The Functionality of Customer Service/ Support Ticketing Software

The Functionality of Customer Service/ Support Ticketing Software

Service/ Support
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/…
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The Stages of a Ticket’s Life Cycle

The Stages of a Ticket’s Life Cycle

Life Cycle
There are different designations for the stages that make up the life cycle of a ticket depending on the type of support system. The general logic follows that of a problem being solved by an organization: first the organization learns about the problem, then tries to appoint the personnel that is most qualified to approach it, after which the latter works on a solution. If the problem is not solved, it is being revisited/reopened. Different businesses might have different needs, which might reflect in some life cycle variations or different relative importance of these stages. Thus, depending on the type of problems and the competences of the specialists, the ticket assignment can be done either randomly or after an elaborate evaluation/categorization of the task. The Stages of a Ticket’s Life…
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