6 Must-Have Features of Support Ticket System


June 13, 2018

Written by

Stephanie Walker

A brand’s customer support becomes more empowered when it is backed by an efficient ticket support system. Highly efficient ticketing system amplifies the communication not only between your agents but within your team as well. It is an effective tool to diminish any congestion in your workflow that is usually caused by the lack of a precise perspective on issues, proper resolutions, or an insufficient background on the different and possible expectations of each caller. 

Think of it as a collaborative tool between a brand’s customer support and IT department that provides a more systematic way for help desk agents to organize, solve, and monitor dynamic user concerns and demands. It can also be used to assist employees and iron out discrepancies in in-house operations.

Tracking systems are issued by assigning unique numbers that classify concerns by category, computer program, and user/sender.

What is a Support Ticket System?

In a nutshell, it is a software program generally used to create, manage, and maintain a list of user-related issues with the goal of resolving each and every concern in a systematic manner. In addition, a customer service ticket system can be used to resolve issues reported by other in-house employees. 

A regular support ticket typically includes a concise breakdown of information about the caller along with the problem they have encountered. The system is a great way to establish your business’s knowledge base about specific types of customer-related concerns, from common to complex countermeasures, as well as other essential data that will prove useful in optimizing self-service customer service or even creating a comprehensive FAQs page for future references.

The innovative tool is also alternately referred to as a support ticket management system, trouble ticket system, or incident ticket system.

Key Features of a Good Ticketing System

It is not enough to include support tickets without prior understanding of how to maximize its features. In order to get the most out of its functionalities, there are crucial aspects of the said technology that must be considered. Here, we have enumerated five essential features that your ticketing system must possess to achieve an impeccable process for managing and solving various user concerns.

1. Collaborative Capabilities

Chats, screen recordings, and social networking among different departments make solving customer issues faster and well-organized. As such, support ticket systems should be designed to enable an easier way for client assistance staff to team up with members from other teams.

This is especially important when escalation is needed. Customers are very keen about how quickly their issues were addressed. Support tickets that bank on collaboration is a sign that each department of a company is working in a unified manner, and that customer convenience is given utmost priority.

2. Omnichannel Support

Customer service should highlight convenience at all times. Assisting end-users through multiple channels is a must if you want to fortify your relationship with your customers.

Employing help desk tickets should serve as the link that connects different departments together when responding to your end-user’s queries. In this light, allowing customers to send their concerns through different channels—be it through calls, email, SMS, or social media should be a crucial feature of a highly functional support ticket system.

A singular channel for how customers can send tickets makes your support operations more exhaustive and less cost-effective. 

On the flip side, integrating omnichannel capabilities into your customer service processes enables you to track which channels appeal more to customers. It also gives you the opportunity to improve your existing end-user support platforms to accommodate customers better the next time they reach out to your business or representatives. Moreover, it enables you to determine how possible leads are discovered and reached out to a brand, and find out whether there are communication channels that simply don’t jive well with a target market’s interacting and purchasing behavior.

3. Detailed Reports and Analysis

It is necessary to have a comprehensive report that enumerates all factors affecting how a ticket system operates. After all, it has been proven effective in retracing messages and communication channels as well as organizing all types of concerns sent by customers.

Reports and analyses serve as valuable references on how you can improve your services and maximize the manpower you have for client support.

A support ticket system’s efficiency can usually be measured by analyzing the following factors:

  • Customer reports
  • Ticket filtering options
  • Ticket response reports
  • Handling time of support agents
  • Modes of communication used
  • Escalations, if any

Understanding how each factor influences the efficiency of a brand’s customer support sheds light on a support system’s blind spots.

4. Smart Message Rerouting

At times, a customer’s inquiry requires more complex problem-solving capacities, that support agents are unable to give a precise or detailed answer right on the spot.

Given that support tickets serve as an organized and centralized method of addressing concerns, ensuring that each ticket is appointed to the appropriate staff or department cuts down on the time a customer has to wait to have their queries resolved.

There are existing tickets for each customer or concern, and this helps ensure that the people involved in a specific issue are professionals who are best suited to handle it.

For instance, if a client’s concern requires more technical interventions, then the ticket should be referred to a specialist from the IT department or to someone bearing the credentials that meet the end-user’s demands.

Without a systematic way of escalating more complex client queries, the reliability and efficiency of your customer service practices will dramatically drop.

5. Self-Service Optimized Help desk

Not all businesses are capable of enabling 24/7 availability for their user support services. Among the reasons behind this is the lack of manpower, or the nature thereof of the services offered.

However, this does not mean that customer service cannot be boosted or modified to meet more complex customer demands. Ticketing systems for help desk services can be designed to support self-service options for customers.

Even if support agents are not available round-the-clock to entertain customer queries, a self-service option or portal enables them to find answers to their inquiries or concerns on their own.

The said feature may be in the form of a Frequently Asked Questions (FAQs) list, community forum, easy ticket submission options, service-related articles, or a carefully organized and compiled knowledge base.

A self-service feature for support tickets not only makes customer service more competent—it likewise promotes customer empowerment and convenience.

6. Supports Quick Search

Now that customer service is gradually embracing the influence of digital advancement in delivering client satisfaction, printing service information on paper and arranging it in folders are already inefficient and impractical ways to store references for client inquiries.

By enabling a powerful and quick search engine that lets support agents seamlessly find the answers to a customer’s question, it saves more time and effort for both the agent and the customer.

It would also be better if information about a brand’s services and products are chronologically arranged, to make it easier for the support agent to determine where to find the most suitable answer or solution for each concern.

Support Tickets are Game Changers

Support tickets enforce effortless interactions between a support agent and the customers along with stronger teamwork among a business’s various departments

It is the responsibility and role of a company’s help desk representatives to provide end-users with reliable information and assistance regarding the company’s roster of services and products.

Support tickets boost how a business operates its customer service by presenting faster and more cost-effective ways to troubleshoot user concerns.

Moreover, high-functioning customer support ticket systems facilitate methodical in-house multitasking. It promotes fluid cooperation with other teams in the company and while guaranteeing that customer demands are duly met.

Are you looking for a cost-effective way to handle your CS tickets?

Our efficient and consistent solutions for end-user assistance might be of great help!

New Media Services offers contact center outsourcing services with smart support ticketing features. We see to it that you can seamlessly route messages, correspondence, and inquiries generated via multiple channels through our easy-to-use customer help desk platform.

Our custom-made services are equipped with email management and administrative functions. Expect success in your overall customer service when you partner with us!

Contact us and we can discuss how to start a collaboration that will benefit both our businesses!

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