How Automated Ticketing Systems Help Track and Solve Tickets to Maximise Customer Service

Help Desk Software / October 2021

To improve the management of your expanding customer base, a help desk ticketing system is key. It provides the automation tools needed to create, track, and manage support tickets. As well as improve how tickets are categorised and assigned. Ensuring they’re handled by the right support agents. Automating your help desk ticketing system has several benefits. Including increased customer retention rates and greater customer satisfaction levels. It can also generate tickets for multiple communication channels. Enabling you to provide omnichannel support for social media and live chat customers.

The Importance of a Help Desk Ticketing System

An automated ticketing system can be found in a Help Desk Software solution. It is used to help businesses provide greater customer service. Leading to an increase in customer satisfaction levels. As well as improved brand loyalty and higher customer retention rates.

With a help desk ticketing system, tickets are automatically created from customer requests. The automation continues, as tickets are categorised and assigned to agents. This helps to:

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

An automated ticketing system can also benefit your customers. A system allows tickets to be created across multiple communication channels. Including social media, live chat, email, text message, and phone. Meaning no requests go unanswered or are forgotten about. Essentially reducing the risk of a backlog for support teams. The quality of your team’s support can also be monitored through reporting functionality. Ticket inflow and SLAs become easier to track and you can reallocate resources where necessary.

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Using Ticketing Systems to Create and Track Tickets

An IT help desk ticketing system works by turning end-user requests into tickets. It then tracks and monitors the status of each ticket, displaying the process in a shared dashboard. Each ticket displays information regarding a request. Such as customer interaction, the channel used, solved status, and the assigned agent. The key to a good ticketing system is automation. By automating your customer support tasks, your support team can:

Categorize and Prioritize Tickets

Help desk systems enable you to automate otherwise manual and time-consuming tasks. Including updating ticket status and routing requests. But, two key areas that benefit from automation are categorising and prioritising tickets. You can set parameters that allow tickets to be organised as soon as they’re created. Parameters can include high priority users, customer location, and language.

Assign the Right Agent

To increase customer satisfaction and reduce wait times, tickets need to be solved quickly. 90% of today’s customers expect an immediate response to their queries. A way to achieve this is to distribute tickets to the right support agents. If a ticket is high priority, it will automatically be assigned to a more knowledgeable agent. If a customer request is in Spanish, it will be assigned to a Spanish-speaking agent.

Collaborate with Support Staff

Ticketing systems help to increase the level of collaboration between support teams. By using a centralised system to view ticket status, agents can work together. Essentially providing support and working together to solve a customer request.

Multichannel Ticketing System

47% of UK customers use five different forms of communication channels. This opens the door to provide support across multiple platforms, not just email and phone. A help desk ticketing system provides the tools to help create tickets from various channels. Allowing customers to contact support teams through their preferred choice of communication.

Help desk ticketing system channels

Increase Customer Service Satisfaction and Retention Rates

Automated ticketing systems provide several benefits. One that determines the success of your support tasks is customer satisfaction. There are several factors to how a help desk system can improve customer satisfaction. These include:

  • Speed of resolve
  • Availability of agents
  • 24/7 self-service resources (knowledge bases, live chat, and AI chatbots)
  • Omnichannel support

Another key area that can be improved with a ticketing system is customer retention. Customers expect businesses to have multichannel support and tools such as live chat. They also demand immediate resolves to issues. By providing this, you’re likely to retain your customers instead of losing them to competitors. This is key, as acquiring new customers can cost 5 times more than retaining existing ones.

Offer Omnichannel Support for Social Media Channels

Omnichannel support is seamless for the customer, no matter what support channel they use. For instance, a customer may contact your support team via Facebook Messenger. This triggers an automated response, with a ticket number, that is sent to the customer. But, after communication with an agent, the customer might get disconnected. This time, they decide to contact your support team via live chat.

What the customer wants is to be able to pick up where they left off. Without going through their issue multiple times. Something that two-thirds of consumers say is the most frustrating aspect of customer service.

A help desk ticketing system allows your support team to deliver an omnichannel experience. Agents can check the status of a ticket and find all the relevant information. Including a customer’s initial request, contact details, and actions. This initiative provides a positive experience for customers.

Monitor and Report on Ticketing System Performance

A robust ticketing system will have built-in monitoring and reporting capabilities. This gives the data needed to report on critical areas of your support workflow. Such as customer satisfaction rates, ticket volume, and improvement opportunities.

Based on these insights, you can manage each support team more effectively. Such as reallocating agents to avoid ticket backlogs. As well view a live reading of agent productivity. Indicating what support agents are performing well and which need further training.