The ticketing system keeps track of every interaction between the customer and your staff members. The ticket contains information about the event and its priority level, who submitted it, and when, including other data points specific to your organization. When a customer contacts the support team, an event ticket is created and assigned to an agent who will handle the case. Most events ticketing systems allow agents to leave comments on tickets to explain their actions in more detail.
How Events Ticketing Works
Whenever a customer poses a question, event, or issue, they allow you to provide them with the support they need. You'll want to follow the Event Ticket life cycle to ensure that you're providing the best experience possible. The first thing in events ticketing is to create a ticket by submitting a new ticket or responding to an existing one. Once you create a ticket, it will enter the "new" state, where it will remain until someone else on your team takes ownership of it and moves it into one of three other states: "open," "closed," or "pending." When your team member resolves their part, they'll move the ticket into the "closed."
The Ticket Life Cycle
Every ticket submitted to your help desk goes through a life cycle. The events ticketing life cycle is where you can see the status of the ticket, the changes, who is working on it, and the timeline when they will have worked on it. The life cycle consists of five steps: opening, closing, transferring, assigning, and reassigning tickets.
Opening Ticket
Opening a ticket involves a customer submitting a request for assistance with an event or problem via an email, phone call, or filling out an online form on your website. Opening a ticket allows you to get some basic information from the customer on what happened so that you can start working on fixing the problem as quickly as possible.
Closing
Closing a ticket means you have solved the problem the customer contacted you for help. You may close this step once you've fixed whatever needed fixing or resolved events in the initial opening step. However, closing doesn't mean everything is fine between you and your client, as other things may come later.
Transferring Tickets Between Departments
Some tickets will need to be transferred from one department to another within your company's infrastructure during their life cycle. The most common reason for transferring a ticket is that the person who originally opened it cannot or will not work on it anymore, so someone else needs to take over. For example, if someone submits a ticket about website issues and gets assigned to someone in IT support. If it turns out that it should have been handled by customer service instead, the person in IT support could transfer it accordingly.
Assigning and Reassigning Tickets
Sometimes you may want to assign responsibility for resolving a particular issue across multiple agents. For example, if you have three agents who can help with resolving an issue, you might decide to assign each one of them one-third ownership over resolving it. Also, if an agent becomes unavailable, you might reassign to someone else to take over ownership.
Benefits of Events Ticketing Systems
Events ticketing systems help you manage customer interactions in a simple and easy-to-use manner. They allow you to easily track customer requests across multiple channels, including social media, email, and phone calls. They prioritize these requests according to their severity level of importance to handle urgent issues first and ensure that your customers receive the service they need.
Events ticketing also allows companies to organize their internal workflow by assigning tickets to specific employees instead of having one person handle everything alone, which could overwhelm them.
Wrap Up
Events ticketing tools are systems that manage customer service and events tracking. They are an essential part of any organization's customer service process that helps keep everything organized, especially helpful if you have many customers.