Ticket system: optimizing the work of technical support
Posted: Mon Feb 17, 2025 8:31 am
In 2023, we implemented our own ticket system for convenient work with requests in the chat center. And it is completely free for everyone who works in Chat2Desk. In this article, we will tell you how tickets will help you set up customer service more effectively and increase the efficiency of your technical support team with their help.
Content
Advantages of the Chat2Desk ticketing system
Ticket system functionality
How operators work with tickets
Safe work with tickets
Advantages of the Chat2Desk ticketing system
A ticket system is a tool for service and technical support departments that helps solve customer problems more effectively. Tickets, or requests, are used to improve the quality of service - operators will process identical and recurring customer requests faster
What are the advantages of the ticket system in Chat2Desk:
Structure communication with the client using tickets . They are needed when the issue cannot be resolved in a couple of messages or when there are many questions in one dialogue. It happens that several clients contact several operators indonesia whatsapp data in the chat with the same question in different messengers. In such a situation, it is convenient to create a single ticket for each request.
Tickets help organize work . You can specify the deadline and the person responsible. Tickets can also be filtered by different parameters: by name, deadline, status, or performer.
When you create a ticket, it is immediately linked to the chat . This is convenient because you do not need to search for the necessary dialogue. If you need to clarify details, you can go to the chat with the client directly from the ticket.
Ticket system functionality
The main work with tickets takes place in the section of the same name in the left side menu. There they can be created, edited and deleted.
Working with tickets in a table
You can create new requests in the Tickets section itself . To do this, click the Create ticket button .
In the ticket card you need to enter the following data:
Name ;
Description – here you can briefly or not so briefly describe the question. In the future, this field can be supplemented with new information as the problem is solved: for example, add links or leave comments. This field is required.
Priority – this field indicates the importance of the received request. There are three options to choose from: Minor , Normal , and Major .
Responsible - select the employee who will be responsible for resolving this issue. Choosing a responsible person will help avoid confusion. You will immediately see who is working with which requests.
Deadline – the date of the application decision is indicated here.
Links to requests – links to requests in chats are displayed here.
Status is the status of the work on the application. You can choose from four available: To do , In progress , Waiting , Closed .
When creating a ticket, it is not necessary to indicate the person responsible and the deadline - these fields can be filled in later.
To view a comment with additional information about the request, click on the blue check mark next to the ticket number.
Use sorting in the table to make it easier to navigate the list of tickets.
Number – ordinal: from first to last.
Name - alphabetical, reverse order, or default.
Status – sorting based on status.
The Deadline has also been created – by date from the newest to the oldest and vice versa.
Priority is from the most urgent to the most leisurely and vice versa.
The general table also allows you to quickly change statuses, priority and responsible person. To do this, click the blue arrow in the desired field and select a new value.
Quick editing is available in the general table: to do this, click the pencil icon in the Actions section - a ticket editing window will open, the same as when creating it. To delete a ticket, click the trash can icon in the same section of the table.
Working with tickets in chat
If there are no previously created tickets in the chat request, the +Tickets button will appear at the beginning and end of the request . Click this button to create a new request directly in the chat. Then you need to fill out the card in exactly the same way: we talked about this above.
All tickets related to the request are displayed in the chat in the request information line, next to the tags. If there are already added tickets, the +Tickets button changes to Edit ticket with a pencil icon.
When you click the Edit ticket button , a window opens with previously created tickets, where you can also immediately search among all created ones. The previously linked ticket will be displayed at the top - you can also unlink it there by clicking on the cross.
How operators work with tickets
The client asks a question that may require a long-term solution. The operator in this case creates a new ticket in the chat or in the Tickets section and links it to the request.
The specialist selects the person responsible for this ticket, sets the priority and deadline for completing the request. This will help reduce the risk of losing control over its solution, since there is a person responsible and a deadline.
If a client comes back to you with the same question, the operator will link the new request to the already created ticket. This means that all requests on one topic will be collected in one place - operators will be able to quickly find the necessary information in the comments and promptly give the client an answer.
