What's a Ticketing System?

Want me to let you in on acustomer service秘密？当代表告诉您他们需要更多地调查您的案件并必须跟进时，大多数人都不会急于解决您的问题。取而代之的是，在代表挂断电话后，他或她可能正在接听另一个客户的电话。不过不要亲自考虑，这是一种疯狂的方法。

代表可能正在使用自动票务系统，该系统可以帮助他们跟踪开放式案件。因此，尽管客户服务代表正在聆听下一个客户的问题，但他们同时介绍了专家以查看您的案例。当专家有更新时，代表可以通过票证将信息传递给客户。票务系统创建了一个有组织的通信渠道，可显着提高代表的生产率。

As your company continues to grow and expand its customer base, yourhelp deskmay be ready to adopt a ticketing system. However, before you do it's important to know what a ticketing system does and how it can improve your reps' daily workflow.

Ticketing systems help customer service teams better prioritize their assignments, so they can create a more enjoyable customer experience. Here's how a system like this really works:

How does a ticketing system work?

A ticketing system works by first creating a document, or "ticket," that records the interactions on a support or service case. The ticket is shared between both the rep and the customer and logs their communication to one continuous thread. If there's any confusion, or if a detail is overlooked, both parties can refer back to the thread at any point to review past information on the case.

Once the ticket is created, reps can then work on the issue on their end. When they have updates or a resolution, they can alert the customer via the ticket. If the customer has any questions in the meantime, they too can use the ticket to communicate with the customer service rep. The ticketing system then alerts the rep that there has been a response logged on the ticket, and the rep can address it immediately.

当问题最终解决后，代表或客户可以关闭机票。如果任何一方都有任何其他后续问题或请求，则可以重新打开门票。客户不必与其他代表创建全新的票，而是可以访问他们以前与之合作的同一个人，并且可以继续他们离开的地方。一些票务系统甚至包括内置customer feedbacktools likeNPS® which can collectcustomer reviewsevery time a ticket is closed.

采用票务系统的好处

您与业务互动的客户越多，会导致更高的数量customer supportand service cases. Unless you hire more customer service reps to match the rising demand, this uptick puts more pressure on your team to multi-task and resolve problems simultaneously. Adding a ticketing system to yourhelp deskis a great way to overcome this roadblock as it provides scalable solutions for your customer service reps.

以下是成长中的公司应该考虑为其客户服务和支持团队采用票务系统的一些主要原因。

Organization

票务系统提供的最明显的好处是它可以组织和对整个客户服务部门的大量支持案例进行分类的能力。销售代表可以轻松管理多个情况，因为每个机票都被标记了，并且可以通过其紧迫性优先考虑。在处理客户正在就特定问题申请大量支持和服务票的关键情况时，这很方便。票务系统可帮助您识别和细分这些案例，以便指定的工作队可以批量解决这些案例。

Another benefit of the ticketing system is the centralization of information. The tickets are all stored into one software that can be searched and referenced for future cases. Not only does that help with customer service analytics, but reps can also use it to look up past cases that may have a solution related to their present problem.

Communication

If your company is offering an全渠道支持经验, then a ticketing system can help your team consolidate communication into one thread. The benefit ofomni-channel support是客户可以使用各种不同的沟通渠道访问您的客户服务团队。但是，不利的一面是，在解决个人支持或服务问题时，客户可能不会始终使用相同的渠道。他们可能会首先在您的团队上发推文，然后呼吁更新，同时期望您通过电子邮件将其发送给他们以进行后续。这可能会使沟通确实令人困惑，尤其是对于每天与20多个客户打交道的代表。

Ticketing systems eliminate this problem by moving all communication to one individual thread. No matter which medium the customer uses to reach out, the interaction is always logged to the same place. Even if the customer ends up working with a different rep, that communication can be transferred over to the original ticket. By consolidating information to one thread, your customer service team will be less likely to miss important details that may lead to a faster resolution.

