Do you know what a ticketing system is? It is a software platform that is designed for accepting your customer service requests. It also helps your business to manage those requests efficiently. This system is ideal for a service environment having constant workflow changes.
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What is a Ticketing System?
An IT ticketing system is basically a software solution designed to help customer support representatives to manage support requests and tickets of the customers effectively. IT help desk software keeps complete track of customer requests, resolved dates, and overall communications across multiple channels.
If we talk about IT, then this software is often useful to take care of the audience with automation. Additionally, it keeps the reps engaged in some other important task rather than fulfilling repetitive requests. This software is mostly cloud-based which works pretty well for remote IT management. This system also reduces the cost and challenges of the firm.
Additionally, you can limit the access on each level to prevent any data leakage. From staff to customer sources, you can customize access for anyone. If you find that your help desk is not performing well, then you can shift to a ticketing system to align the automation and manage tasks efficiently. Further, we will see the benefits of the ticketing system. But before that, let us find out if you need a ticketing system or not?
When Do You Need a Ticketing System?
- If your business serves any kind of service, then a ticketing system can be useful for you to improve your workflow. From dealing with customer inquiries to adding effectiveness to agents’ work, help desk software can provide you with all of it. Incident management, asset management, and team management are what this software can help you with.
- If you want to automate your help desk to a possible extent, then this system helps you to leverage automation to your business because, in this digital age, you will need that to manage the customer demands. You need to choose a good ticketing system that provides you automation to route the tickets and support agents efficiently.
- Automation will lead to faster resolution and higher agent productivity. You can implement chatbots in your system so that customers can ask their common queries to the chatbot and get their answers. Suppose they have a query that the chatbot does not have an answer to, then automatically, the chatbot will redirect that query to the concerned representative. This way, the agent can solve that query in priority, and customers do not have to wait for a response because chatbots work 24/7 for you. With chatbots and FAQ sections, you can provide a self-service option that is preferable by most customers.
- If you are still tracking tour support ticket records in spreadsheets, then you might be aware of how inefficient and time-consuming that process is. In fact, the tracking process is more time-consuming than solving the ticket. As I mentioned in the above paragraph, with automation, the process becomes easy. The system will track your tickets automatically, save your agent’s time, and manage the records. Additionally, spreadsheets may have human errors at times, but in this system, you do not need to worry about typos or any miscalculations. You can even maintain records of your inventories through this system.
- If you are violating SLAs (Service Level Agreements) repeatedly, then you have a big issue to solve with the ticketing system. Violating SLAs can damage your reputation, cost your MSP a fortune, and lead to a big loss of revenue. So, ticketing solutions have built-in alerts to help you meet SLAs and minimize the violations to get your MSP (Minimum Support Price) back on track.
Benefits of Using a Ticketing System
Cost Savings
Naturally, when you automate the process and leverage self-service options, you will need only a few effective agents to answer the customer queries and to solve employees’ technical issues. So, you can cut the cost of hiring new agents and invest it somewhere where it is more required.
Better Customer Experience
Using a ticketing system will improve your customer service and satisfaction. It is an easy way for customers to ask you for help and also for your staff to provide that effective and efficient assistance. Because when a customer wants to reach you regarding an issue with the product or service of your company, they expect immediate assistance, and a ticketing system makes it possible. For that, you can install a self-service portal to enable customers to help themselves anytime with the help of chatbots and knowledge base articles. Additionally, with automation, you can also send an email to the customer giving the answers to their queries that agents need to solve.
Efficient Organization
A ticketing system organizes a high volume of support cases to help your customer service department. This way, they can manage multiple cases at once easily because the system prioritizes and labels every ticket. Additionally, agents will not miss any critical tasks and can solve them before the moderate issues. You just need to set the priority order you want in the system and then let it do its work. Even productivity and resolution time will also improve because of this system.
Improved Productivity
As discussed in the above points, the productivity of customer service reps will increase, and their performances will improve. Because if everything is centralized and searchable, then your team can be more productive and cut down the time it takes to search the data. Additionally, half of the tickets are solved by self-service help desk systems, so only the significant queries will come to the agents. This will cut down the time needed to solve repetitive tasks frequently. Also, it helps centralize the communication so that the reps and admin can be on the same page.
The ideal ticketing software enables you to customize your features and have the software with all the desired features that can cater to your goals. Also, ensure that the ticketing software you are choosing is compatible with your system. This way, you will be able to make your ticketing system as per your customers’ and employees’ requirements.