TICKETING SYSTEM

C US TOM E R C A R E TOOL
INTRODUCTION
• Companies use customer service software called a service ticket
system to manage their services. This program arranges incoming
client requests. The app generates a ticket that records user
interactions and requests.
• IT support can track, manage, expedite, and effectively handle
incidents thanks to a ticketing system. The appropriate IT staff
member can be assigned incidents and distributed automatically by
the ticketing software. Simple tasks can also be carried out
automatically to save time and resources.
WHY WE NEED TICKETING SYSTEM
• Your operators perform better
because they aren't switching
back and forth between
inboxes, unsure of what to do
next. This means that
operators will be working at
full capacity, resolving more
queries in less time.
• The reason we were able to manage
previously is that your customer base has
most likely grown, as has the volume of
tickets you collect. Ticket queues in ticketing
systems assist you in triaging incoming
tickets and effectively distributing workload.
• Every new support request results in the creation of a
special ticket that records the complete interaction
until the requirement is resolved. That ticket is
properly labelled with the rep who is assigned to it,
so you won't have two representatives working on
the exact same ticket.
STEPS FOR SMOOTH TICKETING PROCESS
• An escalation matrix is a collection of
constantly higher support levels
based on the nature of the problem.
Any escalation matrix's goal is to
reduce customer wait time by
leveraging live one-on-one
relationships with the suitable and
reliable support teammates or self-
service.
ESCALATION
TICKET AUTOMATION
• Maintain Your Ticket Organization. 
• Automate Routine Tasks. 
• Sort Tickets According to Priority.
• A management software that
• Save time by using message
processes and catalogues customer
templates. 
service requests is an automated
ticketing system. When a customer • Agents should be trained on a
submits a service request, the regular basis.
system produces a "ticket," also
defined as a case or issue.
THROUGH UPDATES
BETTER CUSTOMER SERVICE
• Your ticketing system should be completely interwoven into your company's
brand. That is, it should look, respond, and feel the same as the rest of your
online presence. This is frequently especially important in terms of user
experience. Customers don't want your company because you didn't put
enough hard work into the system that gives them a voice. As a result, you
should avoid systems that cannot be personalised.
• The amount of time needed to serve each user will be greatly decreased by
automating repetitive processes. Also, it will lessen the likelihood of errors.
Ultimately, workflow automation lowers agent demands and improves the
customer experience significantly.

MULTICHANNEL MULTIPLE
CUSTOMIZATION AUTOMATION
SERVICES LANGUAGES
• Consumers prefer to communicate with customer support
representatives directly and bring up issues in this way. When
people run into trouble, some choose to call, while others prefer
to start an online chat or send an email.
• Geographic borders do not exist in the realm of the internet.
Furthermore, using a ticketing system that only supports one
language to create them yourself is pointless. It's not even close to
being understood; it's about giving your customers the most
straightforward experience. Speaking their language is the first
step in developing a dependable relationship.
POPULAR APPs FOR TICKETING
SYSTEM
ZENDESK

FRESHDESK

ZOHO
CORPORATION
THANK YOU

ARUNPREET SINGH 0810182

S U M M E T J H A M E T. 0810821

MANIK BHAINS 0817766

A M R I T PA L S I N G H 0808691

R A J AT V E R M A 0817754

S H A I FA L I V E R M A 0808661