Ticketing systems help customer service teams to manage, prioritise and track customer requests.
They are commonly used in contact centres and by help desks that receive high volumes of customer enquiries every day. These enquiries can flow in at all hours and often must be resolved within strict timeframes, making it important to know their status at all times.
As your business or contact centre grows, you may require a ticketing system to help manage your customer service and support requests. So in this blog, we’ll explain how they work and how they can improve your workflows.
What is a ticketing system?
Ticketing systems – also known as case management systems – help businesses to manage customer enquiries from the moment they’re lodged through to their resolution. They work by creating a “ticket” for every enquiry, where all interactions and actions are then documented until the case is resolved. This creates a single thread of information that customer service reps or agents can refer to throughout the resolution process. Supporting files, such as documents, photos or notes, can also be attached to the ticket for easy reference.
A typical ticket can include:
- A unique ticket number
- Priority score (e.g. low, normal or high)
- Status (e.g. open, pending, on hold or resolved)
- Categories and/or Tags (For searching and reporting)
- Attachments (e.g. documents and photos)
- Timeline (e.g replies, actions and notes)
With all of this information stored in one place, any customer service agent can pick up a ticket and work on the case, knowing exactly what has been done and what tasks are still outstanding. Multiple agents can also collaborate on the same case without confusion.
Another important component of a ticketing system is its ability to automatically prioritise requests, assign them to specific agents, and execute tasks based on ‘rules’ set by an organisation. For example, a business may want all enquiries about a specific product to be given the highest priority and assigned to a specialist team. It may also want to send an automatic reply to the sender, confirming that their request has been received. Each of these rules can be programmed into a ticketing system so customer requests are automatically categorised, filtered and assigned to the right people.
Ticketing systems can also be programmed to send alerts and reminders to agents. For example, an agent may receive a notification when they’re assigned a new ticket, when they’ve received a reply from the customer, or when the deadline for resolution is about to expire. This can help businesses to ensure they’re adhering to service level agreements (SLAs).
What is integrated ticketing?
Ticketing systems can be bought as standalone solutions or integrated with other customer service software.
Combining a ticketing system with a contact centre solution can deliver benefits such as:
- Omnichannel ticketing: Customers today can interact with brands over a range of channels, including voice, email, web chat, video, SMS and social media. With an integrated ticketing system, contact centre agents can converse with customers over any channel, and even switch channels if need be, without losing any information or progress.
- Increased efficiency: The average contact centre agent uses 8 different systems and tools to serve customers. Integrating systems can therefore help to reduce the number of programs they have to log in to and toggle between while serving customers.
- Sophisticated workflows: Ticketing rules can be combined with other contact centre capabilities, such as skill-based routing, to create highly sophisticated workflows.
- Managing internal tasks: Ticketing systems can also be used for managing and tracking internal tasks in a contact centre. These tasks may include creating email templates, scripts or training programmes.
What’s the difference between a ticketing system and email platform?
Ticketing systems are more advanced than email platforms such as Outlook or Gmail. Many small businesses use these platforms to manage their customer service requests because they are free and easy to use. However, larger businesses that receive higher volumes of customer enquiries will often need a more sophisticated solution.
Ticketing systems enable agents to pick up service and support cases from wherever they left off, with all information and supporting documents available in one place. Emails, however, can be easily lost between replies and forwards. Ticketing systems also offer more advanced automation and reporting capabilities, enabling businesses to create highly detailed workflows and custom reports.