TROUBLE TICKET MANAGEMENT
Trouble ticketing is a mechanism used to track the detection, reporting and resolution of a problem within an organization. It is mostly associated with customer support, and it’s a central part of the help-desk infrastructure in e-business and call centers. There are different types of companies that have incorporated trouble ticketing into their overall performance particularly in manufacturing and cargo handling industries
It Implements Cross-Channel Feedback
This system has enabled customers to fill a form, use live chat, comment on social media or even send an email rather than wait on an 800-number for a conversation with an agent. The best TTMs have integrated all these platforms in such a way that they can deal with the queries at one point. Some even generate receipts so that agents can priorities and follow up on the issue.
Keeps Track of All Tickets
One of the reasons that makes TTM very critical is that it ensures all customer data, requests or complaints are recorded and tracked. This tracking from reception to resolution helps the firm to save time that could be wasted trying to locate lost or missing tickets. In turn, it prevents issues arising from unanswered complaints.
It Facilitates Business Scaling
Most firms don’t have the cost, the infrastructure and the capacity to hire lots of agents to handle their customer queries. That’s why a trouble ticketing system saves them lots of dollars that could have otherwise been used up on hiring more agents. The system efficiently sorts, flags, classifies and tracks complaints which raises the firm’s capacity to handle even more clients at one time.
Creates Knowledge Base Articles
Through a trouble ticketing system, you are able to highlight the most frequent and recurrent queries. Through that, you can create knowledge articles through which customers can follow the instructions and resolve an issue without having to contact support. This further frees up the system and the agents to respond to the most sensitive and needful requests.