If you own a business, there is a lot of things that you need to do. One of those is answering inquiries and messages of your customers. This activity is considered to be crucial as it determines customer satisfaction. Answering inquiries is one thing, but the process of receiving, processing and responding is another different story. Since this part of your business activity is essential, it is important that you use the right tools that will help you have a quality and efficient service. This is when ticket management system comes into the picture. In a simple definition, a ticket management system is software designed to organize problems or issues of your customers. This tool will help both your internal employees and customers to achieve efficiency and satisfaction. The basic component of a ticket management system is the tickets. Each support ticket has key information about the issue in the customer service part. Ticket management system provides real time status or updates about the problems. It organizes the information sent by the customers and places it into an organized location. Consequently, it will streamline the workflow, eliminate the processes and improve the flow of information between your business and your customers. In a sense, ticket management system makes your life easier. It helps your company to be organized, productive and makes your customers satisfied.
One of the best qualities of an efficient ticket management system is that it has all that you need to perform the process of communication efficiently. This means that your system must have everything at one glance. Your support agent must be able to see clearly all the information that he or she needs in just one place or screen. The main screen of a helpdesk system is where your support agent will see the processes. This includes the priority level, entire conversation, updates of the status, and the due dates. As such, your agent must be responsible in making sure that everything flows smoothly. Once the message from the customers was received in the system, it will now be converted into ticket. This process should be automated and your system must send an email notification to both the support agent and the user to assign such category. Moreover, a quality ticket management system also assigns tickets based on the priority. You have to bear in mind that not all the inquiries are the same. Meaning your system must also be taking into consideration the level of expertise. This will allow you to get rid of duplication. Simply, an efficient ticket management system makes your life more organized so you’ll have less error.
Lastly, your ticket management system must have tracking and trafficking features. The tracking feature allows you to easily track all the inquiries both the new ones and the ones that have been resolved already. This will allow you to create reports about the entire processes and works or outputs of the system. On the other hand, the trafficking feature allows you to have an organized queue of the messages from your customers. Hence, you will be able to know which query was received first and which was the last one.
Overall, Our ticket management software makes it simple for you to stay connected, organized and productive.