A ticketing system is a software application used to track and manage customer support tickets. It serves as a central hub for customer service teams to organize, prioritize, and solve customer inquiries. Ticketing systems enable companies to provide efficient and consistent support across multiple channels.
Key Functions of a Ticketing System
Ticketing systems have a variety of features and capabilities to facilitate customer support operations. Here are some of the key functions:
Ticket Creation
Customers can submit support tickets directly within the ticketing system interface or through integration with other channels like email, live chat, self-service portals, social media, etc. Customers provide details like issue description, contact information, product details, attachments, etc. to create tickets.
Ticket Assignment
Once tickets are submitted, the system automatically assigns them to appropriate customer service agents based on factors like workload, expertise, availability, etc. Tickets can also be manually assigned by support managers.
Ticket Categorization
Tickets are categorized using tags like issue type (technical issue, account inquiry, refund request etc), product name, priority level, status etc. Categorization allows quicker identification and resolution of tickets based on their attributes.
Ticket Prioritization
Ticketing systems use priority levels like high, medium, low to prioritize incoming tickets. Criteria like severity, SLA compliance, customer value etc. determine the priority. Higher priority tickets get escalated for faster response.
Collaboration and Notifications
Teams can collaborate on ticket resolution by commenting, sharing attachments, linking related tickets, mentioning teammates etc. within the ticketing system. Email notifications on ticket assignment, updates, SLA breaches etc. can also be configured.
Knowledge Base
Reusable solutions to common problems are stored in a knowledge base and linked to relevant tickets for faster resolution. Agents can search the knowledge base when working on tickets.
Reporting and Analytics
Ticketing systems provide real-time and historical reporting on performance metrics like ticket volume, response time, resolution time, agent productivity etc. Managers can use these actionable insights to improve customer service operations.
Integrations
Leading ticketing systems integrate with tools like phone systems, chat platforms, customer databases, HR systems and ITSM platforms via APIs. This provides a unified workspace for agents and a seamless customer experience.
Self-service Portal
Customers can access a self-service customer portal to submit, track and manage their tickets without contacting support agents. The portal provides access to knowledge base articles, community discussions etc. as self-help resources.
Automation
Ticketing systems help automate repetitive support tasks like sending confirmations, assigning tickets, escalating SLAs, closing resolved tickets etc. based on predefined business rules. This improves efficiency and consistency.
Benefits of Using a Ticketing System
Here are some of the major benefits of using a ticketing system for customer support:
Improved Efficiency
By centralizing support requests from all channels into one system, teams can manage tickets more efficiently instead of tracking them across emails, spreadsheets etc. Features like automation further boost productivity.
Enhanced Tracking and Reporting
Complete audit trails and reporting provide visibility into individual and team performance through metrics like response time, resolution time, case volume etc. Trends can be analyzed to identify areas for improvement.
Increased Accountability
Tickets are assigned to individual agents who are responsible for its end-to-end resolution. Managers can track agent productivity and customer satisfaction metrics for each agent to drive accountability.
Seamless Collaboration
Teams can work together on ticket resolution seamlessly through features like shared ticket queues, notifications, @mentions, notes etc. Expert agents can also mentor new hires by reviewing their tickets.
Reduced Resolution Time
Prioritization, SLA tracking, and escalation workflows ensure high priority tickets get addressed faster. Reusable solutions in knowledge base also lead to quicker resolution of repeat issues.
Improved Customer Satisfaction
With faster response and resolution times, customers get timely and consistent support leading to higher satisfaction. Self-service options also enable them to get help without contacting agents.
Enhanced Customer Communication
Unified customer profiles and interaction history across channels provides agents greater context for personalized and informed communications with each customer.
Increased Scalability
Cloud-based ticketing systems make it easy to scale support operations up or down as per business requirements without expensive hardware or infrastructure costs.
Better Resource Planning
Historical and real-time reporting from ticketing systems help anticipate support volume and staffing needs. Managers can adequately plan and allocate resources.
Common Features in Ticketing Systems
While all ticketing systems aim to help teams manage customer inquiries efficiently, they offer different sets of features. Here are some of the most common capabilities:
Web-based Interface
A web-based console providing intuitive access to all ticketing functions from any device and location. No downloads or installs needed.
Email Integration
Ability to create, manage, and respond to tickets over email right from the ticketing system interface.
SLA Management
Set up SLA policies specifying response and resolution times and track compliance by priority and ticket type.
Ticket Fields and Forms
Custom fields to capture additional information from customers while submitting tickets. Forms simplify data collection.
Custom Queues
Flexible ticket queues to route tickets to the right teams and agents based on attributes like product, issue type, priority etc.
collision Support
Let customers check status and comment on existing tickets within the self-service portal.
