What is trouble ticket? A trouble ticket is a system tool an organization uses to monitor the detection, reporting and resolution of tickets from customers. An ideal trouble ticketing system should help you manage every part of the ticketing process, which begins when your customer submits a ticket and ends when your agents receive the customer’s feedback on how their issue was resolved.
A multichannel ticketing software collects all support tickets from different channels and organizes them in one place. This helps agents reply to all of them from the same tab. These channels include:
Email: All your customer emails get pulled into a convenient interface where agents can respond to them easily. This is the best way to handle customer service emails, especially when you use several email addresses.
Web form: Embed a customizable web form widget on your website that will help your customers fill out a form with the details you need and submit their questions as tickets.
Social media: Your reps can view and manage your communication with your customers via social media. You can reply to tweets and posts from your help desk and even set keyword alerts.
A trouble ticketing cycle does not end until your team receives the customer’s feedback. With the help of a ticket tracking system, agents can ask the customer for feedback about the service received after their issue has been resolved. This helps agents understand which areas they’re strong in and which areas they need to improve.
Feel free to contact E-SPIN for any project and operation requirement related to support ticket system, helpdesk system or integration of existing systems (network monitoring system, system monitoring system, datacenter monitoring system).