Why Your Business Needs a Ticket Management System

November 13th, 2015 | Michael Calabaza | Customer Service | Blog Home
why ticket management system

What Is a Ticketing Management System?

A ticketing management system is software that allows your business to create and manage support tickets. A support ticket is the process of tracking the updates and details of a problem from the moment it’s reported until the issue is resolved. Each ticket created represents a specific incident and can be assigned to the correct support team or department to quickly resolve your customer’s problems.

Elements that are tracked in a support ticket:

  • Account information
  • Details of the problem
  • Details on the steps taken to fix the problem
  • Current status and next steps
  • Resolution to the problem

Four Reasons to Invest in a Ticket Management System

  1. Declutter Your Email
    • Better organization – all communication is centralized on the support ticket
    • Eliminates the need for multiple emails on the same topic
    • Makes it easier for multiple operators to collaborate on the problem
  2. View Reports and Analytics
    • Easily view performance of operators and departments
    • Find common problems through ticket distribution
    • Determine topics your company needs to write how-to’s on
  3. Save Time and Resources
    • Less time is wasted due to the ability to sort and assign tickets
    • Increase your efficiency by automating certain processes
    • Cut down response time by easily getting the ticket to the correct department
  4. Benefit Your Customers
    • Add transparency to your processes and keeps them in the loop
    • Know exactly what the customer has already been informed by another operator
    • Integrate with other tools, like live chat

Elements of an Awesome Ticket Management System

  • 100% hosted and web-based

    Having a hosted ticket system means no software to install or update, no hardware to maintain, and all backup and maintenance work is taken care of for you.

  • Must be reliable

    Using high-end servers at a world-class data center is a must! An extremely thorough recovery plan is in place if something were to ever go wrong.

  • Integrates with your current tools

    Choose a ticketing system that will integrate with your current tools such as:your existing email, help desk, website, and live chat system.

  • Useful features

    A good ticket system will allow you to assign tickets to operators, order tickets based on priority, and provide a clear status of the all tickets. It should allow you to search by department, create time and labels.

  • Ability to automate

    Automation increases productivity by eliminating tedious tasks. Being able to automatically update ticket properties based on predefined rules, automatically send notifications or follow-up emails will save your team a tremendous amount of time.

  • Built-in reporting

    Information is power! Having the ability to see the distribution of your tickets according to their status, priority, source, assignee, department, can be huge for your content team. Being able to view the performance of your operators and departments is a big is huge for management.

About 

Michael Calabaza does all things digital marketing and has a passion for organic growth. When he's not working, you'll find him at the local poker room or on a long walk while browsing Reddit. Connect with him on LinkedIn

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