A knowledge base is commonly present since it contains information about each client and answers to common problems. Within the system, a ticket element is a live report on a specific issue, status, and any other vital information. It is essential in a help desk or a call center setup.
They always include a distinctive reference number, known as an issue, case, or call log number, that allows the support staff to quickly identify, add or convey the progress of the customer's complaints or request.
Therefore, these trouble ticket tracking systems enable the company's customer care department to respond to their client concerns systematically and timely.
4 Different Types of Tickets Solved by Trouble Ticket Tracking Systems
1. Question Tickets
Customers may contact your company because they have a query. They might want to change their payment methods, update their contact details, or add new users to their accounts. These tickets are marked differently from those issuing a complaint by trouble ticket tracking systems.
The information proceeds to an agent who can contact the client with the most up-to-date information to answer their query.
2. Incident Tickets
When an issue that negatively impacts many clients at once happens, you'll probably get many tickets alerting you of the problem. The trouble ticket tracking systems combine all incoming incident tickets related to that problem.
After resolving the issue, a label indicates the issue as "solved," hence saving your agents the time to handle each Ticket individually.
3. Task Ticket
The assignment of this Ticket goes to a specific agent in the customer care department. The task ticket's due date is marked to notify the team of the time frame needed to solve the ticket efficiently.
1. Problem Tickets
Unlike incident tickets, Problem tickets are only available to specific users. It could be due to a flaw in the product or because the client is experiencing a unique problem with their particular product which no one else has encountered.
Even if the problem is exclusive to one user, it may indicate a more significant problem that may have gone unreported. Therefore, these tickets may stay open for a little longer than incident tickets.Benefits of Using Trouble Ticket Tracking Systems
Saves Time
When a client submits a request, the agent should respond as soon as possible. Since time is precious for agents who have to deal with many tickets, the trouble ticket tracking systems help them provide instant service.
Automation prioritizes tickets based on their status or remaining time. The technology can recognize keywords in searches and pull relevant solutions from its knowledge base. As a result, management ensures that they forward the clients' questions to an attendant who can respond as soon as possible.
Transparency
The trouble ticket tracking systems make it easy to deploy support resources since it's possible to see which departments receive the most requests. Supervisors can formulate the steps required, the progress of previous customers' issues, and the exact employee handling the matter.
It helps the supervisor monitor each employee's efficiency by running a report on all tickets handled in the last month. Therefore, the system enhances accountability by creating a baseline to ensure a comprehensive solution to customers' issues according to the company's policy and standards.
Multi-channel Capability
Customers can contact you via various methods with a trouble ticketing system. The system collects tickets from multiple sources and arranges them in one location so that agents may reply to them quickly from a single tab.
Promotes Collaboration
Agents and support teams can collaborate despite being in different departments to find solutions when using trouble ticket tracking systems.
Team collaboration features in the program allow the team to communicate and collaborate without losing context. A team chat is one feature that helps the staff to discuss customers' concerns collectively.
Facilitates Continuity
When a team member leaves, it's easier to reorganize their workflow. The supervisor only needs to check the system on the tasks assigned to the employee and reassign the job to another agent.
Conclusion
Trouble ticket tracking systems are tools that your customer service agents can use to effectively manage clients' complaints and queries. Having this system in place will help to ensure that any issues brought forward are immediately solved to prevent customers' frustrations.