What is a ticketing software?

A ticketing software converts all incoming support requests from multiple channels into tickets. From the ticketing system, it’s easier to prioritize, track and follow-up on customer requests from one place. This will help your customer support team communicate better with customers, and handle issues more efficiently.

Let’s say you’re an online retailer selling T-shirts on your website. You probably get a lot of queries from customers on a variety of issues everyday. The queries can range from size issues to billing concerns to expected delivery dates and requests for new designs. Based on the size of your business, you would have set up multiple channels for your customers to reach out to you. Some customers might prefer conventional channels like phone or email, while others might hit you up on social media platforms like Facebook or Twitter. Regardless of the medium used for communication, the customers’ primary concern will remain instantaneous replies and quick resolutions. They will also expect you to keep a track of how their issues have progressed (irrespective of which channel they used previously to address their concern) and give them timely updates on the same. This is where an online ticketing software comes in.

As there is a single location where all your requests from multiple channels are stored, you can categorize and prioritize these tickets, and decide how you want to go about responding to each customer.

Let’s say, your customer sends an email about a T-shirt that is out of stock. You assure the customer that the T-shirt will come back in stock very soon. A few weeks later, when the same customer follows up on Twitter, this Tweet will be automatically converted into a ticket and will be added to the thread of the previous conversation. So, when anyone on your team looks up this customer, all the previous interactions and context you need is in one place enabling your agents to give a quick and helpful response.