A ticketing system is a management tool that processes and catalogs customer service requests. Tickets, also known as cases or issues, need to be properly stored alongside relevant user information. The ticketing system should be user-friendly for customer service representatives, managers, and administrators.
How Helpshift Modernizes Ticketing Systems
Helpshift provides customer service teams with a unified dashboard to work on all email, in-app, and web-based tickets without having to toggle back and forth between agent views. The dashboard features an Issue Details page that allows agents to view the information needed to provide solutions. Live user profile information and metadata is readily available and accessible, including device, language, operating system, issue history, and app version. Agents can become more efficient by inserting canned responses, requesting screenshots, and even requesting reviews after resolving an issue.
AI-powered classification and routing automatically triages issues to the available agent best equipped to handle the issue. Smart Views can be customized to segment issues based on tags and agent assignment, and provides prioritized support to urgent issues and high-value customers. Multilingual customer service agents can use the Multiple Languages feature to show all issues in a specific language in a single view. Companies can set automations to prioritize tickets with more pressing issues that need immediate response.
Analytics are also available, providing supervisors with insights in incoming issues and their team as a whole. Review Analytics allow businesses to measure their apps’ ratings and reviews in the App Store, both qualitatively and quantitatively. With this feature, employees are able to easily view the number of reviews, average star rating, user sentiment (negative vs. positive), and the distribution of those ratings over time.
Additional Information about Helpshift and Ticketing Systems
To learn more about how Helpshift modernizes ticketing systems visit the following blog posts: