Ever wondered what happens when a customer service representative assures you they’ll investigate your case and get back to you?
Contrary to the image of them dashing to an expert for an immediate solution, the reality might involve a more intricate process.
In most cases, that rep isn’t just catering to another customer’s call – they’re orchestrating a behind-the-scenes symphony using an automated ticketing system.
So, while you’re on hold, that rep juggles tasks, including pinging a specialist to dissect your issue. It’s not about ignoring you; instead, it’s a well-organized method to handle multiple concerns simultaneously.
In this article, we’ll delve into this process, shedding light on how automated ticketing systems seamlessly coordinate to provide solutions while keeping the customer experience as smooth as possible.
How Does Ticketing Work?
A ticketing system typically underpins ticketing.
A ticketing system starts by generating a document known as a “ticket,” which tracks interactions related to a support or service case.
This ticket serves as a shared record between the representative and the customer, documenting their communication in a single, ongoing thread. Both parties can refer back to this thread whenever necessary.
After the ticket is established, representatives can begin addressing the issue from their end. They can provide updates or solutions through the ticket, which notifies the customer.
Suppose the customer has questions in the interim. In that case, they can also communicate with the customer service representative via the same ticket.
The ticketing system notifies the representative about any responses added to the ticket, allowing them to address the matter promptly.
Once the issue is resolved, the representative or the customer can close the ticket.
In the event of follow-up questions or requests, tickets can be reopened. This avoids creating a new ticket and maintains continuity with the same representative.
Certain ticketing systems even integrate built-in customer feedback tools, such as NPS®, which can gather customer reviews when a ticket is closed.
Benefits of Ticketing
Efficient organization
One of the most evident advantages of a ticketing system lies in its capacity to efficiently organize and categorize many support cases within an entire customer service department.
This organizational function is often referred to as problem tracking.
Representatives can effectively handle multiple cases concurrently by integrating problem tracking and leveraging the organizational features of a ticketing system.
This capability stems from the fact that each ticket is categorized and can be assigned priority based on its level of urgency. This proves particularly valuable when addressing critical situations where customers submit numerous tickets for a specific issue.
Through a ticketing system, you can easily pinpoint and segment these cases, allowing a specialized team to address them collectively in a streamlined manner swiftly.
Centralized information
Another advantage offered by the ticketing system is the consolidation of data. All tickets are stored within a single software, making them easily searchable and referenceable for future instances.
This not only aids in customer service analytics but also enables representatives to access past cases that could potentially offer solutions relevant to their current issues.
Streamlined communication
A ticketing system becomes invaluable in centralizing communication when your company provides an omnichannel support experience.
Omnichannel support allows customers to engage with your customer service teams through various communication channels.
However, the challenge arises when customers don’t consistently use the same channel while troubleshooting an issue.
For instance, they might start by tweeting for help, then call for updates, and anticipate follow-ups via email. This variability in communication can lead to confusion, particularly for representatives dealing with a high volume of customers daily.
Ticketing systems resolve this dilemma by consolidating all communication into a single thread. Irrespective of a customer’s medium to reach out, their interactions are documented within the same unified location.
Even if a different representative takes over, the communication can seamlessly transfer to the original ticket.
By centralizing information within a singular thread, your customer service team minimizes the chances of overlooking crucial details that could expedite resolutions.
Enhanced accessibility
By centralizing communication, ticketing systems create a user-friendly environment for both customers and customer service representatives to engage.
Customers can conveniently access their tickets via their email inboxes and directly communicate their questions to the assigned representative.
This empowers customers by directly connecting to their designated customer service representative, fostering a more personalized experience than reaching out to a generic support inbox.
The accessibility aspect also benefits the representatives, alleviating the pressure to resolve cases swiftly.
As customer messages are routed through the ticketing system rather than personal email addresses, representatives can operate at their own pace without being inundated with messages from impatient customers.
Additionally, representatives can set clear communication expectations during ticket creation, ensuring customers know the anticipated communication process.
This allows the customer service team to manage the tempo of communication within their support tickets.
Now that you’re familiar with the concept of a ticketing system and its potential to enhance customer interactions, you might be eager to explore available options.
Types of Ticketing Systems
Ticketing systems come in variations, each designed to suit the needs and preferences of organizations. Let’s quickly review the main types of ticketing systems.
1. Open source ticketing systems
Open-source ticketing systems are software solutions that are freely accessible to the public.
They offer customization options allowing organizations to tailor the system according to their requirements. Some popular open-source choices include OTRS, osTicket, and Request Tracker (RT).
2. Commercial ticketing systems
Commercial ticketing systems are software solutions that vendors usually provide for a fee.
These systems often have features, integration capabilities, and dedicated customer support. Examples of ticketing systems include Zendesk, Freshdesk, and ServiceNow.
3. Cloud based ticketing systems
Cloud-based ticketing systems are hosted on servers enabling access from anywhere with an internet connection.
They eliminate the need for on-site infrastructure and maintenance efforts. Popular cloud-based options include Freshdesk, Zendesk Support, and Kayako.
4. On-Premises ticketing systems
On-premises ticketing systems are installed and maintained on the organization’s servers.
This setup provides greater control over data security and customization but requires in-house IT resources. Jira Service Management and SolarWinds Service Desk are examples of on-premises solutions.
5. Integrated ticketing systems
Integrated ticketing systems are part of broader IT Service Management (ITSM) platforms. They offer a suite of tools to manage various IT processes beyond ticketing.
Renowned integrated solutions like ServiceNow and BMC Helix ITSM enable seamless integration with incident, problem, change, and asset management.
6. Self-Service ticketing systems
This might be your best bet if you’re keen on more user autonomy.
Self-service ticketing systems empower users to create and track their support tickets without interacting with a live agent.
Their database often includes knowledge bases and FAQs to encourage users to troubleshoot independently. This approach reduces the burden on support teams and enhances user empowerment.
7. Hybrid ticketing systems
Some organizations opt for hybrid ticketing systems, which combine elements of different systems. For instance, they might use a cloud-based system for customer-facing support and an on-premises system for internal IT support.
Choosing the right ticketing system depends on factors such as organizational size, budget, complexity of support needs, and desired features.
Evaluating the options carefully is essential to ensure the chosen system aligns with the organization’s goals and enhances the overall customer support experience.
Final Thoughts
Ticketing systems are the backbone of efficient IT support, bridging customer issues and expert solutions.
Organizations enhance communication, prioritize effectively, and cultivate a knowledge base by selecting the right system and adopting best practices.
Whether it’s open-source flexibility, commercial sophistication, or cloud-based convenience, the goal is consistent: exceptional support.
As companies and organizations look to harness these insights, remember that ticketing systems empower streamlined operations, satisfied customers, and lasting relationships.
