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A help desk ticketing system captures all your incoming support requests from multiple channels, such as live chat, email, social media, etc., and ensures they land up in your help desk dashboard. Regardless of whether a customer reaches out to you via live chat, email, or simply registers a complaint through your help center, the support ticket system allows you to keep a firm track of all customer communications in a shared inbox. With right ticketing software, you can automatically log tickets, route customers to relevant agents, empower agents to access necessary information, and simplify customer interactions.
One of the obvious benefits of a ticketing system is the ability to capture and organize all incoming support issues. Whether you receive ten customer inquiries daily or a thousand, you can easily organize them in a centralized system.
With a ticketing system, you can build an online knowledge base that contains FAQs, guides, video tutorials, and more. When customers are empowered to find solutions on their own, they will not need human assistance.
Not all customer service tickets are of the same severity. To simplify your ticket management process, agents can easily organize tickets by their priorities - High, Low, or Normal, and focus on issues that demand immediate resolution.
Ticketing system software helps your support team resolve issues through real-time internal collaboration. For example, agents can discuss complex tickets internally using private notes and offer the most appropriate solutions to customers.
Modern customers expect a highly personalized experience whenever they interact with your brand. A support ticket system allows agents to view past conversations and gain relevant context to share personalized responses.
When customers share their complaints or requests, they expect a quick response from your team. With online tracking software, you can share CSAT and NPS surveys with customers and instantly monitor the customer experience.
With our ticketing system software, every incoming customer conversation is registered as a unique ticket such that no issue is ever lost. Assign tickets, track progress, resolve issues, and close tickets - all from a shared dashboard. Always know who is working on which ticket, and avoid sharing multiple responses to the same email. Prioritize tickets needing immediate attention and avoid wasting time scanning the queue for urgent requests.
Manually managing your support ticket system is a thing of the past. ProProfs Help Desk ticketing system allows you to create predefined workflows to automatically route tickets to relevant agents or departments and resolve an issue in no time. Develop powerful chatbots that can assist customers 24x7, even when your team is offline. Stay on top of your game with the help of automated security updates, backups, alerts, as well as notifications.
Our customer service ticketing system magically combines the power of ticketing, chat, knowledge base, and survey for a delightful customer experience. With a user-friendly interface and rich content support, you can create a self-service knowledge base that allows your customers to support themselves. With our live chat plugin, you can resolve tickets instantly and assist customers in seconds, not hours. Share CSAT and NPS surveys to paint a clear picture of your brand perception.
With online help desk ticketing system, you can gain an all-round view of your customer support operation. Access real-time reports and analytics and measure individual as well as team performance against key SLAs. With the help of graphical representations and insightful data, easily track ratings for tickets and chats. Capture customer feedback and dig deeper to discover means to enhance your customer service process.
Track all support tickets in one place and see who is working on what at a glance.
Organize tickets based on their statuses - open, pending, sent, overdue, etc.
Allow customers to submit requests and track the progress of existing tickets at their convenience.
Create canned responses for routine customer queries and respond in seconds.
Create conversational chatbots to support customers and generate leads 24x7.
Respond to customers from anywhere and resolve tickets on the move with a mobile app.