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.
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.
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 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.
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.
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.
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.
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.
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.
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.
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.
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.
I love ProProfs user experience. The interface is easy to use yet packed with powerful settings.
Director of Technology Initiatives, Touro College
ProProfs support is one of the best I have experienced. They truly care about their customers and deliver resolutions fast.
Health Licensing Coordinator, Nebraska Department of Human and Health Services