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