Ticket Support | Cloud based Software
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Havteq Ticket Support Cloud Based Software Features
Young businesses may be able to get by utilising a shared inbox, but if your sales start to increase, you will find yourself swamped with emails from delighted (and unhappy) customers as well as unsatisfied users. You will also get a lot of requests via phone calls, live chat messaging, and comments on social media. Our ticket support system assists in coordinating internal management and support for staff to address internal and external complaints and difficulties.
You must spend money on a top-notch ticketing system if you want your team to be able to monitor customer requests at all times and address their problems as promptly as possible. Also, this will make users happier, which will increase customer loyalty, generate new leads, and increase profitability. Ticket management systems, which were first created to replace spreadsheets, are now an essential component of help desk operations. If you want to recognise a solid ticket solution when you see one, there are a number of aspects you should look for in a ticket management system. The top 10 characteristics of our ticket support system are shown below.
01. Multi-channel accessibility
In today's hyperconnected environment, streamlining your support activities across several platforms is more crucial than ever. Giving consumers a wide range of contact options enables them to select the one they feel most at ease utilising, making the whole experience more positive for both sides. By granting people this flexibility, you give them the option to select the channel that most suits their needs.
A decent ticket management solution should be able to track and manage these requests since the bulk of support channels are based on phone, email, and live chat. Live chat is currently the third most common form of customer service, behind phone and email. Social media networks are presently significantly less popular than these three primary communication channels, but it is certain that they will overtake them in the near future.
The outcomes of your user success programmes will be significantly impacted by the technology you use, particularly if it can combine these communications into a single line of tidy, organised tickets.
02. Support for multiple languages
In the online world, there is no such thing as a geographic boundary. You can't possibly produce them yourself by utilising a ticketing system that only speaks one language. Offering the finest user experience is an important consideration in addition to being understood. You need to communicate on your users' terms if you want to develop a long-lasting relationship with them. Despite the fact that Google Translate is merely two clicks away, customers are still looking for companies that go above and beyond. This means that all you can hope for from your users is that they will contact you. Along with your efforts, your ticket management system needs to be able to accommodate many idioms.
If you don't now require multilingual user support, plan ahead. To offer their users a high-quality experience, the majority of online enterprises require at least two languages. Why would you pick a one-language ticket management system now only to have to redo everything in a couple of years? This is the time to decide wisely, and to do so immediately.
03. Full customization
From the perspective of the user experience, it is crucial that your ticket management system be completely linked with the rest of your online presence and brand. That is, the ticket management system must have the same same appearance, functionality, and user experience as the rest of your web presence. Users don't want to have the impression that your company isn't doing enough to support the platform that provides them a voice. As a result, it's crucial to avoid systems that cannot be changed because they won't satisfy your needs.
It's also crucial to note that the impact is significant for both you and your team because better navigation results from more effective workflow (as well as the more attractive layout of your system).
04. Workflow automation
No matter what sector your company operates in, you'll need a ticket management system that employs rule engines to allocate new jobs in accordance with automation guidelines. You may build automation rules using these rule engines that apply to any task you come across. You can use them to build a filtering system based on keywords, for instance, to send alerts when tickets are past due.
Because to this method, there is no longer a delay between receiving a request from a user and sending it to the appropriate individual.
There is no question that automating repetitious procedures will cut down on the amount of time it takes an agent to service each user and the likelihood of mistakes. Generally, workflow automation improves user experience and lowers the need for agent labour.
05. Personalized ticket pages
Consumers anticipate businesses to be aware of their preferences, particularly if they have previously engaged your customer service department. Also, the demands and needs of every individual differ. You must learn as much as you can about each person in order to offer the finest service possible to them. You couldn't do this before ticket management systems almost at all. Yet, it is now essential. Agents will have access to the user's entire ticket history when a new query is created, including every problem the user has ever encountered and how it is presently being resolved. Personalized ticket pages come in handy in this situation. Avoiding asking the same question more than once will increase efficiency and profitability and foster a closer bond with your users.
Device data log features are being offered by ticket management systems more frequently as a way to enhance user experience. Device data logs are particularly helpful for companies whose users' Internet access is required to deliver their service. The device, the browser, and the Internet service provider are all the data that they gather. As a result of having this knowledge beforehand, they will be able to effectively service the user with a large reduction in the number of fundamental questions that will need to be raised.
06. Ticket categories and tags
A combination that just screams for pandemonium while formulating a query, solving it, and then releasing it once it has been solved is like the Avengers coming together on a bad day. That would be similar to a ticket management system without categories. Labels are crucial for maintaining track because it is hard to keep track of every ticket without going crazy in the process. You can keep track at all times without going insane by naming each ticket and processing them in the order that you intend to process them.
Advanced filters enable quick searches by issue, status, department, request type, and many other factors, giving agents the ability to ascertain each request's current status and the next steps to be taken. Furthermore, quick searches by issue, status, department, kind of request, and many other parameters are possible thanks to powerful filtering.
07. Knowledge base
Any effective users support service is built on a rich knowledge base. This will enable you to respond to user inquiries quickly and lower the volume of support requests you get. According to market study, 45% of businesses who provide self-service options via the web or mobile device said that the self-service had both increased website traffic and decreased phone queries.
This portal should be easily accessible from within the ticket management system so that users may access it from there. The ability to deflect tickets is a fantastic method for your team to save time. It's even possible that a platform with smart suggestion features may help you save time and effort when addressing the most typical problems and requests, and that is crucial when addressing the most typical problems and requests.
08. Team empowerment
Your staff must be the primary beneficiaries of your ticket management system. No matter how excellent the ticket management system is, it will not function properly without a competent team. By using this platform, you will be able to drastically minimise the amount of work necessary to respond to support requests and provide your team with the resources they need to collaborate more successfully.
Almost every feature is available for you and your team to use. Your team can benefit from a wide range of tasks, from straightforward ones like allocating tickets to teams or individuals to more complex ones like adding internal notes to talks. Managers should be able to make announcements that can be swiftly shared with the entire team in addition to monitoring the team's performance both individually and collectively.
09. Reporting tools
For your ticket management system to improve, it is critical to have an understanding of what has to be changed. Insights are a crucial component of a top-notch ticket management system because of this. You will be able to determine what your users want by listening to their input, as well as how well your team is collaborating and handling their needs.
Almost all decisions that your support department makes will be based on this invaluable information. Think about, for instance, the next articles that will be added to your knowledge base and the category that your agents need to be taught in. Consider whether a new cross-team workflow is necessary. And there are countless additional things to think about.
10. User experience oriented
You should be able to employ an ideal ticket management system to enhance your users' overall experience in terms of ticket management systems. Not only do you need to give them answers, but you also need to be there for them at every stage to ensure that they get what they require in a timely and comfortable manner.
To start, include a help widget on your business website so that you may offer support from any page. So that there aren't a lot of follow-up inquiries, use custom fields to ask for information once they open a ticket. Encourage them to offer comments about their experiences once their tickets have been resolved once they have received an answer. You will be able to identify the areas that require improvement so that you can better serve your users by doing this.