What is a ticketing system in customer service?

A ticketing system is a tool that enables companies to handle customer questions and requests in the form of tickets. Here’s how:

• When a customer contacts a support agent, if the agent is not available online, a ticket is raised.

• The ticket contains the customer question and all other details of the customer, including when was the ticket raised

• Once the ticket is created, it is assigned to a support agent. This is done after seeing what kind of query does the customer have. If it is technical, it is forwarded to the tech team. And so on.

• Once the ticket is issued to the right team, they get on it and resolve the customer query as soon as possible.

That’s how a ticketing system works!

But, there’s a lot more than meets the eye! A robust ticketing system has enables you to:

• Monitor tickets from start to finish

• Collaborate on tickets using internal notes

• Split complex tickets into sub tickets to answer customer questions accurately

• Track agent performance and check how customers rate them on a scale of 10

• Create reports and keep track of overall customer satisfaction

• Analyze individual agent pain points and improve their performance

Video:How a Ticketing System Works

With all these features and benefits, a ticketing system makes customer service fun, simple, and convenient. It not only bridges the gap between support agents and customers, but it also makes it easy for customers to get a quick response that completely answers their question.

When finalizing on a ticketing software, check the features and pricing. Also, take the free-trial before making your decision. This way, you will be sure whether the ticketing system is what your agents need.