11 Reasons Why Your Business Needs A Helpdesk Ticketing System

Posted In | CRM | Help Desk | Ticketing Software | Omnichannel Shared Inbox

When it comes to customer service, a company's most valuable asset is its help desk due to the role it plays in reducing downtime and increasing productivity. Ticket management is the backbone of a help desk platform, and it categorizes customer conversations in various ways, such as by priority, date, and user profile. This function can also be automated to speed up case resolution. However, it involves more than just responding to tickets.

In this article, we'll discuss the importance of ticketing software for businesses and the reasons why you should consider investing in one.

 

 

What is Help Desk Ticketing? 

Helpdesk Ticketing is a system for managing and tracking customer complaints and requests in an automated way, allowing for more efficient problem resolution. Typically, help desk ticketing software logs tickets received via multiple channels, such as email, phone calls, a self-service portal, mobile app, or chat, and then processes them according to predefined workflows. When a user submits a help ticket, the software creates a unique ticket number, which is then used to track the ticket throughout the support process. The ticket is typically assigned to a customer support representative, who then works to resolve the issue. Once the issue is resolved, the ticket is closed, and the user is notified. With the help desk ticketing system, it is easy to track and resolve customer issues in a timely manner.

 

How does the Helpdesk Ticketing System work?

The ticketing system helps support teams to manage customer queries more efficiently. It converts customer requests into tickets that can be easily accessed and solved from one single dashboard.

 

For example, an agent received a customer request for event registration. (Here, the query is converted into a ticket, which is assigned to an agent who will assist the customer in resolving the ticket). The agent can view, track, and manage all the customer data from one single place, leading to better customer support and satisfaction. 

 

Therefore, ticketing software includes everything you need to resolve customer issues quickly. With the helpdesk ticketing software, supervisors/administrators can create rules and define SLAs to route customers to the right department/team, measure average response time, automate repetitive tasks & more. 

 

Read this article - Best Practices for Implementing Ticket Tags and Categories
 

The Features of the Help Desk Ticketing System

A ticketing system allows businesses to keep track of customer requests and issues. The features of the ticketing system that are best for the Help Desk include:

 

Top 11 Reasons Why Your Business Needs A Helpdesk Ticketing System

A help desk ticketing system is software that businesses use to manage customer service requests. There are numerous reasons why your business requires a ticketing system for its help desk. Below are 11 of the most important ones:

 

  1. Manage high volumes of requests in a centralized system- One of the advantages of having a support ticketing system is that it helps businesses to keep track of all customer queries and requests. This is especially important for companies like Call Centers, Consultancies (Travel, Events, Home Services, Digital Agencies, etc.)  that receive a high volume of requests, as it ensures that all queries are handled promptly and efficiently. 
     

  2. Combine interactions in one single place and keep a record of all client conversations - Ticketing systems are designed for today's multi-channel environment. Agents can keep track of customer communications through various channels like email, live chat, phone calls etc, in one single dashboard. This way, customers can use their preferred channel or even switch channels while resolving an issue. All communication will be stored in the actual ticket, even if the customer works with a different agent. Therefore, agents can view the record of their interactions with each customer in a ticketing system. As a result, they can provide consistent service because they have access to their past interactions. 
     

  3. Monitor important service metrics and KPIs-  Many key performance indicators (KPIs) and metrics pertaining to customer service can be monitored with the help of a ticketing system. Different channels, the number of tickets, the speed with which tickets are resolved, the responsiveness of agents, adherence to service level agreements, and agent output are all examples of such measures. Such indicators are vital for evaluating the success and effectiveness of your customer service as a whole and may reveal key areas for improvement.
     

  4. Increased Customer Satisfaction- A help desk ticketing system can help you increase customer satisfaction by providing a faster and more efficient way to resolve customer issues. It can help you improve customer retention by providing a better way to handle customer service requests and resolve customer issues, leading to happier customers who are more likely to stay with your company and continue doing business with you. 
     

  5. Automate Repetitive Tasks- Most ticketing systems have strong automation tools that help decrease repetitive tasks that would otherwise consume the time of your support agents. In particular, the ticket lifecycle includes a series of repetitive actions, such as creating a new ticket, amending an existing one, and assigning it to a specific team member. You can create a ticketing workflow with a scoring system for easier ticket administration using a ticketing system.
     

  6. Prioritize Important Tickets- Prioritizing tasks can help to ensure that the most important tasks are dealt first and reflect the SLA response and solution time remaining at any given time, enabling help desk staff to plan their work. It also allows users to tag tickets with keywords that one can use to search for and prioritize them accordingly.
     

  7. Ticket Classification- Support ticket categories divide the tickets into distinct groups, each assigned to a certain team. Ticket categorization enables advanced functionality like merging, moving tickets between categories, and cloning, which is essential in a support system. Tickets can be classified according to the customer who submitted them. This can be helpful if you need to keep track of tickets from a specific customer or if you want to prioritize tickets from high-priority customers. Tickets can also be classified by their status, for example, the number of tickets closed, the number of tickets resolved, pending tickets, etc. 
     

  8. Set up a knowledge base:  A knowledge base can be used as a repository database that can provide answers to questions and solve problems. It can also be used to store articles, FAQs, and other types of information that can be used to resolve tickets. 
     

  9. Improved Communication- It can help to improve communications by organizing and tracking all communications between the support agent and the end user to provide better customer service. 
     

  10. Reduced Costs- It can help reduce costs by providing a more efficient way to manage customer service requests. When the help desk ticketing system is integrated with a knowledge base, in that case, the system can automatically generate answers to common questions, which can save the help desk time and money.
     

  11. Keep track of agent performance: Monitor the progress of agents closely in order to remove potential barriers. By using a ticketing system, you can track metrics like the average number of tickets resolved, average response time, response rate, customer satisfaction & many more. Data-driven decisions based on these measures could improve your support desk's performance. Your agents will be more productive because they won't waste time bouncing between emails and trying to figure out what to do next.

 

How is Gridlex Zip Ticketing Software different from others in the market? 

Gridlex Zip Help Desk Ticketing is unified with customer Emails, SMS Texts and Calls and with an integrated CRM to deliver a seamless customer experience. Gridlex Zip is only $10/User/Month and more than 50% cheaper than alternatives with 3x the features.

Organizations have adopted automation for any work that can be done without human intervention. For example, automation of workflows and repetitive tasks, messaging, password resets, prescheduled reports, etc. Therefore, a help desk ticketing system is very crucial for organizations as it can help them to automate and streamline their workflows easily as well as deliver better service to their clients.

 

Frequently Asked Questions: 

 

1. What is the purpose of help desk software?

It manages and resolves customer queries efficiently, acting as a central platform for customer support and enhancing service quality.

 

2. How can IT help desk performance be improved?

 

3. How does a help desk ticketing system function?

It converts incoming requests into tickets, categorizes and assigns them to agents, tracks progress, and maintains records for analytics.

 

4. How should customer support tickets be managed?