The Functionality of Customer Service/ Support Ticketing Software

Any business with an important customer relationship component is faced with the challenge of how to best organize its operations in order to achieve maximum productivity. One of the known free solutions is to use email-based systems for running customer support or help desks for employees and customers, such a solution is much inferior to that of using specialized customer service software with rich functionality tailored to the needs of such businesses.

        Here are some of the functions/features/capabilities expected from professional customer service software:

  • customized reporting forms/ fields – different forms might be displayed to the customer to be filled in depending on the selected topic. Obviously, these forms/fields can be customized as needed.
  • ticket filtering – rules can be set up for routing incoming tickets so that appropriate agents/ departments receive them. Many of these processes can be automated including ticket rejection, automatic responses.
  • ticket locking to prevent simultaneous processing by multiple agents – once an agent starts working on the ticket, the latter is locked preventing agent conflict but also repeated responses to the client’s request. As expected, the lock time can be configured.
  • ticket assignment, transfer, referral. Assignments can be automated according to help topic or tickets can be assigned randomly to the first element in the processing chain. Tickets can be transferred/re-assigned to different departments/ agents/ teams of agents. There is also the possibility to grant view-only access by referring the ticket to a party.
  • tracking ticket history – assignments, transfers, referrals, and any other actions are all stored in the ticket’s history/thread, leading to absolute transparency, better employee discipline in handling each task, and the possibility to troubleshoot potential issues.
  • advanced search and browsing functionality – it is possible to run searches according to a number of parameters and fields, as well as to choose to display only the required details from each ticket, allowing to comprehensively process information.
  • automating responses – these can be configured to happen when certain messages are received, to have the appropriate format and content, to automatically use the customer’s name, or to link to specific help topics.
  • configurable help guides – these enable customers/ agents to provide useful information or categorize the issue so that assignments are made faster and smarter, leading to more efficient processing of requests.
  • keeping the deadlines in check – notifications can be received whenever certain actions are overdue or when deadlines approach (this allows to benefit from priority escalation rules).

As can be easily inferred, this extended functionality can lead to huge productivity boosts if implemented wisely.

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