check whether the issue has been resolved. So to speak, all messages go into the same place and it can be tough to manage that pool.
Additionally, even if the issue is resolved, nobody knows if the person who reported the problem has received any details about the fix that can be annoying to both agents and the customers.
On the other hand, a ticket system is specifically designed to organize problems as they are reported and keeps tracks of the solutions reached.
Let’s comprehend this better with a few instances
A company has agents turn in work on a web form that is connected to their business database. A certain agent keeps having problems with saving the form. This agent then opens the help desk box and lets the technical team know about the issue.
The instance would also work if the form of help desk was being used by a retail company or customer who wanted to gain knowledge on the status of their order.
The ticket generated is then passed on to someone who possesses the ability to resolve the issue. All the fixes get tracked on the ticket file when the solution is reached and the reporter gets the notification.
This feature not only allows the customer or the reporting employee to know that their issue has been addressed but also permits the technical team as well as the management to keep track of how well the issues that are coming up are being handled.
While email is not an efficient mode to manage a trouble ticket, it is an outstanding way to interact with agents and clients. As a matter of fact, the majority of the people have help desk as well as support email addresses linked to their company or business.
With the ticket management system, there is absolutely no reason to change that setup. In fact, support ticket system from LiveChatInc offers email as well as live chat ticket integrations.
This proves to be utterly convenient for the support team as all the details that they need in order to deal effectively with customers and staff can be placed at one accessible location and they can handle the issue from the beginning till end.
It is quite obvious that a ticketing management system is convenient and efficient than the traditional email support or contact form. However, what happens to all the tickets and the related data once it is solved?
It gets archived by the system. This means when a ticket comes in, the technical team can simply pull the former problems and view the solutions that had been provided earlier, which will help them solve the issue in lightening speed.
This problem tracking strategy lets the data from all the tickets be tracked for trends as well as other related details.
The ticket system is meant to address the grievances of everyone who is part of the business, starting from employees to customers. This will help in bettering the operations of the business on a daily basis and allow it to be presented as prepared for battling any obstacle that comes their way.