Have you ever wondered how to deal with a ticket where a customer needs to solve multiple issues suitable for different agents/departments? With the Split Ticket feature, you can solve both problems faster and more effectively than ever before.
How does it work?
When you receive a ticket where a customer needs to solve two or more different issues, you simply click the Split button. This will create a copy of the original ticket within your IT ticketing software with a new reference number. You can use it as a normal, valuable ticket with all features as usual. Let’s see a scheme on how this works:
Example
Your customer David is wondering how to setup and configure his default e-mail address for e-mail communication with customers and also if there is a possibility to customize the chat buttons by our designers. We can clearly see this is a case suited for two different departments and your customer support agent will now use the Split Ticket feature to split and assign the ticket to other, more suitable agents/departments.
The Split button will simply duplicate the ticket with a new reference number and the agent can assign it to the right Department.
Communication in Ticket A, regarding the setup and configuration of an email address, will continue in the original ticket. Communication regarding design possibilities will be handled in Ticket B, with a new reference number and assignee.
Solve problems more efficiently
Split tickets that contain multiple requests into two to ensure faster problem resolution. Try it today. No credit card required.
Knowledgebase resources
LiveAgent offers various solutions for businesses, including ticketing systems, chat distribution, and email notifications at a starting price of $11 per month. OneDesk provides similar ticketing tools and automation features, but their interface may take some getting used to. LiveAgent also offers a free 14-day trial and one-on-one demos to showcase their benefits. Contact forms and live chat are available but require cookies to be accepted. Quality Unit, LLC owns LiveAgent, and their website uses cookies.
Zendesk's ticketing system offers multi-channel and multilingual communication, along with standard features such as tags and customer contact information. It also includes reporting and analytics, native integrations, and easy-to-use interfaces. Zendesk offers various pricing plans for different business sizes and use cases, making it a well-rounded ticketing solution. However, some users may find the interface a bit bland, and some advanced features are not included. The startup process is straightforward, and Zendesk provides a helpful guide to get started. Overall, Zendesk is reliable and offers all the essential features needed for efficient ticketing.
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