Knowledge Base
Typically, a ticket system offers the ability and platform to create a knowledge base that allows users to solve a problem or get answers to questions on their own before asking for help.
Internal communication
Some systems allow employees to leave comments, share knowledge and experience within a ticket, which helps to effectively solve user problems.
Notifications
Automatic notifications help speed up the consideration of requests. Managers will receive them every time a new request is received, a new response from a user, a comment from colleagues or advice from a manager, a solution to a related problem, etc.
Greetings and response templates
Some ticket systems allow you to set up automatic messages that the user will receive depending on certain triggers. For example, a change in the status of his request.
You can also create template responses to queries on specific topics and recurring questions.
Automatic generation of reports
The ticket system makes it easy to track various indicators, such as:
how many requests were received for processing during a certain period of time;
how much time do managers spend on the first response;
how long does it take to resolve problems;
which channels are most in demand;
the overall workload of the entire department and individual employees, and so on.
Some systems automatically generate reports and visualize data in graphs and dashboards, allowing a manager to easily monitor the team's performance and the quality of services provided to users.
A ticket system can be in demand in various business sectors, in particular in technical support, warranty or claims departments in almost any company. Let's consider in which sectors ticket systems are most often used.
Call center
The job of a call center is to accept and process phone number library requests from users. But a phone call is often just the first step. Often, an operator will accept a request and then pass it on to a specialist who can answer, provide the necessary assistance, fulfill an order, etc.
That is why a ticket system integrated with virtual telephony, with which operators receive calls, often becomes indispensable in the work of a call center.
An additional advantage may be the instant analysis of telephone calls using artificial intelligence . For example, recognizing the mood of the user who called, analyzing the conversation by keywords, automatic summary of the call. This will significantly simplify the work, as well as improve the level of service.