Ticketing system software is a program or app that collects important customer support information in a single location. These platforms assist the activities of help desk staff and can also empower customers by providing direct access to services through customer portals and knowledge bases. Tickets are managed with a shared team inbox, which support team members can access through an individual portal with a unique login.

Customer requests can be tagged, modified, assigned a relevant status, and closed without the need to access multiple systems. A ticketing system software that is implemented effectively can have a positive impact on support team effectiveness by improving team organization and streamlining communications. Many modern systems are cloud-based and can be accessed from multiple devices while providing a reliable level of service. Ticketing system software has become one of the central components of highly competent help desk departments worldwide.

The central function of a support desk ticketing system is the management of a shared team inbox to process customer communications such as requests, issues, and suggestions. Each company has a unique product or service offering and will often prefer to tailor their support desk activities to match the needs of their customers. Some of the essential day-to-day activities that must be managed include prioritizing requests, assigning work to support team members, resolving and closing requests, and sharing communications. Without an organized system for managing and responding to customer support requests, it’s far too easy for customer support inquiries to fall through the cracks, which is detrimental to customer satisfaction.

A ticketing system can also be used to store and manage the support desk history, best practices, and any supporting documentation. It is typically structured as a knowledge base that can be organized and segmented by groups such as product or customer segment. One reason that many companies pursue an upgrade to their existing ticketing systems is to create a more immersive and complete customer experience for their support activities. Since a modern ticketing system integrates multiple customer support features, they give management the ability to tailor the application to optimize their team’s effectiveness.

The best ticketing system is one that can support the core needs of an organization and its customers. Important features that are common to most of these software platforms include a cloud-based shared inbox, team messaging tools, and a knowledge base to provide customers with easy access to self-service options. Some ticketing platforms, such as SupportBee, also include support for customer portals, providing a central location for customers or clients to view their complete history of support requests and answers. Over time, customer portals become a valuable knowledge resource and help cut down on customer support requests, resulting in lower customer support costs and more satisfied customers. It is always important to consider how a system will impact customers before making any changes.

Best-in-class customer service is achieved not only by meeting customer needs but also by providing a unique and engaging customer experience. Some additional features that industry-leading ticketing systems provide include customized branding of your portals, flexible access through mobile or desktop applications, and communication tools for customers. You should also consider the customer support availability and the overall customer experience provided by a prospective ticketing software vendor. A well-designed and supported system will be built around the principles that they promote.