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What is an Email Ticketing System?

An email ticketing system is a software application that helps businesses convert their customer service emails into trackable support tickets. With an email-based ticketing system, you can stay on top of every email and ensure not a single support opportunity is missed or a response is delayed. Support agents can prioritize urgent emails, monitor first response time, and use canned responses for faster replies.

What is an Email Ticketing System

Why Should You Look for an Email Support System?

email ticket system
Prioritize Urgent Emails

Not all customer service emails demand your urgent attention. With an email ticket system, you can organize emails based on their priority such as High, Low, or Normal, and focus on the ones that need immediate resolution.

help desk emails
Encourage Self-Service

An overwhelming amount of help desk emails can flood your inbox and impact agents’ productivity. Create a self-service knowledge base in easy steps, share answers to common questions, and reduce your email volume

Email ticket software
Real-Time Collaboration

Email ticket software allows you to collaborate across the organization. For instance, agents can discuss complex issues internally using private notes. They can even break a ticket into multiple child tickets and assign them to other teams.

Deliver Personalized Experiences
Deliver Personalized Experiences

It is difficult to understand a customer’s problem without proper context. Agents can get all the context they need using Ticket History, understand the reason for present contact, and deliver personalized experiences at scale.

Automate Your Email Support
Automate Your Email Support

Email ticketing systems such as ProProfs Help Desk comes with powerful in-built automation capabilities. With features such as automated ticket assignment, canned responses, and chatbots, your team can achieve more in less time.

Monitor Email Response Time
Monitor Email Response Time

To improve your process, you need to know how well your email operators perform. Track metrics such as email response time, resolution time, email backlogs, customer satisfaction, etc., and make data-driven decisions.

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Convert Emails into Support Tickets

Deliver delightful customer support right from your inbox

Our email-based ticketing system is designed to be user-friendly and is as easy as using Gmail. ProProfs Help Desk simplifies your workflow by automatically converting incoming emails into support tickets. Real-time ticket tracking ensures that issues are resolved faster, and not a single ticket can slip through the cracks. Easily set the priority of a support ticket as High, Low, or Normal and ensure urgent tickets get resolved first.

  • As simple as Gmail
  • Convert emails into tickets
  • Track tickets for faster resolution
  • Prioritize urgent tickets

Shared Inboxes for Team Collaboration

Bring your teams close & your customers closer

Access and manage all your customer-facing email accounts ( support@, info@, contact@, returns@, etc.) in a single dashboard. With Internal Notes, your agents can discuss tickets internally and help each other share appropriate responses. Easily track who is working on what and avoid sharing multiple responses to a single email. Our intuitive email management software is designed to make your agents join forces to resolve customer issues faster.

  • All customer-facing emails in one place
  • Discuss tickets using internal notes
  • See who is working on what
  • Resolve tickets faster as a team

Stay Organized with Automated Workflow

Automate repetitive tasks & increase team productivity

Automatically distribute tickets among active and available agents using our smart workflow. Set agent roles and permissions to define the level of access they have to help desk features. You can develop powerful chatbots and offer round-the-clock assistance with our email ticketing software. Allow your customers the freedom to rate a ticket by sharing automated feedback surveys once a ticket has been closed.

  • Automate ticket assignment
  • Set agent roles & permissions
  • Develop powerful chatbots
  • Automated surveys for ticket rating

Reduce Tickets Using Knowledge Base & Live Chat

Complete solution includes live chat, knowledge base & surveys

A dedicated Knowledge Base can reduce support tickets by up to 80% and help you save more in the long run. Create a self-service help center to offer 24x7 instant answers, delight customers, and reduce support costs. With our in-built Live Chat plugin, you can offer the best assistance in real-time. Welcome every customer with customized chat greetings and deliver delightful experiences.

  • Reduce tickets by up to 80% with Knowledge Base
  • Offer 24x7 self-help
  • Offer real-time assistance over Live Chat
  • Engage your customers proactively

Measure & Improve Customer Delight

Track the right metrics & make customers delightful again

As a reliable email support system, ProProfs Help Desk allows you to keep a firm track of rated tickets, chats, and help articles. Measure the performance of your agents and teams to improve efficiency as well as productivity. Simply create, edit, and share surveys with your customers and gain rich insights into their valuable opinions. Share CSAT and NPS surveys to monitor customer delight and experience.

  • Track ratings for tickets, chats & help articles
  • Monitor individual & team performance
  • Create & share CSAT & NPS surveys
  • Measure & improve customer delight

Must-Have Features of an Email Ticketing System

  • Ticket Assignment Ticket Assignment

    Automatically assign emails to agents and never leave a ticket unattended.

  • Canned Responses Canned Responses

    Create canned responses or email templates and save everyone's valuable time.

  • Ticket Prioritization Ticket Prioritization

    Prioritize emails that demand urgent attention and keep tickets well-organized.

  • Email Notifications Email Notifications

    Share automated email alerts with agents and customers to keep them on the same page.

  • Mobile App Mobile App

    Manage all customer service emails on the move with a dedicated mobile app.

  • Avail 24x7 Support Avail 24x7 Support

    Talk to real people at ProProfs via email, chat, or phone, and get 24x7 assistance.

Testimonials

  • Everyone should give it a try!
    I love ProProfs user experience. The interface is easy to use yet packed with powerful settings.
    Daniel Stein
    Professor Daniel Stein,

    Director of Technology Initiatives, Touro College

  • Excellent Customer Service!
    ProProfs support is one of the best I have experienced. They truly care about their customers and deliver resolutions fast.
    Bill Wisell
    Bill Wisell,

    Health Licensing Coordinator, Nebraska Department of Human and Health Services

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