More and more businesses are using support ticketing systems to help manage customer issues instead of using email, phone, or even social media channels, which can be time-consuming and cumbersome. But with so many ticketing platforms out there, how do you know what to look for in your own system? The following seven features will help you to decide if it’s the right Support Ticketing Management System for your business.
1) Prioritize customer issues
Providing top-notch customer service is crucial for any company. But it can be difficult, especially when your workload has you spread thin. Fortunately, there are ways you can make the process less stressful and more efficient. One of the best ways to do this is by utilizing the Support Ticketing Management System, which will help you manage inbound customer inquiries with ease.
It allows you to prioritize important issues as they come in and follow up on them accordingly. What’s more, some systems also provide features that allow customers to track their tickets as they move through the system. So if an issue lingers without resolution, they can remind you about it or escalate it if necessary. All of these features put together create an exceptional support experience for customers and staff alike.
2) Customer self-service
Customers want and need easy access to support. Setting up a customer-facing self-service portal will allow customers to find answers on their own, as well as provide them with the ability to request assistance from your team. A Support Ticketing Management System will also provide you with the opportunity to better understand your customer’s needs.
It can be an invaluable tool for strategic business planning and marketing. Best of all, these systems offer different levels of service plans to meet the varied needs of businesses. From basic systems that allow unlimited free tickets to more advanced tools that include enhanced features like chat and video conferencing capabilities, there are plenty of options available to suit any size budget.
3) Mobile-friendly support
One of the top features any good Support Ticketing Management System should have is mobile-friendly support. By giving your users a seamless experience, you not only make it more likely that they’ll get their issues resolved but also that they’ll come back for future help.
You might find yourself in a situation where your IT department has to prioritize tickets and ask one user who submitted three weeks ago if they’re still having the same problem while another user with an emergency request just entered in today.
If all tickets are accessible on mobile, both will be taken care of without being put on hold and without making the user feel like theirs isn’t important because they can’t answer right away.
4) Extensive Knowledge Base
A good Support Ticketing Management System will offer users the ability to search through a knowledge base for solutions to common problems without having to wait on hold or contact customer service over email. A well-designed knowledge base should also allow visitors to vote on how helpful information was.
So that future visitors will know what type of content works best for them. It’s also worth mentioning that most systems will automatically notify your customer support team about new requests. Therefore, they can address them quickly, ensuring speedy responses and better customer satisfaction rates overall.
5) User Roles and Permissions
By setting up roles and permissions, you can customize your Support Ticketing Management System to meet the needs of your company. With Businesses Unlimited’s support ticket management system, you are able to create custom roles that map to your company’s hierarchy.
For example, if you want only senior executives and managers to be able to create support tickets for customer service issues, set up a role called Senior Executives with permission for creating tickets under the Customer Service category.
If you need all employees to be able to open tickets but only supervisors should have the ability to reply, create two different roles: Employees who have access to open tickets and Supervisors who have access to reply.
6) Connect To Third Party Applications (CRM, ERP, Accounting Software Etc.)
It’s important for you to make sure your Support Ticketing Management System has connections to other third-party applications, like accounting software, customer relationship management (CRM), or enterprise resource planning (ERP) programs. This way, you can seamlessly transfer information from one application to another.
For example, if you receive a service request through your ticketing system, it would automatically be sent as an opportunity in your CRM. This helps you stay organized and more efficient because all of the necessary information is in one location. The only exception to this rule is when dealing with payroll data. In these cases, you should use a separate ticketing system that doesn’t integrate with payroll systems.
7) Automatic Ticket Status Updates
One of the most important features of any support ticketing management system is that it automatically updates the status of tickets when there is a change. This feature helps customers know what stage their ticket is in, and saves you from having to manually update tickets. When things are going smoothly, this can be done every few hours or so.
However, if there’s an emergency situation such as a website crash, then updates may need to happen every five minutes! One thing we’ve found to help with managing this process more efficiently is using ticket groups. Groups allow us to assign multiple tickets at once without having to retype information on each one, saving time.
This way we can assign all the open tickets related to a specific project (or anything else) without much hassle. It also allows us to quickly see which projects have been completed by checking the closed project group.
