Support Tickets
Create and assign tickets to the right people quickly and efficiently, and manage tickets from multiple sources in one place. Monitor the status of tickets and report on ticket lifecycles to optimize customer service processes.
Understand customer problems quickly, set priority levels, assign tasks, and track progress with ease. Automatically capture customer information, assign tickets to the right team members, and keep customers informed with updates. Utilize the power of analytics to gain insights and identify trends. Create custom views and filters to quickly locate and address tickets.
Teams can create tickets for customer service inquiries and assign them to relevant team members for resolution. Each ticket can be tracked and updated with details such as customer's name, contact information, issue description, resolution status and more. Additionally, customers can be kept updated on the progress of their ticket via automated notifications.
Automate the creation, assignment and tracking of tickets.
Track tickets from initiation to resolution in real-time.
Monitor progress of tickets and analyze trends over time.
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Key Features of Support Tickets
with Deskera ERP.
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Deskera Support Tickets
What is a ticket?
A ticket is a record of a customer service request. It can include information about the customer, the issue, and the resolution. Tickets are typically used in customer service software to track and manage customer requests.
What is the purpose of ticketing?
The purpose of ticketing is to provide customers with a consistent, reliable, and organized way to submit customer service requests. Ticketing also allows customer service agents to prioritize, manage, and track customer requests, ensuring customer inquiries are addressed in a timely manner.
What are the benefits of ticketing?
Ticketing provides an efficient way to manage customer service requests, ensuring customer inquiries are addressed in a timely manner. It also allows customer service agents to prioritize and track customer requests, ensuring customer inquiries are resolved in an organized and consistent manner.
What is the difference between a ticket and an incident?
A ticket is a record of a customer service request, while an incident is a specific customer service issue. Tickets are typically used to track and manage customer requests, while incidents are used to manage individual customer service issues.
What information is typically included in a ticket?
A ticket typically includes information about the customer, the issue, and the resolution. It can also include customer contact information, customer service notes, and other relevant information.
How are tickets typically assigned?
Tickets are typically assigned based on customer service agent availability, customer service agent expertise, and customer service agent workload. Tickets can also be assigned based on customer preferences and customer service team requirements.
How are customer service requests typically submitted?
Customer service requests are typically submitted via phone, email, or customer service portals. Customers may also submit customer service requests through social media platforms or other online customer service channels.
How long does it typically take to resolve a ticket?
The amount of time required to resolve a ticket varies depending on the complexity of the issue and customer service resources available. Generally, tickets are typically resolved within a few hours or days.
How is customer feedback typically collected?
Customer feedback is typically collected via surveys, customer service emails, customer service portals, and other customer service channels. Customer feedback can also be collected through customer service agents and social media platforms.
Is ticketing secure?
Yes, ticketing is secure. Ticketing systems typically use encryption technology to ensure customer data is secure. They also feature access control features to ensure customer data is only accessible to authorized personnel.
Use Cases
