How does the ticket system work in Help Desk support?
The Help Desk makes initial contact between the user and customer service possible and is able to resolve specific problems and simple queries in a first interaction. When the problem is too complex to be solv at this stage, the Help Desk support creates a ticket and refers the case to a second level of attention ticket system work .
At this stage you will receive a more in-depth analysis. This level is known as Service Desk or Level 2 technical support and is attend by specializ agents.
Interaction with Help Desk support is usually automatic. When contacting customer service, users often encounter:
In fact, many customers prefer it that way. According to Zendesk’s 2020 Customer Experience Trends Report , 22% of customers prefer to find answers online without having to contact an agent.
However, when the user’s problem is more complex, it is ticket system work the ideal time to demonstrate the efficiency of Help Desk support through the use of tickets .
It is very common for a customer who presents a support issue to become frustrat when they find an automat system that makes it difficult to get in touch with a human agent.
According to the same Zendesk Report , 42% of customers consider an “automat system that makes it difficult to contact a human agent” to be one of
the most frustrating customer service experiences
This is the second highest indicator of frustration, along with “long wait times when interacting with an agent”, 55% , and “having to repeat the information I provide several times”, 41% .
Several important insights can be drawn from this data about the Help Desk service . Customers initially want fast and efficient service, and they don’t mind interacting with an automat system as long as they find the answers they are looking for there.
At the same time, they don’t want to repeat their query several times and be forc to use different channels to get an agent’s attention. Their expectation of customer service is an integrat cambodia telegram phone number list system that solves their problems quickly and efficiently .
The above data demonstrates the relevance of an omnichannel Help Desk support . When a ticketing system is omnichannel, it allows “ the help desk team to track each ticket, manage it, prioritize it, organize it, respond to it and resolve it, no matter where the conversation originates” . It is the ideal situation for any customer!
It is also true for agents. A Gartner email marketing and roi: how to calculate it and tips to improve it study on how employee experience influences customer success show that agent experience is just as important as customer experience, and that the two provide positive or negative feback for each other.
The result of this study indicat that 92% of employees admitt that in order to do their job they ne to deal with particularly difficult and unnecessary tasks .
Nearly two-thirds said this type of effort
The ticket system significantly improves aleart news the efficiency of agents and, as a result, their level of motivation regarding the task they perform.
In the ticketing system , each interaction between a use ticket system work r and a customer support agent creates a record for that and future interactions with the customer, until the request is clos.
This record is call a “ticket” and includes all the information collect during the interaction between the client and the support service. The ticket can be updat as many times as necessary until the case is resolv.