Ticketing System 2.0

Overview of a Ticketing System

Ticketing systems go by quite a few different names, including:

Regardless of what you call it, a ticketing system is a piece of software that manages and maintains lists of issues. A ticketing system creates a ticket based on a customer interaction: a phone call, an email, chat, or more recently even a tweet or other action shared through social media channels.

How Businesses Use a Ticketing System

The goal is to streamline all communication within a ticket that has a highly organized workflow towards resolution of the customer issue.

Consistent use of a ticket system is considered a hallmark of great customer support/call center support.

To drill a little deeper, a ticket is an element in a trouble ticketing system which contains a full streamlined history of all support-related interventions made by customer support team members, subject matter experts, and sometimes even third parties on behalf of the end user or customer.

Tickets are commonly created in a help desk or call center environment and have a few detailed characteristics:

  • Tickets have unique reference numbers (e.g. case number, call log number)
  • Tickets have a priority and workflow-related status (e.g. new, urgent, pending, resolved)

Zendesk’s Ticketing System

As soon as you sign up for trial with Zendesk, your hosted ticket system is ready to use.  No need to worry about servers or software updates; Zendesk hosts all your data and tickets on our servers.  Your ticket system will receive updates as soon as they are released.  Because Zendesk is a web-based system, you are able to access your hosted ticket system anywhere and from any device.

Inside your Zendesk, you will already be setup with many customer support best practice workflow tools, including macros and triggers.  Furthermore, Zendesk automatically works with your email so you can stop digging through your inbox and start engaging with your customers.

Your Zendesk ticketing system functions as a shared inbox for all your customers’ questions and concerns.  All conversations, be they e-mail, tweets, or phone calls, are stored in the online ticket system as tickets. Your agents are empowered to set up workflows to route, assign, and escalate tickets as they see fit. You can even set up workflows that alert your agents if a ticket has not been responded to in a timely manner.

All data you keep in your ticketing system is searchable – tickets, knowledge base articles, forum posts, everything!  You are given a full audit trail so you can track a conversation from its origin to its conclusion, even if it spanned multiple channels (such as a call that turned into an email).

Interested in how companies like Groupon, Lonely Planet, Foursquare & many other businesses use Zendesk’s ticketing system? (Click here to read unique customer stories)

Why Zendesk?

Zendesk’s ticketing system provides customers with ticket management tools, and highly configurable forums, knowledge base, and FAQs.

Inside your Zendesk, you will already be setup with many customer support best practice workflow tools, including macros and triggers.  Furthermore, Zendesk automatically works with your email so you can stop digging through your inbox and start engaging with your customers.

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Zendesk builds support software for companies who care about their customers.