Ticket Tracking Systems

Ticket tracking systems are software applications that enable users to record and then follow a customer’s inquiry or ticket progress. Users can follow the progress in their inbox until the ticket issue or inquiry has been sorted. The ticket tracking cycle begins when a customer makes an inquiry and ends when they leave feedback regarding the support provided.

The matters being tracked range from development inquiries to bug reports. When there are many different customers with different inquiries, the ticket tracking system will create tickets for each customer. Then, agents can use a ticket tracking system to follow the progress of the issues until completion. Afterward, agents can apply patches to confirm that the problems have been sorted.

Ticket Tracking System

Ticket Tracking System Features

A ticket tracker should ensure that the tracking process is error-free, goes smoothly, and eases customer service provision. Features of a ticket tracking system include:

1. Initial stage error detection

When there is early detection of an error, e.g., bugs, you will save considerable amounts of energy and time. Ticket tracking systems give real-time notification of defects or bugs. Overall delivery complexity is reduced because late detection will negatively affect a business and its clients.

2. Developmental Cost

A ticket tracking system has the ability to reduce developmental costs and even give tracking solutions for nimble projects. It is able to handle projects that have varying complexity levels. Handling inquiries without tracking tools is cumbersome, more so when reporting to each team member. A tracking toll will notify all members about an inquiries’ current status.

3. Better accessibility

A robust ticket tracking system enhances accessibility. They have preview panes that give agents the ability to cross-verify tickets with just one click.

4. Channels

An omnichannel ticket tracking system means it can integrate with a variety of communication channels. Customers can request and inquire using a channel of their choice from the same tab. Some of the communication channels include web form, telephony. Live chat and e-mail.

5. Loop for customer feedback

Once a ticket has been closed, the system needs a survey option to find a customer’s take on the services provided. This feedback and analytics will make it easier for you to improve and modify your service provision continually.

Ticket Tracking Software types

There are many ticket tracking systems available in the helpdesk market. Here are some of them:

  • Freshservice
  • Airbrake
  • HappyFox
  • Backlog
  • Zoho
  • Atlassian Jira
  • HubSpot
  • Zendesk
  • Web Help Desk
  • Liveperson

How will you know if your ticket tracker is working?

If you are curious as to whether your ticket tracking system is working well or not, here are some ways you can tell:

  • Is the tracking system fast?

Customer service needs to be fast. That is why many customers state that a fast answer is a major requirement as far as service delivery is concerned. The ticket tracker should give agents an instantaneous, clear vision of a client’s contact points, returns, purchases, etc.

  • How accurate is it?

Speed and accuracy go hand-in-hand. Providing accurate information to customers is a must-do. What’s even less obvious is the manner in which you have to do it. Amongst the better methods is the generation of a KB (Knowledge Base), which they can access to find their answers. The creation of a KB needs to be a collaborative effort. That way, each team member will have a chance to give their expert opinion on topics they are good at. This will improve your company’s customer experience.

  • Is it user-friendly?

This Intuitive software allows agents to understand and navigate with ease. As such, you won’t waste time training employees time and again. With a user-friendly ticket tracking system, users can easily figure out and even retain, most without any help.

  • What’s your team’s take on the system?

It is important that your team likes the ticket tracking system you’re using. Failure to which, productivity will drop significantly. Employee happiness and retention might also be affected negatively. Work together with your team to identify a suitable setup. That way, you will be at the core of great customer service.

Conclusion

These tracking tools reduce bugs, thereby enhancing customer satisfaction and project delivery. Support roles requiring face-to-face interaction with the customer are quite fast-paced. To be able to master these roles, a team needs to be organized. Ticket tracking software is a fundamental tool used in customer support. It helps organize incoming requests efficiently. All in all, ticket tracking shouldn’t be hard. It should be comprehensive, user-friendly, and straightforward.

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