What is a support ticketing system?

Not only do ticketing tools help solve internal errors efficiently, but the right support system can optimize customer support. Sort customer emails with tools that convert them to support tickets that are easy to track and manage. Maintaining a productive company requires many different processes regardless of your industry, and there are various ticketing tools you can use to meet your needs most effectively.Most support ticketing systems have the following features:

• A focus on security
• Process integration to help connect your different departments when they need to communicate.
• Ticket automation that directs tickets created from customer interactions to the proper team member who receives the request to fulfill the ticket.
• Ticket tags that provide an organizational structure and allow you to quickly spot trends in issues and link helpful articles to customers through your issue database, increasing the speed at which common problems are resolved.
• Product and inventory management software that allows the company to track inventory needs and information on customer orders from their account page.
• Customizable ticket options that include submission forms, templates for fast ticket creation, status change labels and customer email triggers, such as when orders ship. In addition, there are individual queues, so specific teams are always the first ones to respond to the issues in which they specialize.

Inventory management tools

In our internet-based age, it is just as common to have digital inventory as physical. Regardless of the products or services you provide, it’s important to keep a careful inventory of everything for sale and as it’s purchased. Managing a sales operation requires inventory control and auditing, inventory optimization and purchase order management.

Inventory management and customer satisfaction tools can overlap in some areas. For example, reaching out to a company for help with their purchase is made possible with customer support software. Still, that software needs to be integrated with the inventory control system so representatives can adequately assess the details of the issue. For example, to track a shipment, there needs to be an integration of the inventory department, shipping department and customer communication capabilities.

Customer satisfaction tools

Problems with your purchases are frustrating for customers, who want to quickly rectify any issue they have with their products or subscribed services. Tools like live chat and automated ticketing software can help your loyal client base stay connected with your IT team when technical issues arise. This keeps them satisfied with the solution to the problem and also your company’s dedication to providing excellent service.

When multiple support teams are available for a product, look for ticketing tools that direct people to the person they need to speak with the first time. Find data-driven analytics features that track email campaigns and tickets created and help you spot patterns that boost or hinder your efforts.

Ten best support ticketing tools

Read about different supporting ticketing systems available and determine what your company needs. Make sure to take advantage of free trials to ensure the tools work for your team.

