Delivering consistently great customer service is hard. The right ticketing system makes it easy.
What Is a Ticketing System?
A ticketing system collects and manages all customer support interactions from different platforms, including phone, live chat, email, and social media. This management system enables IT, support agents, to route various types of tickets to the correct person, resource, or department to obtain the fastest resolution.
Ticket Lifecycle Stages
A ticket passes through multiple stages from the time it was created to the time it gets resolved. The entire journey of this ticket is known as a Ticket’s Lifecycle. Here are the stages of the ticket’s life:
• New – Ticket is generated.
• Open – Support agent will look into the ticket and perform the required action.
For example, the agent will assign the ticket to another operator.
• In-progress – The agent will resolve the issue raised.
• Solved – Issue has been resolved.
• Closed – The ticket is closed after the customer has been updated and all actions are completed.
Ticketing System Types:
There are different types of ticketing management systems that support incident management. Here are the two of them:
This includes basic help desk Ticketing System features and a streamlined customer support workflow. It enables customers or users to access the help desk, request a service, or report an incident. IT support agents can contact the customer and help them resolve the tracking issue. This software doesn’t always have extra features like self-service, knowledge base support, or live chat.
The Service desk follows the ITIL framework, which focuses on providing IT services and support for users. This software includes a more robust and customizable set of features such as knowledge base access, live chat capabilities, data capture and analysis, real-time reporting, omnichannel support capabilities, and workflow automation.