Accessibility

由于沟通仅限于一个共享位置，票务系统使客户和客户服务代表都可以轻松地相互通信。客户可以通过电子邮件收件箱快速访问机票，并直接向处理案件的代表发送问题。这给客户带来了授权感，因为他们认为自己有直接的客户服务代表，而不是通用的支持收件箱。

The accessibility factor also benefits the rep because it puts less pressure on them to quickly resolve cases. Since customers don't have access to their personal email address, reps can work at their own pace without being bombarded by messages from impatient customers. Reps can also set communication expectations when creating the ticket so that customers know what to expect moving forward. This gives some power to the customer service team because it allows reps to dictate the pace of communication on their support tickets. By providing that type of transparency to the customer, it creates a more trustworthy experience and improvescustomer satisfaction.

Now that you know what a ticketing system is as well as how it can improve thecustomer experience，您可能渴望探索潜在的选择。在下一节中，我们列出了一些最好的票务系统软件，我们建议您为您的客户服务团队采用这些软件。bob电竞官方下载

5个票务系统示例

票务系统通常是大多数的特色部分help deskbob电竞官方下载软件。根据您选择哪一个，每个系统都可以提供独特的功能，以不同的方式使您的团队受益。在寻找公司的票务系统时，重要的是要考虑您的bob全站appcustomer's needsas well as your employee's workflow. Here are five ticketing systems that we believe will meet the demands of any customer service team.

1.HubSpot

HubSpot's help desk tools record, organize and track tickets all in one dashboard. Your team can see the status of the ticket, where it stands in your queue, and how long it's taking to resolve the ticket. The ticket is also synced to the customer's record in theCRMso that the customer service rep can view the customer's past engagements with the company. This combination of quantitative and qualitative data being readily available gives the rep more opportunities toimprove the customer experience.

HubSpot's ServiceHub tools can also benefitcustomer service managersbecause they can use metrics like agent response time and ticket volume to effectively manage customer demand. A manager can analyze this data then coach his or her team on topics where they may need improvement. They can also relay these common roadblocks to the product development team who can take these cases into consideration when creating new products.

价格：免费

2.HappyFox

HappyFox is a help desk software that provides a ticket automation feature as one of its main offers. Its ticketing system includes pre-fill ticket properties that make it easier for reps to create and assign tickets. It also includes ticket templates that can be shared with reps across the entire team. This helps your team create a uniform layout for all of your tickets thus creating consistent branding for your customer service team.

价格：$ 29/月

3.LiveAgent

Liveagent的软件bob电竞官方下载会自动将与客户的所有通信变成门票。然后，它将门票组织并转移到适当的员工或共享收件箱中。这可以帮助员工简化客户服务以外的其他部门的信息。Liveagent的奉献也包括论坛，知识库, and FAQ tools that supplement the ticketing system.

Price: $9/month

4.前面

前面aims to connect your entire customer service department by creating a help desk software that can be shared throughout your entire team. Front's ticketing system includes shared support inboxes that can be viewed by any employee at the company. Shared inboxes use an individual email address to collect service requests into one central inbox. Individuals can then assign a ticket to themselves and respond to it from their personal email address.

Front还提供了一个共享的草稿工具，员工可以通过服务和支持案例互相帮助。对客户电子邮件的响应可以与整个团队共享，队友可以使用标签功能互相评论。这使客户服务代表实时就复杂问题进行协作变得更加容易。

价格:15美元/月

5.AzureDesk

AzureDesk is unique because it's ticketing system supports an unlimited number of email addresses. Users can connect as many emails as they would like, making it easy for you to include your entire customer service team. AzureDesk also makes it easier to integrate other support apps like JIRA and Slack into their ticket system because they provide a flexible API structure that's supportive of most customer service integrations.

Price: $9/month

To continue improving your customer service team, read about some essentialcustomer support resources.

净启动子，净启动器系统，净启动子得分，NPS和与NPS相关的表情符号是Bain＆Company，Inc。，Fred Reichheld和Satmetrix Systems，Inc。的注册商标。bob全站app