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:
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.
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.
A hybrid ticket stream is a must-have help desk feature that allows customer support agents to follow a customer's ticket resolution journey across multiple channels in the same thread. LiveAgent support ticket system users can continue the conversation in the same hybrid ticket thread via email, phone, live chat, Facebook, Twitter, and contact forms, providing a complete overview of the customer's resolution journey. This feature eliminates confusion, improves agent efficiency, speeds up response times, and provides a better customer experience, ultimately leading to higher customer satisfaction levels, reduced churn, and increased sales. Overall, the hybrid ticket stream improves the customer experience by providing a holistic overview of each customer's problem resolution journey.
Ticket management is a process for managing customer problems and requests, commonly used in business. Important principles include treating each ticket and customer individually, designing the help desk based on user experience, using existing best practices, and prioritizing transparency in client communication. LiveAgent's software allows for automatic tracking and conversion of all customer problems into tickets for better management. Proper ticket management is crucial for efficient and productive customer service, including best practices such as agent training, ticket prioritization, automation capabilities, and tracking agent performance. Ticket management systems improve response times, reduce churn, improve productivity, and increase customer satisfaction.