Each time a support ticket is generated, it is assigned a number that helps to organize and control in a more optimized and precise way the interactions between the company and consumers.
In addition, this solution can be used for different types of requests, such as information, complaints, opening service orders, among others.
Keep reading this article ethiopia email address to find out what the support ticket is for.
What information does a support ticket contain?
Before explaining what the ticket is for, we will tell you what information a support ticket contains . Within this tool, it is possible to record all the details of the service provided: date, time, negotiations, among other data.
The information contained in a ticket may vary depending on the software chosen, but generally includes:
Some ticketing systems allow you to create custom fields to collect more information related to the request. Having more data helps to provide a faster and more efficient service.
To learn more about data systematization, we recommend reading: What is a form? 4 essential features .
What is the support ticket for?
Now that you know what a support ticket is and what information it contains, we'll explain what it's used for. A support ticket records customer requests, documents technical issues, and follows up on reported queries or incidents.
This tool helps agents work in a more organized and efficient manner.
1. To register support requests
When a customer needs help solving a problem, they contact the company through one of the available communication channels (email, chat, phone, etc.). Each support request is recorded as a ticket.
2. To document technical problems
A ticket management system also helps to identify the most common technical problems experienced by customers. This makes it possible to implement self-service strategies – a knowledge base or an FAQ page – to speed up the resolution process.
3. To follow up on problems
In ticketing software, agents and customers can track the overall status of the request. For example, whether the issue is in the process of being resolved, on hold, or resolved.
Now you know that the support ticket serves to optimize the work of the customer service team, increase their productivity and, consequently, improve the customer experience and their level of satisfaction with the company.
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