What is the Ticket System?

Ticket support system is software that allows customers to manage tickets, or support requests, created for the products or services they have purchased, from a central channel.

All requests reaching representatives are organized by the system and classified according to their subject and priority. Thus, processes that normally take a long time are automated. Thanks to this order and teamwork-oriented support system, representatives work more efficiently and solve customers’ problems faster.

What is the Importance of the Ticket System for Businesses?

Let’s say you have an online store and you are engaged in e-commerce. Many of your customers want to reach you through different channels such as phone, e-mail, Facebook, WhatsApp, Instagram for various reasons such as shipping problems, invoicing, payment methods and return requests. 

Moreover, all customers have similar expectations when submitting their questions:

• Instant response to your requests
• Satisfactory and fast solution 
• instant notification

Thanks to a good ticket support software, it is possible to collect all requests in a single system and quickly meet your customers’ expectations.

Otherwise, keeping track of questions and requests coming through different channels becomes a pain. As a result, you will probably miss some messages and give your customers a bad experience.

Features of an Easy-to-Use and Effective Ticket Software

A ticket system software, that is, support request software, should first stand out with its ease of use. Complex and difficult to use software can place a large workload on the support team and ultimately reduce productivity.

Within the framework of this understanding, Freshdesk has equipped its highly efficient ticket system with some features:

All requests are processed into the support system

Each question or request that reaches you through different communication channels is automatically converted into a support request and processed into the system. 

In this way, all interactions your customers have with your representatives are recorded and can be easily reviewed later.

 

Common inbox for the entire support team

All requests are collected in one inbox. The following operations can be performed with this system, which enables the support team to work collaboratively and efficiently:

• Support requests can be prioritized according to keywords.
• Each request can be assigned to specific customer representatives or departments.
• High priority requests can be quickly discovered and flagged for processing before other requests, thanks to advanced filtering features.

 

Detect conflicts

It is tracked which representatives have previously viewed and responded to support requests. 

In this way, more than one representative can be prevented from wasting time on the same request.

Create canned answers

It allows you to create ready-made answers for the most frequently asked questions depending on your service area or the most frequently asked questions by your customers during certain busy periods. Additionally, responses to recurring support requests can be saved for later reuse.

Thanks to this feature, your customers receive instant answers to their questions, while your representatives do not have to type the same answer many times during the day, saving time.

 

Get notified about updates

The smart notification feature in the Freshdesk ticket system provides updates on the status of support requests to you and your customers.

Thus, while your customers are aware that their requests are being processed, your team can analyze the latest status of the request.

 

Track performance

While you can monitor the general performance of the support team through the activity log, you can also track the performance of some teams and representatives specifically.

Monitoring the performance of each teammate separately is important in terms of discovering new ways to work more efficiently and increasing employee motivation by rewarding successful representatives.

How to Resolve a Support Request in 3 Steps? 

Now let’s take a look at how a support request is resolved through Freshdesk ticket customer software.

Assign the created request to an agent

Assign a customer request that lands in your inbox automatically or to a representative of your choice. If the issue requires a collaborative solution, include other representatives in the request.

Distribute tasks

It is quite normal for a support request to concern many departments of the company. Share tasks according to the team’s expertise and ensure that the focus is on solving the problem. Communicate updates to the customer.

Assemble the pieces and present a solution to your customer

Combine the responses from each team member and write an answer to your customer that resolves their issue.

Free Ticket System for Small Businesses and Startups

If you are a startup, like any newly established company, you probably have a limited budget in the beginning and you will be extremely careful with your expenses. 

Additionally, as a requirement of this situation, you may want to provide support to your customers through free channels such as e-mail or social media without paying for ticket systems.

But as your company grows step by step, it becomes inevitable to provide more comprehensive support to your customers.

Freshdesk offers you a free starter pack for small businesses and startups to try out the most advanced ticket software before they even get there. Thus, even the smallest companies can understand the difference of using professional support software at an early stage.

Advantages of Using Ticket System

Increase customer engagement

Combining every request reaching your call center into a single inbox increases your operational speed and interaction with customers.

Ultimately, making the solution easier and faster increases your customers’ loyalty and your success.

Discover the power of teamwork

Freshdesk ticket system, developed for teamwork, enables the support team to work simultaneously and resolve problems more quickly in cases where task sharing is required.

By adhering to the ticket system, you can include new team members in the support ticket at any time or engage third parties outside the company through the system.

Empower your customers to solve their own problems

You can direct your customers who create a support request to help articles, thanks to the Freshdesk support system, so that they can discover the solution themselves. This way, your team can use their time more efficiently and focus on high priority problems.

Meet more functions every day

Enhance your ticket support software by adding new features and functionality with over 500 apps available in the Web Marketplace .

In this way, you can turn the software from just a support request system into a comprehensive customer relationship management tool.

Leave simple tasks to artificial intelligence

Focus on creating the best customer experience while artificial intelligence handles simple but time-consuming tasks on your behalf.

For example, automate the automatic distribution of incoming requests to representatives within the framework of the rules you set or the recording of the most frequently asked questions.  

Shed light on your performance by tracking metrics

Freshdesk ticket software’s dashboards and reporting panels reveal support request trends and patterns without the need for any additional processing.

You can create new insights based on existing data and optimize your workflow accordingly.

Use of Ticket Software on Social Media

If your corporate accounts are very active on social media, it is easy to receive messages and comments at any time. Moreover, only the relevant messages and comments should reach customer representatives.

A good ticket software comes into play at this point, making it easier for you to distinguish relevant and unimportant messages.

It ensures that comments and messages containing the keywords you define in the system are sent to the support system. In this way, it is possible to quickly respond to support requests on social media.

4 Tips for Choosing the Best Ticket Support Software

If having so many options is confusing, check out these 4 tips for choosing the best ticket system:

1. Integration capacity

Some businesses receive a lot of e-mail from their customers, while others receive support requests via social media or the live support section on their website .

Identify the channels your customers use most to reach you and make sure that the software you choose can work integrated with these channels. Otherwise, you may even face the risk of losing your existing customers because you will neglect support requests.

2. Being user friendly

The main purpose of a ticket software is to help your customers and make the job of your employees easier. A software that meets these conditions must have a user-friendly interface.

In addition, you should not forget that when you use easy-to-use software, your staff will not need a difficult training process and thus you will save time.

3. Pricing

As with every service or product, price is important in ticket systems. However, since the functions of the customer support system are diverse, the features included in the price should be examined in detail. 

For example, customer support for B2B companies requires a simpler solution than for B2C companies.

Therefore, budget-friendly software that offers services that meet the needs should be preferred.

4. Software Support

One of the most important selection criteria should be the accessibility of the company developing the ticket system and its speed of responding to your requests.

Because when using the ticket system, you may encounter unexpected problems at any time and need to get support from the company that developed the ticket system.

Therefore, reading comments about companies’ customer support on the internet and reaching out to companies that develop ticket systems for any reason and measuring their support performance can be instructive.

Try Our Ticket System Now

Cloud-based ticket system Freshdesk is the best way for small and medium-sized businesses to professionally manage customer support and make it more efficient.

Its intuitive and user-friendly nature, artificial intelligence-supported features and the ability to improve its features with hundreds of additional applications distinguish Freshdesk from other ticket systems.