Safe work with tickets
In Chat2Desk, you can set up access for operators and supervisors to chat center settings to avoid leakage of important data or accidental changes to important settings. Tickets are no exception - set restrictions or open access to viewing, editing and creating tickets in the Security and access rights section .
Content
Advantages of the Chat2Desk ticketing system
Ticket system functionality
How operators work with tickets
Safe work with tickets
Advantages of the Chat2Desk ticketing system
A ticket system is a tool for service and technical support departments that helps solve customer problems more effectively. Tickets, or requests, are used to improve the quality of service - operators will process identical and recurring customer requests faster
What are the advantages of the ticket system in Chat2Desk:
Structure communication with the client using tickets . They are needed when the issue cannot be resolved in a couple of messages or when there are many questions in one dialogue. It happens that several clients contact several operators indonesia whatsapp data in the chat with the same question in different messengers. In such a situation, it is convenient to create a single ticket for each request.
Tickets help organize work . You can specify the deadline and the person responsible. Tickets can also be filtered by different parameters: by name, deadline, status, or performer.
When you create a ticket, it is immediately linked to the chat . This is convenient because you do not need to search for the necessary dialogue. If you need to clarify details, you can go to the chat with the client directly from the ticket.
Ticket system functionality
The main work with tickets takes place in the section of the same name in the left side menu. There they can be created, edited and deleted.
Working with tickets in a table
You can create new requests in the Tickets section itself . To do this, click the Create ticket button .
In the ticket card you need to enter the following data:
Name ;
Description – here you can briefly or not so briefly describe the question. In the future, this field can be supplemented with new information as the problem is solved: for example, add links or leave comments. This field is required.
Priority – this field indicates the importance of the received request. There are three options to choose from: Minor , Normal , and Major .
Responsible - select the employee who will be responsible for resolving this issue. Choosing a responsible person will help avoid confusion. You will immediately see who is working with which requests.
Deadline – the date of the application decision is indicated here.
Links to requests – links to requests in chats are displayed here.
Status is the status of the work on the application. You can choose from four available: To do , In progress , Waiting , Closed .
When creating a ticket, it is not necessary to indicate the person responsible and the deadline - these fields can be filled in later.
To view a comment with additional information about the request, click on the blue check mark next to the ticket number.
Use sorting in the table to make it easier to navigate the list of tickets.
Number – ordinal: from first to last.
Name - alphabetical, reverse order, or default.
Status – sorting based on status.
The Deadline has also been created – by date from the newest to the oldest and vice versa.
Priority is from the most urgent to the most leisurely and vice versa.
The general table also allows you to quickly change statuses, priority and responsible person. To do this, click the blue arrow in the desired field and select a new value.
Quick editing is available in the general table: to do this, click the pencil icon in the Actions section - a ticket editing window will open, the same as when creating it. To delete a ticket, click the trash can icon in the same section of the table.
Working with tickets in chat
If there are no previously created tickets in the chat request, the +Tickets button will appear at the beginning and end of the request . Click this button to create a new request directly in the chat. Then you need to fill out the card in exactly the same way: we talked about this above.
All tickets related to the request are displayed in the chat in the request information line, next to the tags. If there are already added tickets, the +Tickets button changes to Edit ticket with a pencil icon.
When you click the Edit ticket button , a window opens with previously created tickets, where you can also immediately search among all created ones. The previously linked ticket will be displayed at the top - you can also unlink it there by clicking on the cross.
How operators work with tickets
The client asks a question that may require a long-term solution. The operator in this case creates a new ticket in the chat or in the Tickets section and links it to the request.
The specialist selects the person responsible for this ticket, sets the priority and deadline for completing the request. This will help reduce the risk of losing control over its solution, since there is a person responsible and a deadline.
If a client comes back to you with the same question, the operator will link the new request to the already created ticket. This means that all requests on one topic will be collected in one place - operators will be able to quickly find the necessary information in the comments and promptly give the client an answer.
Safe work with tickets
In Chat2Desk, you can set up access for operators and supervisors to chat center settings to avoid leakage of important data or accidental changes to important settings. Tickets are no exception - set restrictions or open access to viewing, editing and creating tickets in the Security and access rights section .