The ticketing system then alerts the rep that there has been a response logged on the ticket, and the rep can address it immediately. If the customer has any questions in the meantime, they too can use the ticket to communicate with the customer service rep. When they have updates or a resolution, they can alert the customer via the ticket. Once the ticket is created, reps can then work on the issue on their end. Both parties can refer back to the thread at any point in time. The ticket is shared between both the rep and the customer and logs their communication to one continuous thread. How does a ticketing system work?Ī ticketing system works by first creating a document, or "ticket," that records the interactions on a support or service case. ![]() Ticketing systems help customer service teams better prioritize their assignments so they can create more enjoyable customer experiences. ![]() Then, when the specialist has a solution, the rep can relay that information to the customer via their original ticket.Īs your company continues to grow and expand its customer base, your help desk may be ready to adopt a ticketing system (keep in mind that some help desk solutions, like HubSpot, come with ticketing included). So, while the rep is listening to the next customer's problem, they're simultaneously pinging a specialist to take a look at your case. The rep is probably using an automated ticketing system. ![]() Don't take it personally though, there's a method to this madness. Rather, they're probably taking another customer's phone call. When a rep tells you they'll look into your case and get back to you, most aren't rushing over to an expert to solve your problem.
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