What Is a Help Desk Ticketing System & Why It’s Essential for Customer-Focused Businesses


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For any customer-focused operation that requires IT support teams to interact with and provide support to customers, implementing a help desk ticketing system is essential. By integrating a functional ticketing system alongside a Helpdesk Software tool, businesses and support agents are able to streamline the entire customer support process. With the aim of delivering exceptional customer service to increase overall customer retention.

What Is a Help Desk Ticketing System?

A help desk ticketing system is a critical feature of any Help Desk Software solution and provides support teams with the right tools to automate, customize, prioritise, and assign customer requests.

An effective ticketing system is designed to convert enquiries from multiple communication channels into tickets, which are then stored in one manageable and centralized database. Whether communication comes via email, social media, live chat, text message, or phone.

With all customer support tickets stored in one place, support teams and agents have greater clarity as to what the problem is and how to solve it. As well as finding solutions within a time scale that customers expect. For instance, most Facebook and Twitter users will expect a response to their query in under 60 minutes.

Moving away from shared inboxes and embracing a help desk ticketing system is essential for businesses wanting to improve their customer support. Particularly those organizations that are targeting an increase in customer retention rates. After all, it can cost businesses up to five times more to acquire new customers than it does to retain existing ones.

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The Importance of Using a Help Desk Ticketing System

A help desk ticketing system is deployed to help businesses provide their customers with a better service experience. This, in turn, leads to an increase in customer satisfaction, brand loyalty, and higher customer retention.

Through the use of Help Desk Software and an effective ticketing system, support staff are able to automatically create and categorize customer requests. Allowing urgent issues to be dealt with immediately and bringing more organization to the support process. As a result, a help desk ticketing system helps businesses to:

  • Provide better support to customers
  • Reduce wasted time spent on manual ticketing processes
  • Reduce long-term costs
  • Improve brand loyalty
  • Increase customer retention rates

Not only can the use of a helpdesk ticketing system improve a support team’s process, but it can also benefit the customers using it. Support agents can manage enquiries, complaints, and issues from any channel that a customer uses – all from one centralized dashboard. Meaning that no requests go unnoticed or forgotten about and reducing the risk of a ticketing backlog.

The quality of customer support provided by a support team can also be monitored more accurately through reporting functionality. Ticket inflow and SLAs become easier to track and supervisors can reallocate resources where necessary.

Using a help desk ticketing system to enhance your service and support processes

How Ticketing Systems Can Benefit Businesses and Their IT Support Teams

1. Automating the Ticketing Process

A key factor for improving a business’s overall customer support experience is speed; the speed of identifying tickets, the speed of assigning tickets to agents, and the speed of resolving tickets. This is achieved by automating the entire ticketing process.

Without an automated help desk ticketing system, customer queries would need to be registered manually either through a shared email inbox or via spreadsheets. This entails various manual data entry and can be a time-consuming process. But, one of the main features of deploying a help desk ticketing system is its ease of automation.

With automated ticketing, customer queries are captured automatically from all communication channels such as email, phone, SMS and social media. This allows support agents to spend less time entering data and more time resolving problems.

2. Assigning Tickets to the Right Agents

Ticketing systems allow support teams to tag open tickets in order of priority and assign them to the right help desk agent. Not only does this allow agents to determine requests that need to be dealt with first, but it also means certain customer queries are being solved by the most knowledgeable support staff. Effectively speeding up the process of resolving a customer’s ticket.

Being able to prioritise tickets on a needs-first basis means customers with the most urgent issues will get their issue resolved with priority support. Businesses are also able to use ticket prioritization to identify and support their most valuable customers. Such as those that generate a higher level of income for your business.

Customers expect an immediate response to their tickets

3. Opening Customers Communication Channels

Not only does a ticketing system help to speed up customer response times, but it also improves a business’s communication process and customer satisfaction rates. Nowadays, when a customer submits a request, they’ll want to know that it’s being dealt with straight away. In fact, 90% of customers say that an immediate response is important. In this case, they expect agents to contact them within 10 minutes or less.

Another way to improve communication support is for teams to integrate a help desk ticketing system alongside a knowledge base or set of FAQs. This allows support agents to quickly find relevant information and answer queries instantly.

For example, a customer may be experiencing problems logging into their online account. A support agent will spot this and provide the customer with a link to an article in the knowledge base that explains how to troubleshoot login problems. This enables the customer to solve an issue themselves, without having to wait for an agent.

4. Creating an Omnichannel Experience

Omnichannel is proven to be one of the best services for providing a good customer experience. It might sound like a marketing buzzword, but it’s an experience that all support team staff should be aware of. An omnichannel experience is entirely seamless for the customer, no matter which support channel they use to contact a business.

For example, a customer could contact a support agent via phone. This triggers an automated email response, with a ticket number, that is sent directly to that customer. But, after communication with the agent, the customer might get disconnected. Instead of phoning again, they decide to contact a support team member via the business’s live chat feature. What the customer wants is to be able to continue their previous conversation and pick up where they left off, instead of going through their issue multiple times. In fact, two-thirds of consumers say that repeating themselves to multiple representatives is one of the most frustrating aspects of customer service.

With a help desk ticketing system that is supportive of an omnichannel experience, support agents are able to check the history of an opened ticket and find out all the relevant information. Including the customer’s initial request, their contact details, and what action has been taken so far. This initiative provides a positive experience for the customer, which is the major driver of customer loyalty for 73% of consumers globally.

5. Monitoring Ticketing System Performance

A robust help desk ticketing system will have built-in monitoring and reporting capabilities that support service level agreements (SLAs). This gives support team managers the information they need to check satisfaction rates, ticket volume, and in which areas support is needed the most.

Based on detailed insights, a supervisor can manage their team effectively and reallocate agents when needed. Thus avoiding ticket backlogs and subsequent complaints.