A ticketing system is a software tool used by businesses to effectively manage, prioritize and track customer inquiries. Here are some of the characteristics of a ticketing system:
Characteristics of a good ticketing system:
1. Tickets and ticket number:
With a good ticketing system, all inquiries are created with a case number or a case ID, which makes the case easy to find and resolve. Cases are created, for example, when a customer submits an inquiry via a channel such as email, contact form or chat. This creates the inquiry with an associated ID.
2. Request allocation:
An efficient ticketing system enables automatic or manual assignment of requests to an available case manager. The case manager receives the request based on criteria such as skills, experience or availability.
3. Case tracking and updating:
A good ticketing system enables the agent to get a complete picture of the inquiry in order to best investigate, respond and update it. The customer receives updates on the case via email or another chosen means of communication. The ticketing system should also ensure that all inquiries are followed up and closed.
4. Reporting and statistics:
A good ticketing system generates reports and statistics about inquiries, providing insights to improve customer service or troubleshooting processes. For example, the system should provide insight into average response time, volume and number of open or closed cases.
5. Automatic functions:
An effective ticketing system should also offer features such as automatic responses, assignment of cases based on criteria and notifications to the case manager of new updates.
6. Customized configuration:
Ticketing systems should be customizable according to business needs, including customization of workflows, cases and access rights.
Why does your business need a ticketing system?
Companies that want an efficient structure and organization in customer service, which can further lead to increased customer satisfaction, should invest in a ticketing system. By implementing a ticketing system, cases can be handled correctly and efficiently. With faster case processing, both customers and case managers save time.
Examples of ticketing systems:
Zendesk ticketing system:
Zendesk is one of the most popular and versatile ticketing systems, used by more than 160,000+ businesses and organizations to manage customer service and support. Read more about Zendesk here.
Freshdesk ticketing system:
Freshdesk is another popular customer support option that offers features like email management, chat, and phone integration to provide multi-channel customer support.
Salesforce Service Cloud:
Salesforce Service Cloud is a CRM tool that includes a ticketing module to manage customer follow-up and support in different industries.
HubSpot Service Hub:
Service Hub is an all-in-one CRM and customer support system that includes ticketing functionality in addition to email marketing, chat and social media integrations.
Zoho Desk:
Zoho Desk is another all-in-one customer support solution that includes ticketing functionality as well as tools for automation, social media monitoring and more.
Try a ticketing system for free
With a ticketing system, your business can streamline the customer service process and give customers a more seamless and structured experience. Try Zendesk ticketing system for free today: Start your free trial