What is the Trouble Ticket System?
A trouble ticket system can be defined as a software utility that a company utilizes for tracing, reporting, identification, and resolution of tickets from its clients. In a layman’s language, it is simply how companies identify and address issues arising from their customers.
Features of a Trouble Ticket System
How do we get to differentiate any other ticketing system from the trouble ticket system?
It Should be End-to-End
This describes the functioning of the ticket system. Any trouble ticket system should be able to receive customer concerns at one point and wait for the resolution from the agents to address on the other side.
A trouble ticket system should be able to maintain customer wait time through engaging the right knowledge to the customer on the waiting line.
It Should Communicate
As earlier mentioned any trouble ticketing system should be able to communicate with the customers at the waiting line. This helps reach out to the customer and avoid situations where the customer leaves because of dissatisfaction.
Through the online bots adopted the trouble ticket system should be able to appeal to the customer to be a patient while the issues are resolved amicably. It should be tailored to control the customer's emotions by providing assurance and building trust even if the customer on the waiting line is arrogant.
It Should be Autonomous
Autonomy means that the system can independently govern itself even in situations where available agents are busy and fixed in other activities.
Autonomy enables ticket system sty relevant to the customer and prepares for extreme cases that could occur such as when agents aren’t completely available to address customers concerns.
Also on that note companies should ensure that they install the right trouble ticket systems to handle customer's concerns from legible vendors because sometimes some vendors could have trouble ticketing systems that aren’t necessarily autonomous.
It Should be Versatile
The versatility of trouble ticket systems allows it to work with all software. For instance, a trouble ticket system should work effectively with the Customer Relationship Management (CRM) softwares.
Although some functions could be concurrent and similar to the ones exhibited by trouble ticket software, the trouble ticket software should not conflict in all circumstances for example with the CRM. Despite trouble ticket management system being able to handle different functions at a particular time, of emphasis is the collaboration with other software that perform similar functions in the organization.
It Should Support Multiple Languages
All trouble ticket systems should be able to support different languages altogether. This means that concerns raised by customers across all divides can be handled and addressed without having to necessarily refer the customer to translators and higher levels of the company.
The software plugins should have switched language choices that allow the customer to choose the language he or she prefers in all scenarios before proceeding to interact with the agents. This language integration is key to consider and factor in because it reduces bias levels that could be directed at foreign customers.
Reporting Tools
Trouble ticket systems should have tools that can return feedback to the customers and agents. These tools may not necessarily be similar to the bots that communicate with the customers but should be able to direct for instance Customer Relationship Management (CRM) findings to the required organization levels.
Reporting tools are higher-level system features that allow interpretation of customer concerns that couldn’t otherwise be achieved by regular bots.
Ticketing Differentiation
A good trouble ticket system should be able to address user's concerns at fast speeds. In ticketing differentiation, it is not just about addressing concerns but distinguishing genuine customers from malicious generated bots.
Of great security, the concern is the increased number of malicious bots that mimic real individuals who have a keen interest in accessing the parent companies databases and extract information.
An ideal trouble ticket system should be able to debunk false to genuine customers. This is achieved by the ticket system through fervently engaging the customers to retrieve key information.
For instance, malicious bots cannot tell important information such as answers to security questions that the genuine customers are asked. The trouble ticket system should be able to achieve that accordingly.
Conclusion
Having understood the various features of a good trouble ticketing system it is upon you to choose the best trouble ticket system that suits your organization both for individual and large-scale variations. Emphasis should be made on finding an appropriate trouble ticket system that matches the different facets of the organization regarding functionality.