There’s a wide range of benefits to using ticketing software, but here are the three biggest:
It improves efficiency
It’s a form of automation
It improves customer service
Ticketing software improves efficiency
When the customer’s support history is organized into a single ticket, picking up where someone else left off is much easier. And when your ticketing system has a user-friendly and intuitive interface, even novice computer users can navigate it and use it, so assisting customers is easier and happens faster.
The best service ticket suites allow you to open multiple tabs so you can look at quotes, invoices, accounts and service orders all at once. You can also move backward and forward through a history of your actions, which helps agents on the phone organize and find information faster.
The interface also improves efficiency by helping managers track resources, inventory, technicians and current jobs. For those managers who have a hard time figuring out what their team did all day, a system like this can give you better insight into what they’ve been able to accomplish.
Some ticketing software suites even have accompanying mobile apps that let your field workers update service orders, enter miles, record materials used and send in time logs as they finish jobs. Quite the step up from a manual system, especially for the guy that can’t remember what he had for breakfast. Or the other guy with the chicken scratch handwriting.
Ticketing software is a form of automation
Wouldn’t it be great if our lawns mowed themselves, our dishes washed themselves and our laundry sorted itself? While we can’t offer a solution to any of those problems, automation is possible for many aspects of business, and it’s all the rage (for good reason).
Service ticketing software is one method of automating work, and we’ve already mentioned some of the ways it does that. It keeps the record for you, it shares the record for you, it eliminates most of the manual entry, things like that. But that’s not all a ticketing system can do, automation-wise.
A ticketing system automates things that help nearly every department in the business:
It helps service techs (both in-office and in the field)
It helps accounting by aggregating all of the time and resource data
It helps dispatch by automatically pulling up customer information
It helps purchasing by recording and updating inventory information
It helps management by compiling relevant metrics and useful data for analysis
Bonus points if you find a comprehensive business automation solution, one that includes things like inventory management and workflow automation. This ensures that everything shares information easily, and operates from a single source of truth.
Ticketing software improves customer service
Let’s start out with maybe the best thing that ticketing software can do: It can take the myriad of different communication methods (email, tweet, form submission, etc.) and turn them all into tickets automatically (see, we told you automation was great). That alone saves lots of time and removes a good portion of your team’s grunt work.
Beyond that, ticketing software records each interaction with a customer in a single journal. Your agents will be able to see all previous requests from a customer and the context of those requests. For example, let’s say your ticketing system turns a customer’s email into a support request, categorizes it, assigns it, adds system-generated notes to it and records this all in the journal. That’s all before an employee even touches it, or a customer even calls in.
When a customer calls for a status update on a service order, a representative will be able to instantly see the current progress of their request in your support ticket software. You can also reduce those status calls with automatic workflows that update customers with a text or email when certain events happen, or after certain spans of time. This level of organization helps agents resolve requests more quickly, leading to higher customer satisfaction.
And if you upgrade your manual system with a comprehensive business automation suite, your support ticket system will be connected to the rest of the system, letting your support techs see inventory and asset tracking, billing and invoicing, project management, business quotes, proposal, and more, all in one place. It’s like giving a Christmas gift to your business.