What is a Support Ticketing System?
A support ticketing system is a type of software aimed at improving customer service. The software uses automated technology to record, manage and prioritise customers’ issues. The support ticketing platform can then be used by customer service representatives to ensure that all queries are resolved quickly and efficiently.
Support teams can use support ticketing systems to quickly prioritise their tasks, making sure that any time-sensitive or complex problems are looked into first. This allows teams to offer a better standard of service to every customer, while also providing plenty of opportunities to ensure consistency of service across the board.
More than a Support Ticketing System
With Helpshift, the capabilities of a traditional support ticketing system are elevated. And that’s great news where customer service is concerned.
The agent desktop enables agents to improve interactions, by managing tickets just as they would customer messages. This promotes engagement and facilitates a better standard of service. Agents can easily simplify their own case management, using automated bots to improve their capabilities as they do so.
Both agents and customers benefit from resources such as the knowledge base, which can also be used to resolve queries through the support ticketing system. Insights offer further opportunities to grow, allowing teams to analyse the customer experience in greater detail than ever before.
Turn Cases into Conversations
With Helpshift’s agent desktop, your agents can manage customer tickets just like messaging conversations. Customer info and interaction history are displayed in the thread, keeping conversations in context. Knowledge base articles and suggested responses are only a click away.
Simplify Case Management
Streamline workflows and unify tickets across channels. Helpshift’s case management gets the job done by providing a unified view of the customer. Meanwhile, agents and bots collaborate together on customer conversations to accelerate resolutions.
Knowledge is Power
Helpshift knowledge management is incredibly powerful. You can easily organize FAQs and articles by application or platform, and customers and agents can access content through autocomplete search or with the assistance of multilingual bots. This can all happen within your mobile app or through your web-based help center.
Gain Powerful Insights
Helpshift’s analytics provide insight into customer cases, agent performance, and the effectiveness of automation. All of your data is stored in a single repository so correlating and visualizing information is simple. Our integrations and APIs also make customizing and exporting reports as easy as the click of a button.