What is a Support Ticket & How To Use One

There are so many terms when it comes to customer support software that often, even we get puzzled. We’ve already covered what help desk soft is, as well as we touched upon what’s an internal help desk. This is slowly becoming a “help desk 101” master class so bear with us.

In any case, it’s prime time we take a look at what a support ticket is and how you can use it to improve customer experiences. Yes, these seemingly small things can mean a day and night difference in customer support. So understanding their functionality will not only expand the capabilities of your ticket management but will help you asses things more effectively.

Support Ticket — The Basics

So, let’s start with the basics, namely, with the term “support ticket”. Now for those of you who don’t know, a support ticket is basically a set of past events gathered in one convenient container. Essentially, a ticket describes customer support interactions between you and your clients and can contain information such as date, time, the issue itself, and of course, contact information. All this information is dynamic and can be changed or adjusted once such a need arises while providing customer service.

Fun Fact!
A fun fact, before we get help desk software solutions. There was a time when agents filled out all this information manually on cards, and you’ve guessed it, they were tickets. These ticket cards were then submitted to a special transporting system and were resolved in the order they’ve been received. Talk about productivity eh?

Outside of the above-mentioned, you can also update the ticket with more information, rename it, and ultimately resolve it. You can also use a support ticket as a mean of providing new information about your products. Whether its a new service or a new product line, your ticket base can become a contact list that you can use to send out promotional material.

Where Support Tickets Come From

We can’t talk about support tickets without mentioning where they can come from. So, modern customer support software solutions allow for all sorts of things, including the ability to gather customer requests from various channels. In the same way as you provide customer service, you can gather support tickets from all over the place, whether it is social media or emails or even live chats. A help desk can gather support tickets automatically without your involvement.

Most customer support software labels incoming support tickets by their origin. In other words, for you to not get lost in different requests, a ticketing system will automatically label each ticket by its place of origin but there are cases where you have to do this marking on your own. You can also get support requests from your forums and even knowledge base so it’s best that your help desk of choice monitors these systems as well. But that’s pretty much it. Does your solution support omnichannel and multi-channel ticketing? If yes, in customer service you’re good to go.

Zendesk Support Ticket

This is what a support ticket in Zendesk Support looks like.

Different Types Of Support Tickets

Now that we know what a support ticket is and where they come from, let’s take a look at its different types. Yes, you’ve heard us right, there are many types of tickets and they aren’t always called tickets. Some companies such as Help Scout calls their support tickets as conversations others call them chats and whatnot.

Why are they different you might be wondering. They aren’t fundamentally different, it’s just that they have extra features applied to them. In the case of Help Scout, their support tickets aren’t exactly tickets but rather chats. You can talk with the customer inside of that ticket and update information on the fly without leaving the chat/ticket itself. They are kinda like customer portals in a sense.

Then there is Zendesk that has a Service Level Agreement (SLA) system attached to the ticket. With this feature, your tickets will remind your agents to respond to customers if they promised them this. So as you can see, not all support tickets are equal as some have extra features attached to them.

To Sum It Up

And this concludes our guide to support tickets. While there are a few things we’ve omitted, such as AI enhancements and automations in the ticket management, we will eventually cover them in the future. But in the meantime, we hope you managed to learn a few things about tickets. In case you have any questions or tips that are worth including in the article, be sure to drop us a message. And if you want to move your tickets in a prompt manner, give us a call. But for now, thanks for joining us and we’ll see you in our next post!

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