How trouble ticket software work? - ProProfs Discuss
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How trouble ticket software work?

Asked by Jared, Last updated: Dec 18, 2019

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G. Jabez

G. Jabez

Answered Dec 13, 2019

A trouble ticket software, as the name suggests, works on the concept of tickets.


The ticketing system works like this:

  • When your customer contacts your company and a support agent isn't available, a ticket is generated and displayed on the dashboard.

  • Tickets are automatically assigned to a free support agent

  • Support agents contact the customer instantly

  • In case the customer requires assistance for something that requires another department, the support agent splits the ticket into sub tickets

  • Once the ticket is resolved, it is closed on the dashboard

Trouble ticket software is the best tool for your agents to offer delightful customer service. Not only that, but you can also monitor your agent’s performance and make sure every individual agent provides exceptional customer service.

With the right trouble ticket software, you can also analyze what your agents do wrong when offering customer service. When you know what's wrong, improving the process is easy and convenient.

All in all, with a robust trouble ticket software, you can:

  • Track individual customer tickets from start to finish

  • Make sure agents resolve customer issues efficiently and instantly

  • Ensure agents reduce customer issue resolution time significantly

  • Accurately resolve customer issues every single time

  • Offer delightful customer service anytime, anywhere

  • Help teams come together to resolve customer issues

  • Bridge gaps between customers and support agents

  • Reduce customer service costs

  • Ensure your company is customer-centric and focuses on improving customer retention

If you're on the search for robust trouble ticket software, check out the ProProfs Help Desk pricing plans here.

 

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