Reporting and Dashboards
Pre-configured and customizable reports on performance and workload to derive business insights.
Tags and Filters
Use tags to categorize tickets for easier search and filtering across key attributes.
Integration APIs
Integration capabilities to connect with other business applications through REST APIs and webhooks.
Multi-Channel Support
Omnichannel capabilities to manage and track tickets from email, live chat, calls, self-service portal etc.
Assignment Rules
Automatic assignment of tickets to appropriate agents based on preset criteria to streamline workflow.
Escalation Rules
Automatic escalation of overdue tickets to higher priority levels or different agents based on elapsed time.
Popular Ticketing Systems
There are a wide variety of ticketing system platforms used by customer service teams. Here are some of the popular options:
Ticketing System | Key Features |
---|---|
Zendesk | Omnichannel support, advanced reporting, custom views and fields, SLA policies, automation |
Freshdesk | Email and social media integration, multi-brand support, collaboration tools, self-service portal |
HubSpot | Seamless integration with HubSpot CRM, simplfied interfaces, automation workflows, reporting |
Jira Service Desk | ITIL support, change management, developer API, resource planning, custom fields |
HappyFox | Conversational ticketing, knowledge base, SLA policies, custom fields and forms, reports |
Help Scout | Shared team inbox, automation, doc and screen sharing, analytics, self-service portal |
Salesforce Service Cloud | CRM integration, entitlement management, case assignment rules, macros and quick text, omnichannel |
Teamwork Desk | Project management integration, custom fields, Google Analytics, canned responses, mobile access |
Spiceworks | Free help desk software, cloud and on-prem options, inventory management, community forums |
Vision Helpdesk | Lightweight, easy to use, custom form builder, task management, reports, mobile access |
Choosing the Right Ticketing System
With so many ticketing platforms available, businesses need a structured approach to select the right solution for their needs. Here are some key aspects to consider during your evaluation process:
Deployment Method
SaaS/cloud-based ticketing systems are easier to deploy while on-premise options allow greater control and customization. Consider your IT preferences, compliance needs etc.
Ease of Use
The system’s interface should be intuitive for agents of all technical skill levels to use with minimal training. Prioritize simplicity.
Omnichannel Support
Evaluate if the system supports your current and future customer service channels like email, live chat, social media, self-service etc.
ITSM Capabilities
If you need ticketing tied to IT Service Management frameworks like ITIL, verify ITSM-centric features are available.
Reporting and Analytics
Assess the depth and flexibility of reporting to get actionable insights from your customer support data.
Customization Options
Review custom fields, forms, views, branding options etc. to tailor the system to your unique processes.
Integration Ecosystem
Consider what other business systems you need to integrate with like CRM, telephony, chat tools etc.
Mobility
Evaluate if the system has companion mobile apps or responsive design to support agents on-the-go.
Pricing and Plans
Factor in number of users, features needed and budget to choose the right pricing plan.
Implementation and Training
Understand the onboarding, training and ongoing support offered to ensure smooth adoption.
Customer Support
Check ratings and reviews by other users to ascertain the vendor’s service reliability and responsiveness.
Using Ticketing Data for Business Impact
The wealth of customer support data within ticketing systems can provide valuable business insights beyond the customer service department. Here are some examples of how companies can generate business impact from this data:
Identify Upsell Opportunities
Analyze ticket details to find customers who could benefit from upgraded versions of your products or new product lines based on their issues and use cases.
Improve Product Development
Use feedback and pain points within tickets to guide your product roadmap and engineering backlog to address customer needs proactively.
Reduce Customer Churn
Segment data to identify at-risk customers based on support patterns like increased tickets, critical issues etc. Retain them with proactive outreach.
Personalize Marketing Campaigns
Integration with CRM systems helps contextualize ticketing data to craft targeted promotions and recommendations for each customer.
Optimize Self-service
Identify frequently asked questions to strengthen knowledge base articles and chatbot conversations that deflect tickets.
Improve Agent Productivity
Analyze resolution times, CSAT trends etc. to create standardized responses, streamline workflows and ramp up training to boost productivity.
Reduce Operational Costs
Leveraging ticketing data to implement automation, self-service adoption and optimal staffing helps lower customer service costs.
Strengthen Compliance
Ticketing audit trails help verify adherence to internal SLAs, external regulations, and contractual agreements.
Conclusion
Ticketing systems form the core of modern customer support operations. They enable teams to deliver efficient, consistent and measurable service across expanding customer channels. When combined with complementary technologies like AI and automation, ticketing platforms help drive higher customer satisfaction along with business growth using data-driven insights. As customer expectations evolve, the right ticketing system becomes critical for scalable and cost-effective support. With a robust feature set and thoughtful implementation strategy, businesses can maximize their return from the ticketing system investment.