1. FreshDeskSave money on your customer service efforts when you streamline your self-service processes and effectively manage your customer support crew. FreshDesk offers reduced ticket handling times and increases revenue by providing your team with collaboration to help solve issues fast. Hosted on AWS and focused on security, FreshDesk is ISO certified, has a Verified Privacy Seal and a USEU Privacy Shield.
2. Zoho DeskZoho Desk’s focus is on context-aware customer service, and they provide it with AI-driven ticketing tools. The live chat AI, uses advanced automation to analyze social cues as it engages with the customer and helps direct them to a solution or a representative as needed.Zoho Desk makes it easy to improve agent productivity with their award-winning ticket organization system. Customizable self-service options for those who don’t need a representative are available, including templates, FAQS and customer context.
3. LiveAgentAcknowledge your customer issues as quickly as possible with an integrated fast response support ticketing platform. Turning interactions into tickets expedites customer service.Clients feel appreciated when agents are immediately emailed about problems as they arise, resulting in quickly solved issues.LiveAgent call center software is fully integrable with over 40 platforms, including WordPress and WordChimp. Their platform features 180+ applications to ensure all your customer service processes are optimized. Test drive their services with a free trial and save more with no setup fees.
4. HappyFoxBuilt to streamline your CRM processes, HappyFox automates ticket creation and helps customers find solutions to problems with a customized self-service knowledge database. Integrated with various platforms, including Facebook and Shopify, HappyFox helps you keep all of your customer interactions in one handy program.Monitor and analyze customer satisfaction with metrics gathered by automated surveys, which maintain engagement with your clients and help optimize your sales processes. Create your templates and choose when surveys are triggered, or you can have your agents request feedback from the platform.
5. WordPress Advanced Ticket SystemTrusted as a secure and relatively easy to operate hosting platform, WordPress has various apps to enhance hosted sites, including their Advanced Ticket System. Offering both free and subscription-based options, the Elite Support Helpdesk lets customers reach out to solve any issues they’re facing and also helps managers organize tickets productively.WordPress can be used in various ways outside of customer relations. Track repairs and order fulfillment, manage sales and appointments or log your system calls. Users can create their own profiles on your site, making it possible for them to view and manage their orders without help from a representative.
6. Help ScoutQuickly train your support staff with a help desk-style support ticketing system such as Help Scout that has a full suite of customer support and analytics tools that are easy to learn and use.Customers have an optimal experience reaching representatives in real-time using live chat and social media platforms in addition to the classic call or email.Analyzing the finer details of your success is made possible with real-time analytics that provides easily understood and intuitive data. Comprehensive workflow reports, a conversation database and information about current volume and active customers give you a broad view of operations at your fingertips.
7. ZenDeskOffering powerful APIs and CRM solutions to businesses large or small, ZenDesk sell is a support ticketing system designed to improve sales and provide better experiences to customers. Automated ticket creation turns customer contacts into tickets as needed, without the help of an agent and records all communications and actions in every customer’s account.ZenDesk’s email campaign templates are numerous and offer features such as click monitoring, automation and insights into what practices may boost sales. Help center software helps you compile a self-service database for customers to reference, lessening the load on your tech support and customer service teams. ZenDesk also offers a forum feature to post issues publicly and tickets as needed.
8. KayakoWhen you’re in the market for help desk software, Kayako offers a fully-customizable platform available in multiple languages across platforms, including social media. This software makes multichannel conversations possible, keeping all your customers’ details and interactions visible whether they contact your team through email or Facebook message.E-commerce support fully integrates your inventory control and customer service systems, with features such as smart team routing that immediately directs your customer to a product-support associate. In addition, collision prevention helps avoid multiple reps reaching out over the same ticket, improving productivity and reducing customer frustration.
9. SolarWindsWith a diverse line of IT management software options, SolarWinds provides solutions to various business management needs, including network, systems and database management. SolarWinds offers extra layers of security with access rights, IT services management integrations and a patch manager that ensures all security processes stay updated to address the latest malware.Monitoring databases is made simple with query tuning and database advisors. It’s easy to keep a close eye on your servers and applications, with over 1,200 application monitoring process templates available to users. Tools like SolarWinds’ log analyzer and web performance monitor help you spot and resolve issues before user impact.
10. Vision HelpDeskProviding top-notch customer service is simple with software offered by Vision HelpDesk, such as software including a satellite helpdesk for global communication capabilities. This company offers no-risk 30-day trials and discounted software for non-profit organizations.Taking a holistic approach to client communications, Vision offers multi-platform ticket management allowing customers to reach out through channels such as Facebook and Twitter for product support. Live chat software and a mobile app help ensure the fastest communications internally and with customers.

Support ticketing tools FAQ

Does my ticketing system require a service level agreement (SLA)?

While it isn’t legally required to maintain, an SLA helps a company set expectations with customers and create a priority-based ticketing system. It’s important to let clients know how long it should take you to resolve their issues. This will help maintain their trust and loyalty.

How do I prioritize my tickets?

You can use several methods to prioritize your support ticketing:

• Information provided in the customer’s message about the issue
• Category of the customer, such as premium subscription members receiving a higher priority than basic-level subscribers— this is a great way to add value and upsell your services
• On a first-in, first-out basis
• Reach out to customers when there is no resolution to figure out how to satisfy them, don’t wait for them to reach out to you first

How do I handle a backlog of tickets?

One downside of unexpected business growth is that bugs in the system can quickly become a big problem. Prioritize your tickets when they become too numerous to handle, and set up an automated response that gives proper expectations to customers waiting for help.