Businesses utilize support ticket systems to see if the employees are working accordingly. A ticket is issued to customers whenever they raise an issue or complaint. The ticket documents everything from the issue raised, who, when, and anything else that is of importance regarding the ticket issued. There are numerous support ticketing systems online that can be used in WordPress. However, they are not all good, and the most ideal way for selecting the best support ticket system for WordPress is by studying the features of several ticket systems. Some of the features you can use are as follows.
1. Accessible and Simple to Use
The best support ticketing systems for WordPress ought to be easy to access and simple to use. As you plan on automating your business processes, ensure that the ticketing system can be accessed by all users both through the intranet and the internet. Inaccessibility of the ticket system by the users will render the system pointless.
In the event, the support ticket system is of the third party, always ensure that your needs are not suppressed by the vendor’s system needs. Thus, always ensure your requirements surpass that of the vendor.
Additionally, there is a need to ensure that the system is simple to utilize. The users must find it easy to input data or update their information.
2. Can Relay Tickets Via Multiple Channels
The most ideal support ticket systems must allow for customers to convey their tickets via numerous channels including phones, emails, plus any company account the customers have registered. The numerous channels ensure that the customers can still get to air out their issues and gain help, in the event of a breakdown of any of the channels.
This aspect is vital in ensuring that no customer complaint is left out.
3. Allows Users See Status of Tickets
Being up-to-date on what is happening in regards to an issue or grievance sighted by a customer aids in keeping the customers at ease. It can be very frustrating and really annoying not to be aware of what is happening to a complaint raised.
When a customer raises an issue, the least they expect is to be aware of the status of the issue. They deserve to know whether the company is working on resolving the issue or not.
Hence, the best support ticket system for WordPress should allow users to view the status of their tickets. At the same time, companies must ensure public plus private actions on tickets are filterable, as not all acts on tickets should be made accessible to clientele. Also, the best support ticket systems should be made accessible to internal teams, as it is the surest way for establishing collective action plus workload sharing.
4. It Has the Option for Self-Service
The best support ticket system for WordPress must have a self-service portal, where customers can handle or seek out some issues by themselves. Hence, companies with these features think out of the usual 24/7 customer service, and establish the FAQs, online forums, besides a shopping-cart means for product requests or service demands.
The thought behind self-service is the provision of quality support to customers. With self-service options, customers have more control over the kind of support they need whatever time they require it.
5. Can Provide Historical Data for a Ticket
The best support ticket systems should be capable of generating history for a ticket. Ticket history is vital as it is often utilized in keeping track of a project’s progress, is a support document in the settlement of disputes, and can be employed in tracing the origin of a problem.
Tickets for resolved issues must also be maintained safely in the system as you may require to visit the ticket for any inquiry in the future. Hence, the best ticket systems are capable of generating historical data when needed.
6. Presence of Efficient Plus Comprehensive Notifications Alert System
Notifications are the best way to alert customers or online users on every system activity. The most ideal support ticket systems consist of multiple ways of issuing notifications on system happenings to every online user.
For instance, if a customer has posted an issue or complaint, any variation on the status of the complaint generates a message via notification emails transmitted to customers. Most times, the notification emails comprise links that redirect you to your online portal where you will get to view all particulars in regards to the particular events posted.
7. The Capability of Categorizing Related Tickets
The grouping of related tickets is essential for the provision of uniform responses at once to a common query. Thus, the best support ticket system should have this wonderful feature.
8. Can Tailor It to Fit Your Workflow
The best support ticket system for WordPress should be flexible. Flexibility in this case is where the ticket system ought to suit your demands, and should never, make you feel tied up to its limitations.
Conclusion
The ticket system is vital for doing business online as it aids in ensuring customer queries and complaints are attended to efficiently. For the best support ticket system for WordPress, you need to consider all the above features to ensure that you have an efficient and effective ticket system.
