What's a Ticketing System?

Want me to let you in on a客户服务secret? When a rep tells you they need to look into your case more and will have to follow up, most aren't rushing over to an expert to solve your problem. Instead, after the rep hangs up the phone he or she is probably taking another customer's phone call. Don't take it personally though, there's a method to this madness.

The rep is probably using an automated ticketing system that helps them keep track of their open cases. So, while the customer service rep is listening to the next customer's problem, they are simultaneously pinging a specialist to take a look at your case. When the specialist has an update, the rep can then relay the information to the customer via the ticket. The ticketing system creates an organized communication channel that significantly improves the rep's productivity.

随着您公司的不断raybet电子竞技增长和扩大客户群，您帮助台可能准备好采用票务系统。但是，在您这样做之前，重要的是要知道票务系统的功能以及如何改善代表的日常工作流程。

Ticketing systems help customer service teams better prioritize their assignments, so they can create a more enjoyable customer experience. Here's how a system like this really works:

How does a ticketing system work?

A ticketing system works by first creating a document, or "ticket," that records the interactions on a support or service case. The ticket is shared between both the rep and the customer and logs their communication to one continuous thread. If there's any confusion, or if a detail is overlooked, both parties can refer back to the thread at any point to review past information on the case.

Once the ticket is created, reps can then work on the issue on their end. When they have updates or a resolution, they can alert the customer via the ticket. If the customer has any questions in the meantime, they too can use the ticket to communicate with the customer service rep. The ticketing system then alerts the rep that there has been a response logged on the ticket, and the rep can address it immediately.

When the issue has finally been resolved, either the rep or the customer can close the ticket. Tickets can be reopened though if either party has any additional follow-up questions or requests. Instead of having to create a brand-new ticket with a different rep, the customer has access to the same person that they worked with before and can continue where they left off. Some ticketing systems even include built-in客户的反馈意见tools likeNPS®可以收集customer reviewsevery time a ticket is closed.

Benefits of Adopting a Ticketing System

The more customers that you have interacting with your business will lead to a higher volume ofcustomer support和服务案例。除非您雇用更多的客户服务代表以符合不断上升的需求，否则这种提升会给您的团队带来更大的压力，以同时多任务和解决问题。向您的帮助台is a great way to overcome this roadblock as it provides scalable solutions for your customer service reps.

Below are some of the main reasons why growing companies should consider adopting a ticketing system for their customer service and support teams.

组织

The most obvious benefit that a ticketing system offers is its ability to organize and catalog a high volume of support cases for an entire customer service department. Reps can easily manage multiple cases at once because each ticket is labeled and can be prioritized by its urgency. This comes in handy when dealing with critical situations where customers are filing large amounts of support and service tickets regarding a specific issue. A ticketing system helps you identify and segment these cases so that a designated task force can quickly address them in bulk.

Another benefit of the ticketing system is the centralization of information. The tickets are all stored into one software that can be searched and referenced for future cases. Not only does that help with customer service analytics, but reps can also use it to look up past cases that may have a solution related to their present problem.

Communication

如果您的公司提供raybet电子竞技omni-channel support experience，然后票务系统可以帮助您的团队将通信整合到一个线程中。好处omni-channel supportis that customers can access your customer service teams using a variety of different communication channels. However, the downside of this is that customers may not consistently use the same channel when troubleshooting an individual support or service issue. They may start by tweeting at your team, then calling for an update, all while expecting you to email them for the follow up. This can make communication really confusing especially for reps who deal with over 20 customers a day.

票务系统通过将所有通信转移到一个单独的线程来消除此问题。无论客户使用哪种媒介，互动始终都会记录到同一位置。即使客户最终与其他代表一起工作，该通信也可以转移到原始票证上。通过将信息合并到一个线程中，您的客户服务团队将不太可能错过可能导致更快分辨率的重要细节。

可访问性

With communication being limited to one shared location, ticketing systems make it easy for both the customer and customer service rep to communicate with one another. Customers can quickly access a ticket via their email inbox and send questions directly to the rep who is handling their case. This gives the customer a sense of empowerment as they feel they have a direct line to their customer service rep rather than a generic support inbox.

可访问性因素也受益于代表，因为它给它们施加的压力较小，无法快速解决案件。由于客户无法访问其个人电子邮件地址，因此代表可以自己的节奏工作，而不会受到不耐烦客户的消息的轰炸。代表在创建机票时还可以设定通信期望，以便客户知道期望的前进。这为客户服务团队提供了一定的力量，因为它允许代表决定他们的支持票的沟通速度。通过向客户提供这种类型的透明度，它创造了更具值得信赖的体验并改进customer satisfaction.

现在您知道了什么是票务系统以及如何改善客户体验,你可能渴望探索潜在的选择。我n the next section, we listed some of the best ticketing system software that we would recommend adopting for your customer service team.

5 Ticketing System Examples

Ticketing systems typically come as a featured part of most帮助台software. Depending on which one you choose, each system can offer unique features that benefit your team in different ways. When looking for a ticketing system for your company, it's important to consider both your客户的需求as well as your employee's workflow. Here are five ticketing systems that we believe will meet the demands of any customer service team.

1.HubSpot

HubSpot's help desk tools record, organize and track tickets all in one dashboard. Your team can see the status of the ticket, where it stands in your queue, and how long it's taking to resolve the ticket. The ticket is also synced to the customer's record in theCRMso that the customer service rep can view the customer's past engagements with the company. This combination of quantitative and qualitative data being readily available gives the rep more opportunities to改善客户体验.

HubSpot's ServiceHub tools can also benefit客户服务managersbecause they can use metrics like agent response time and ticket volume to effectively manage customer demand. A manager can analyze this data then coach his or her team on topics where they may need improvement. They can also relay these common roadblocks to the product development team who can take these cases into consideration when creating new products.

Price: Free

2.HappyFox

HappyFox是一个服务台软件，可作为其主要报雷竞技苹果下载官方版价之一提供票务自动化功能。其票务系统包括预填充票务属性，使得代表更容易创建和分配票务。它还包括可以与整个团队中的代表共享的票务模板。这有助于您的团队为所有门票创建统一的布局，从而为您的客户服务团队创建一致的品牌。

Price: $29/month

3.LiveAgent

LiveAgent's software automatically turns all of your communications with your customers into tickets. Then, it organizes and transfers the tickets to the appropriate employee or shared inbox. This helps employees streamline information across other departments that are outside of customer service. LiveAgent's offering also comes with forum,知识库，以及补充票务系统的常见问题工具。

Price: $9/month

4.前面

Front的目标是通过创建一个可以在整个团队中共享的服务台软件来连接整个客户服务部门。雷竞技苹果下载官方版Front的票务系统包括共享的支持收件箱，该公司可以通过公司的任何员工查看。raybet电子竞技共享收件箱使用单个电子邮件地址将服务请求收集到一个中央收件箱中。然后，个人可以为自己分配一张票，并通过其个人电子邮件地址做出回复。

前面also offers a shared drafts tool where employees can help each other with service and support cases. Responses to customer emails can be shared to the entire team and teammates can provide comments to each other using a tagging feature. This makes it much easier for customer service reps to collaborate on complicated issues in real-time.

价格:15美元/月

5.Azuredesk

Azuredeskis unique because it's ticketing system supports an unlimited number of email addresses. Users can connect as many emails as they would like, making it easy for you to include your entire customer service team. AzureDesk also makes it easier to integrate other support apps like JIRA and Slack into their ticket system because they provide a flexible API structure that's supportive of most customer service integrations.

Price: $9/month

To continue improving your customer service team, read about some essentialcustomer support resources.

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