Helpdesk ticketing systems are key features found in help desk solutions. They provide customer support teams with tools to assign, prioritize, customize and automate customer requests.
Having an effective ticket system helpdesk is essential. It allows you to convert customer inquiries obtained from various communication channels to tickets. Those communication channels include phone, texts, live chat, social media, and e-mail, to mention a few. These tickets are later stored in a controllable and integrated database.
Once all tickets are stored in a centralized place, support agents and teams can quickly identify customer problems and assign them accordingly. As a result, solutions are sought on time, thereby improving customer satisfaction.
Importance of Ticket System Helpdesk
Deployment of ticket system helpdesk solutions is done with the aim of helping businesses to provide outstanding service experiences. When this happens, there is automatic customer satisfaction and retention, and brand loyalty is also enhanced.
As earlier stated, help desk solutions make it possible for issues to be handled immediately, thus providing the support process with more organization. Ticket system helpdesk solutions are also essential because they:
- Increase the rate of customer retention
- Reduce long-standing costs
- Reduces time wastage experienced by manual ticketing practices
- Gives customers better support
Not only will help desk software improve the agent’s processes, but customers also benefit significantly from them. Support agents are able to manage issues, complaints and enquiries originating from different platforms. This means that every request will be noticed, so you don’t have to worry about there being customers who haven’t been answered.
What’s more, you will be able to accurately monitor the customer support your team gives via the reporting functionality. As a result, SLAs and ticket inflow become easier to supervise and track. You will also be able to re-allocate resources where need be.
Features you will find in a Ticketing System Helpdesk Solution
If you want to get the most you can from a help desk software solution, their features should be present:
1. Many different points of contact
Help desk solutions should be able to give you centralized access from multiple communication channels. Help desk solutions offer this, while others (primarily web-based) have them as add-ons.
2. Ticketing system
This is the central feature of all help desk software solutions. It enables the team to search, sort, track and manage issues/ user queries. Ticketing systems typically use LBTs (Local Bug Trackers) to assign each case a unique number. These ‘special’ numbers are usually written in such a way that support teams will be able to identify which department can best handle a specific inquiry. Ticketing systems ensure that questions are sorted on time and that no customer inquiry goes unaddressed.
3. Levels of escalation
If you want a more advanced help desk solution, you will get ones that give agents the ability to escalate issues to their seniors, e.g. a manager. There are instances where the escalation process is multi-tiered in the order agent-to-team leader-to-manager. That way, you can ensure that the most complex issues get handed by a person well versed in that field.
4. Automation
A help desk software should enable an administrator to write down the rules. These are rules mechanizing processes for administrative tasks and repetitive inquiries. For example, send repetitive tasks to knowledge bade or create an auto-response. Likewise, administrative tasks such as redirecting customer inquiries to appropriate departments get automated to idle agents.
5. Dashboard
This is important to agents as it provides agents with access to any data s/he may need when they login to the help desk system. The data includes overall performance, customer data, priorities and pending tickets. A dashboard also notifies the agents of incoming tickets and how many inquiries are currently ongoing.
6. Analytics
If you are looking for market feedback, customer inquiries are the best sources. Thus, help desk solutions are also CRM tools. Analytics features enable managers to sort customer inquiries based on location. Recurrence or some other important classification. Similarly, it ought to generate bars, graphs and other visual aids which make it easy for executive teams to digest.
Conclusion
Tools have evolved and modern tools greatly help to improve human efficiency using the least effort possible. When you get a good help desk ticketing solution, you’ll also be able to amass customer inquiries and organize them. That way, you could create a FAQ section from the queries or even generate guide articles. More robust solutions have content management systems users can use to upload content and build tags and filters regularly.