Organizations use trouble ticketing systems to track detection, report, and resolve tickets from their customers. Hence, you must find a trouble ticketing system that will suit your business requirements from end to end.
Your ticketing system should make it easy for you to manage all the parts of the ticketing process. It should begin when a customer submits a ticket and also when the agents get feedback from the customers on how the issues are resolved.
Whenever a customer wants to know how an issue was resolved, they should get that info right away for efficiency. With a good trouble ticketing system, you will be able to do this without having your agents behind every query and answer.
A good trouble ticketing system allows you to set up a Knowledge base with how-to articles, FAQs, and chatbots. This will limit customers from contacting your support team when they don't find an answer to what they are looking for.
Advantages of Trouble Ticketing Systems
Multichannel capabilitiesA trouble ticketing system allows your customers to reach out through different channels. The system collects the tickets from many different channels and organizes them in one area for the agents to efficiently respond to them from one tab. Some of the common channels include:
- Social media
- Webform
- Live chat
- Telephony
Social media helps your representatives to view and manage communication. With a trouble ticketing system, you will be able to reply to posts and tweets from your help desk. You can make this easy by setting keyword alerts.
Your customer emails get converted into tickets that can be pulled into an interface where your agents will easily respond to them. This is essential for organizations that use several email addresses. It is the most convenient way to handle your customer service emails.
Your website should have a customizable web form widget that allows your customers to fill out a web form with the required details and submit the answers as tickets. Live chat allows your customers to chat with your agents to explain their concerns better. This allows the agents to give more timely, personalized solutions. With the right software, the chats will be converted into tickets if the issue still needs detailed attention.
You can also use cloud telephony on an effective trouble ticketing system to make and receive phone calls from your help desk. This channel allows you to log, monitor, and record calls and convert them to tickets or associate them with similar ones.
Agents will know which tickets to prioritize.Whenever a customer launches a request, it should be taken up by your agents right away. Since your agents have to deal with many tickets every day, time is of the essence. Hence, a trouble ticketing system with smart automations will make work easier for them.
Smart automation prioritizes the tickets according to status or time left. It also features an automation suite that allows you to skip repetitive tasks simply by initiating workflows and assigning tickets. Hence you will be able to make sure customer questions are redirected to an agent who will answer them.
This will help reduce how much time your agents take to understand and act on an issue. The system can identify keywords in the queries and pull up the relevant articles and answers from your help center. This also helps your agents answer and resolve simple issues fast.
Allows your support team to work with other teamsWith a trouble ticketing system, your agents and support team can work with other teams to find the best solutions. Hence, customer issues aren’t limited to a single department.
By collaborating with other teams in your organization, your reps will be able to keep tabs on all conversations and ensure there is no miscommunication. The software features team collaboration features that help your team to be on the same page without losing context.
One of the features is a team chat where your team discusses issues together. There are also private threads within the tickets where your agents tag other teams they want to talk to. Another feature is a team feed where company announcements are posted and where agents communicate with the rest of the teams.
In Conclusion
A trouble ticketing system can be customized to match the look and feel of your organization. It also gives you the flexibility to seamlessly integrate with third-party applications, thus helping your organization to work without juggling many interfaces.
