5 Ways a Ticketing System Will Streamline Your Customer Service and Support


A ticketing system, commonly found in service desk and help desk solutions, is used to centralise and track all customer interactions. These interactions can be in the form of questions, issues, feedback and complaints.

By integrating a ticketing solution that works across multiple channels of communication, it enables you to streamline and improve your customer support processes. With the overall aim to deliver better customer service and boost engagement.

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In this article, you’ll discover the five best ways in which a ticketing system can enhance your service and support processes. We’ll cover:

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

Enable Automated Ticketing Systems

Without ticketing software, customer complaints and questions would have to be registered manually. As you know, this process can involve a lot of time-consuming data entry.

But, one of the main features of an effective ticketing system is its ease-of-automation.

Also Read: 5 Smart Ways Multichannel Help Desk Support Can Boost Your Customer Retention Rate »

With a solution in place, support tickets are captured automatically from all forms of channels such as email, phone, SMS and social media. This allows your support agents to spend less time entering data and more time resolving problems.

Prioritising and Assigning Tickets to Agents

Ticketing software allows for tickets to be tagged according to priority and assigned to different support agents. This helps agents determine the most critical requests to be dealt with first.

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.

You’re also able to use ticket prioritisation to identify and support your most valuable customers or clients. Such as those that generate a higher level of income for your business.

Improving Communication with Customers

Not only does ticketing help to speed up customer response times, but it also improves the communication process and customer satisfaction rates.

Customers expect an immediate response to their tickets

Nowadays, when a customer submits a request, they’ll want to know that it’s being dealt with.

90% of customers say that an ‘immediate’ response is important. In this case, they expect you to contact them within 10 minutes or less.

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

Also Read: How a Knowledge Base Can Improve Your Help Desk Processes »

For example, one of your customers may be experiencing problems logging into their online account. Your 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 allows your customer to help themselves quickly without having to wait for their ticket to be answered.

Generating an Omnichannel Ticketing System 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 help desk managers should be aware of.

An omnichannel experience is entirely seamless for the customer, no matter which channel they use to contact you.

Generate an omnichannel ticketing system experience

Imagine a customer contacts your support team via phone. This triggers an automated email response, with a ticket number, that is sent directly to the customer. But, after communication with one of your support agents, the customer gets disconnected. This time, they decide to contact your team via live chat.

What the customer wants is to be able to continue their previous conversation and pick up where they last left off, instead of going through their request 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 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.

Monitoring the performance of support agents

A robust ticketing system will have built-in monitoring and reporting capabilities that support service level agreements (SLAs). This gives service supervisors 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.

How to enhance your ticketing system with Help Desk Software

A help desk solution that incorporates a ticketing system can help your business to provide better customer service. This, in turn, leads to an increase in customer satisfaction, brand loyalty and higher customer retention.

Customer retention is crucial for the long-term success of your business, not least because it’s five times more costly to get a new customer than it is to retain one.

Customer retention is crucial for the long-term success of your business

Through a ticketing system, you can automatically create and categorise support requests so that the most urgent issues can be dealt with immediately. This brings more organisation to your support processes and agents become more productive as a result.

Customers will benefit from an effective ticketing system in several ways, starting with faster response times. Agents can manage enquiries, complaints and issues no matter which channel a customer uses, all from one centralised dashboard. Meaning no support request go unnoticed and resulting in less risk of a backlog.

The quality of customer support can be monitored more accurately through help desk software and reporting functionality. Ticket inflow and SLAs become easier to track and supervisors can reallocate resources where necessary.

Discover more by reading our Help Desk Software buyer’s guide.