Whether you are a small team that is part of a start-up, or a large team for a fast-growing company, prioritizing and resolving tickets in a timely manner is key for the overall well-being of the company as well as for not spreading your team too thin.
If your company is using Halp as your ticketing system, this will be a much easier process as the app is already in a conversational mode on your Slack channel. With Halp, your IT team can create and manage IT support tickets directly in Slack, using an emoji to turn the message into a trackable ticket.
As your tickets come in throughout the day, it will be important to assign them a priority as well as a resolution time. There are many factors to consider: who is this affecting? Can they do their job in spite of it? Is it affecting more than one person? A whole department? Assessing the severity of the ticket and what impact it will have on the company will provide your department with structure and will make it easier to delegate tickets throughout the day. Something that affects the whole company will need to be dealt with right away and labeled high-priority, while an issue that affects just one person might be categorized as a lower priority. For some teams, they create different channels to help triage and manage higher-level requests that need their attention immediately.
Below is an example of how you can customize Halp to prioritize different tickets and delineate status. As you can see, the verbiage of the tickets is fully customizable right down to the emoji. This helps to keep everyone on the same page and makes the process fun!
You can offer a unique identity to every customer issue by creating a support ticket. But what is a support ticket? Support tickets are customer issues or requests that can be easily organized, assigned, tracked, and resolved from a single platform.
A support ticket documents all support communications between a customer and a customer service team. Tickets can contain valuable information such as the nature of the issue, its source, date, time, and other relevant customer information.
For Agents: Agents can use a ticket ID to track the progress of every single ticket from start to finish. They can break a complex ticket into multiple child tickets, escalate the ticket to a higher rep, update the status of a ticket, and a lot more.
For Businesses: Companies can learn a lot from support tickets- how well their products are performing in the market, what common problems customers are facing, etc. By studying support tickets over time, they can make necessary improvements to future product releases.
A support ticket system acts as a single platform for managing all customer issues as well as requests. The ticketing software works by automatically converting every incoming support communication into a unique ticket that documents support interactions over the course of time.
Modern customers prefer to contact a business on their preferred communication channels. To make this possible, a multi-channel ticket management system can capture customer messages on a plethora of channels such as live chat, email, phone, social media, web forms, etc. Therefore, your team does not need to use different tools to manage conversations on different channels. An omnichannel support ticket system is all you need.
Now, in order to reduce the number of tickets, the tool gives you the option to create a vast knowledge base or help center. This way you can deflect a majority of support tickets that include common customer queries about product availability, payment options, returns, shipping, etc. A user-friendly knowledge base will empower customers and allow you to reduce your support costs in the long run.
Right from the moment a ticket is received to the time it is marked as closed, a support ticket goes through different stages and takes many forms. Here are the different types of support tickets that you should know:
Sometimes it is not possible for your ground-level or Tier-1 agents to resolve all support tickets on their own. A ticket is escalated as they might not have the necessary skills, knowledge, or authority to resolve tickets and might need further help from senior reps. Now, compared to other tickets, escalated tickets consume more time for resolution.
As the name suggests, a rated ticket refers to a support ticket that has been rated by a customer. Once a ticket is resolved, customers are usually asked questions such as, How would you rate your experience of interacting with our support agent today? Customers can rate their experience on a scale of 1-5 and customer service managers can see all rated tickets in the reporting section.
When your agents start their daily routine, they need to make quick decisions. With hundreds of support requests to take care of, they need to carefully prioritize tickets and plan their day accordingly.
For faster ticket resolution, you can use the Round-robin ticket assignment feature that ensures that tickets are evenly distributed among your available agents. Here are some more tips for a streamlined workflow-
Most businesses make the mistake of assuming that their customers already know that resolution will take time. The truth is that customers might not know what to expect when they reach out to your business for support.
Customer service teams need to know their numbers inside-out for an effective process. For instance, evaluating the trend of new support tickets will help you plan your manpower accordingly. If support requests are received maximum during the weekends, you might wish to hire temporary employees for faster ticket resolution.
Jared is a customer support expert. He has been published in CrazyEgg, CoSchedule, and CXL. As a customer support executive at ProProfs, he has been instrumental in developing a complete customer support system that more than doubled customer satisfaction. You can connect and engage with Jared on Twitter, Facebook, and LinkedIn
When a client submits a support ticket the appropriate members of staff assigned to that department will receive a New Support Ticket Opened email and the ticket will display in the list of tickets.
The status can also be changed manually from the view ticket screen, using the dropdown menu next to the ticket subject. A change in selection here is saved immediately using AJAX, without needing to reload the page. Custom statuses can also be created to help with management of tickets.
You can set up custom fields for support departments on a per department basis. Use this to suit a given department's specific needs. These fields display on the Custom Fields tab within the ticket.
When two tickets are merged, the messages from both tickets will be arranged chronologically. In Merge Ticket, enter the Ticket ID of the ticket to be combined. The newer ticket is merged into the older ticket.
Flagging a ticket to another admin is useful if you want to bring the ticket to the attention of another staff member. Flagged tickets appear in a separate section at the top of the support ticket page to ensure they stand out from the main queue. The Support Ticket Flagged email will also be sent to the user. Flagging a ticket to oneself will not send the email.
The Ticket Tags section only displays in the sidebar when viewing a support ticket in the Admin Area. It links tickets that have a common item (for example, tickets that all report the same issue). You could use this to save a case ID from an external system (for example, if you wish to follow up with those tickets once it is marked as resolved). To use, enter the desired tag text and press Return to save.
Tags associated with tickets in the support ticket list are displayed in the Tag Cloud section of the sidebar of the Support > Support Tickets list.To find all the tickets linked to the tag, use the same name for the tag and then search by tag from Search/Filter on the support ticket list page. The will display the list of tickets linked to the tag.
As a user enters a message for submission as a support ticket, WHMCS can lookup and display relevant articles that match keywords in the submission text. This can provide an answer to a user without them needing to ever submit the ticket. This is designed to help reduce common support questions. To enable or disable this, use Knowledgebase Suggestions in the Support tab at Configuration () > System Settings > General Settings or, prior to WHMCS 8.0, Setup > General Settings.
Ticket reply ratings allow your customers to rate responses they receive on tickets in the ticket system. They also allow you to monitor customers' reactions to the support they receive from your staff. To enable the ticket rating feature, go to the Support tab at Configuration () > System Settings > General Settings or, prior to WHMCS 8.0, Setup > General Settings. Then, check Support Ticket Ratings.
In WHMCS 7.0 and later, you can enable emails requesting a user to provide feedback for their support ticket experience on a per-department basis. On upgrading to WHMCS 7.0, if you have enabled Ticket Feedback, it will be enabled by default for all existing departments. If you do not have it enabled, it will not be enabled for any departments automatically.
Feedback Request determines whether an email request will be sent for a user to provide feedback for their support ticket experience. The results of the feedback emails can be reviewed via the Ticket Feedback Scores and Ticket Feedback Comments reports at Reports > Reports.
Any admin-level user with access to view a support ticket can watch the ticket. Watching a ticket subscribes the admin user to email notifications of any replies, notes, or changes to the ticket options.
You can automatically send user emails into the ticket system as tickets and ticket replies. To do this, you will need to either pipe or import the email into WHMCS (email piping and email importing). 041b061a72