A ticketing system is a program that can help companies to accommodate, manage, and track customer requests. Customers often give questions or complaints to the company by telephone, or message. With the ticketing software, customer’s messages from various platforms such as WhatsApp, Phone, Chatbot, E-mail, and so on, will turn into a customer ticket.
With only one platform, this ticketing system makes it easy for customer service to prioritize messages, then track and follow-up customer requests. Communication between the customer support team and customers to handle complaints can be better resolved with an online helpdesk in the ticketing application. This application is integrated with a trusted CRM or customer relationship management system.
Why is a Helpdesk Ticketing System important for a business?
A ticketing system can help customer support teams prioritize, track, and follow up on customer requests on a single platform.
In addition, the ticketing system also allows the customer support team to communicate more precisely and efficiently with customers and handle complaints. This system is usually integrated into a CRM (Customer Relationship Management) system.
What are the benefits of a Helpdesk Ticketing System for businesses?
Here are the benefits that businesses can get by using a ticketing system:
Increase customer satisfaction and simplify employee tasks.
Provide effective solutions to customer problems.
Help prioritize urgent tickets.
Speed up workflow and increase team productivity.
Help monitor the business in case of violations especially for high priority cases.
Increase customer retention rates.
Offer a self-service system to customers.
What are the best ticketing systems?
1. Mekari Qontak
Mekari Qontak offers a CRM ticketing system that makes it easier for teams to handle tickets faster. Qontak’s ticketing software ensures that all agents receive the same information and purchase tickets.
Main Features: CRM or Ticketing System, PBX System, IVR, SLA, ACD, Agent Routing, Wallboard Inbound & Outbound, Supervisor Tools, User Features, and Omnichannel support.
2. Awesome Support
Awesome Support is one of the most popular ticketing support system options for WordPress. While Awesome Support is very easy to set up, it’s not powerful enough for the needs of most support teams.
Main Features: Canned responses, Unlimited ticket history, Unlimited agents and tickets and email support.
3. Help Scout
Help Scout is a helpdesk ticketing application that can help you to provide customer support more easily and powerfully.
Main Features: Shared Inbox, Reporting, Knowledge Base, Live Chat and Messages.
Spiceworks is a cloud-based helpdesk ticketing software designed to manage tickets from customer interactions. This ticketing software also provides customer support through multiple channels and tracks agent performance.
Main Features: Ticket Prioritization, Knowledge Base, Time Tracking, MobileSelf Service and Active Directory.
TalkDesk offers a ticketing software that helps manage customer support faster. The TalkDesk app supports customer service teams creating consistent customer relationships.
Main Features: Session Routing, Session Queuing, Concurrent Calling, IVRI, nbound Screen Pop and Persistent Data
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