A trouble ticket, also popularly known as a support ticket, is the result of an end-user submitting an issue or request with an organization. When customers or employees of an organization encounter any problem, they can raise a trouble ticket with the support team. A trouble ticket holds crucial information about an issue and makes it easier for support agents to communicate with the customer.
Trouble ticketing software refers to a tool that helps businesses capture, track, organize, and resolve trouble tickets from a central location. Right from assigning tickets to relevant agents to capturing customer feedback once a ticket has been resolved, a trouble ticketing system helps you automate your workflow. Agents can collaborate to resolve tickets faster and managers can monitor performance using insightful reports.
An incident ticket is raised when an end-user encounters any unexpected problem. For example, an issue reported by a customer that they are unable to make an online payment.
Requests refer to the needs or wishes of customers or employees to better use your products or services. For example, a request to change the password or get access to the printer.
Alarms refer to tickets that are automatically created when a potential issue is tracked by the trouble ticket system. Such proactive alerts can help you resolve issues well before customers encounter them.
Correlational tickets refer to trouble tickets that share some relation. For example, with the parent-child ticketing feature, you can break a parent ticket into multiple child or sub-tickets.
Customers can contact your business at any time of the day and on any communication channel. With a growing customer base and their rising issues, you can adopt trouble ticket software to:
Easily capture support tickets from different channels and organize them in one place with our simple trouble ticket system. This helps agents manage all customer conversations without leaving their dashboard.
Set up your own Knowledge Base with FAQs, how-to articles, and tutorials with our trouble ticket system. You can encourage not only self-service but also reduce the burden on your support team.
Detect when two or more agents are working on the same ticket simultaneously with our agent collision detection feature. This way, you can avoid sharing duplicate responses with customers.
Manage all your trouble tickets on a single dashboard with the help of our free trouble ticket software. Easily get back to your customers with a useful solution as quickly as possible and monitor your ticket resolution time. With all the right tools at your fingertips, it is easy to sort, assign, prioritize tasks, and ensure all tickets are resolved as per the service level agreements. You can also use labels to better organize your trouble tickets.
Unify all your customer-facing email inboxes into a single dashboard using the shared inbox feature. Managers can automatically assign trouble tickets to relevant customer service agents and give them complete ownership. Agents can collaborate with other members or teams and discuss tickets using internal notes. Moreover, with the help of live chat, you can interact with customers in real-time and assist new visitors for better sales.
Delight customers by helping them resolve their basic queries on their own. Allow customers to get the right answers by creating a dedicated, SEO-friendly knowledge base that is available 24x7. Create automated rules and workflows to rise above manual and repetitive tasks. Moreover, you can use our trouble ticket tool to break complex parent tickets into multiple child tickets and assign them to the right teams.
Create detailed reports to monitor operator performance and track customer ratings with the help of our free trouble ticket system. You can view the average first response time, open tickets, how satisfied customers are with your service, and other metrics at a glance. With valuable data at hand, it becomes easier for you to train operators quickly and enhance their productivity.
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