Your employees are your most valuable asset, so give them the support they need. One key component of providing excellent support when customer service issues are coming in is having a helpdesk ticketing system. These internal ticketing system is the primary connection between the customer and your service representatives when a customer or prospective client has a questions, issue or problem.
A great help desk system has a ticketing feature that manages the process at every step from automatically prioritizing the incoming ticket to allowing multiple reps to easily track and update tickets from all types of devices. This ticketing solution is key to ensuring your customer is getting the service they expect. Here’s three key features that an internal ticketing system should have.
Set custom rules and workflows
Automate processes to help your team speed through repetitive tasks and frequently asked questions so they can focus on complex ones.
Route cases so they don't fall through the cracks
Assign every inquiry to the right person and keep everyone organized with intelligent tools that help you respond and resolve problems in record time.
Let employees help themselves
Keep consistent, correct answers accessible at your agents' and employees fingertips – even from their mobile phones.
It only takes a few hours to get started, and productivity tools let you automate processes and close cases faster. It's easy to create FAQs and share your knowledge base so employees can find their own answers.
Don't depend on shared inboxes or distribution lists when employees need assistance. Customer service systems should allow businesses of every size easily manage their internal helpdesk tickets.