An online ticketing system to handle all of your customer support requests is just one way that you can achieve this. No matter what your industry or support needs are, ticket management systems help everyone involved.
HRSOFTBD develop the ticketing management software that will bring a level of excellence to your business that could set you apart from your competitors. There is no end of ways to make sure that you are not just a good product or service for consumers, but a great overall resource. An online ticketing system is a great place to start offering top-notch customer care right now.
FEATURES OF OUR ONLINE TICKETING SYSTEM
Accessible And Easy To Use
Automating your systems and processes is going to be pointless if not all customers will be able to use them. To counter this, you’ll want a ticketing system that should be accessible to all users via a web interface such as an intranet (for internal users) and the internet (for external users).
If you are using some third-party software, make sure the vendor’s system requirements do not precede your own. At the same time, ease of use means that it should be simple enough for customers to enter data or update their information, or for programmers and engineers to modify scripts on a ticket as needed.
Send Tickets Through Multiple Channels
Users should be able to send a ticket via phone, email, or through an account that’s been registered with the company website or system. The idea is for customers to be still able to relay their concerns should one of those channels encounter glitches. Some ticketing systems are also configured to receive chat messages submitted by customers.
View The Status Of Tickets
For customers, there is nothing more frustrating than not knowing what’s happening to an issue or complaint they raised with the company. Letting them view ticket status makes them feel more at ease and less hostile. Just be sure that there’s a way for public and private actions on tickets to be filtered, as not all entries on the ticket need to be made viewable to customers.
Internal teams or departments should also have access to ticket status since this is a good way to establish collaborative action and sharing of workload.
Customers Option To Deploy Self-Service
Although most help desks operate 24/7, some customers still prefer to do things on their own, and this is where a self-service portal is most handy. Here, you can put up FAQs, forums, and a shopping-cart style for product orders or service requests.
The idea is to provide customers quality support with more control on their hands at the time they need it, as well as in the platform they are most comfortable with.
Track A Ticket’s History
A ticket history needs to be preserved for several reasons: to track the progress of a project or event, as a support document for disputes, or to trace where a problem originated. Even when a specific matter has been resolved, the ticket should remain in the system and marked as closed but never deleted since you’ll never know when you need to go back to a particular ticket history.
Notification Alerts System
A good ticketing system has various mechanisms to issue notifications about system activities to all end users. Any change in status, for example, will prompt a message through notification emails sent to customers. Such emails may contain a link to your portal, where all details about that particular activity are posted.
Grouping Of Related Tickets
Your help desk agents can maximize the use of a ticketing system that allows them to sort related tickets such as those that contain FAQs or recurring requests from users who may be new to the system. Related tickets may be collated so that it becomes easier for help desk agents to issue a uniform reply in one go.
Customized To Accommodate Your Workflow
Your choice of ticketing system should not cause you to feel tied up to its own limitations. Instead, it should be flexible enough to suit your needs.
Since no ticketing system can accommodate each and every bit of your specifications, the system should offer a workaround in which you are granted permission to alter the source codes, so the features and functions become in sync with your needs.
If your ticketing system is anywhere near these attributes, your end users and help desk agents will be the first in line to benefit. For one, your customers get to enjoy the convenience of being able to communicate and follow up their concerns, and in turn, the staff assigned to the help desk can respond to the same in a timely and efficient manner. It’s a win-win situation for the business.