Trouble Ticket System Software For Delightful Customer Service

Keep troubles at bay with our AI-powered trouble ticket system

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Deliver a delightful support experience
Unify all your support channels
Reduce ticket resolution time by up to 80%
Boost operator productivity

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What Are Trouble Tickets?

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.

What is Trouble Ticket Software?

Trouble ticket system 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.

What Are the Types of Trouble Tickets?

Incident Tickets

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.

Request Tickets

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

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

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.

Why Do You Need Trouble Ticket Software?

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:

Capture trouble tickets from multiple channels
Encourage team collaboration & enhance productivity
Enable agents to resolve customer issues faster
Measure performance & customer satisfaction
Offer support to customers on the go

What the need of trouble ticketing software

How Does ProProfs Help as a Trouble Ticketing System?

Multi-Channel Capabilities

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.

Encourage Self-Service

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.

Avoid Duplicate Replies

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.

Keep Tickets Organized

Keep trouble tickets well-organized and delight customers. With ProProfs Help Desk, you can easily prioritize urgent support tickets, or group similar tickets using labels.

Deliver a Delightful Support Experience

Never miss a customer question again!

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.

Manage tickets on a single dashboard
Monitor ticket resolution time
Sort, assign & prioritize tickets
Use labels to keep tickets organized

Unify All Your Support Channels

Get all your customer-facing emails in a shared inbox

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.

Unify customer-facing emails
Automated ticket assignment
Collaborate using internal notes
Assist customers via live chat

Reduce Ticket Resolution Time by Upto 80%

Break troubles into child tickets & resolve them as one team

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.

Encourage self-service with a knowledge base
Be available 24x7
Create an automated workflow
Resolve tickets faster with Parent-child ticketing

Enhance Operator Productivity

Measure customer satisfaction rate with detailed reports

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.

Track performance with reports
Measure customer satisfaction rate
Create training modules for operators
Enhance team productivity

Features

Track Tickets
Never miss a customer question again. Always know who is working on what.
Prioritize Tickets
Make sure the most critical tickets get solved first with our trouble ticketing software.
Resolve Tickets Faster
Canned responses & knowledge base make it easy to resolve tickets.

Share Knowledge
Customers love self-service knowledge base resources. Equip them with 24/7 self-help.
Instant Support
Allow customers to chat with you right on your website and get answers right away.
Train Operators
Create online training modules and train agents to enhance their performance.

Simple & Easy
Meant for all skill levels. No software download or HTML skills required.
Access Anytime, Anywhere
View & access support tools on laptops, tablets, or smartphones from wherever you are.
Scalable
A robust solution that can scale up as your business grows into an enterprise.

Testimonials

"Everyone should give it a try!"

I love ProProfs user experience. The interface is easy to use yet packed with powerful settings.

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

Health Licensing Coordinator, Nebraska Department of Human and Health Services