It’s Time to Ditch The Frustrating & Inefficient Way of Ticketing
Sloppy processes affect customer experiences more than many companies realize. So, how do you know if your business needs a help desk ticketing system to organize the ticketing workflow?
- Support reps are under constant pressure to provide prompt answers.
- There is a lack of proper workload distribution, leaving agents burnt out.
- Your Tickets, its tasks, and Team Collaboration are all over the place.
- There is a high influx of tickets without any mechanism to manage them.
- Loopholes in customer service are affecting customer satisfaction scores.
Watch DeskXpand’s Help desk Ticketing System Making All The Difference!
Effortlessly Handle Support Requests with Ticket Management System
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Multi-channel Engagement
Your customers want a convenient way to reach out to you. Be it email, live chat, Whatsapp, Facebook, or Instagram, interact with customers on their preferred channels.
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Centralized Communications
A tiny but important feature called private notes makes communications streamlined. Multiple people working on the same ticket can maintain important details to keep each other informed.
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Higher Employee & Customer Satisfaction
DeskXpand help desk ticketing software provides everything that supports teams’ needs to make their tasks smoother. Leading to providing faster help and enhanced customer satisfaction.
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Find Quick Results
Whether creating ticket tasks or finding knowledge base articles, the ticketing software is designed to help your team offer faster help.
Make Work Manageable With Team Inbox
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One-Page Ticketing Interface
Be it email, chat, or a social media platform, with DeskXpand help desk Ticketing System, agents have all the incoming queries in a single interface.
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Faster Replies
No matter what channel the tickets come from, you can answer them from within your help desk ticketing system. Your agents will not have to switch channels in order to communicate.
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Customer History
Keep track of the entire customer history, the queries they’ve raised in the past, the actions taken on those queries, the resolution attained, and more.
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Collaboration
Your agents can chat within the ticket thread by adding private notes. Easily delegate the work with creating tasks and child tickets. Collaboration made simple!
Execute Ticket Tasks Super Smoothly
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Create tasks
Create tasks and sub-tasks of existing tickets. Assign them to relevant agents. The task timeline lets you keep track of the status of each task!
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Estimation & Execution
Add start & end dates, estimated time, and priority for individual tasks. All of these help your team get on the right track to prioritize the important tasks and execute them as required.
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Task templates
Templates are best for repetitive tasks like bugs or maintenance. Create a task using the help desk, and then save it as a template to reuse!
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Notes & notifications
Type additional comments or attach a file within each task. Agents get a notification when they are assigned a ticket task and when a task is due.
A Robust & Smart Help desk Ticketing System
Simplify ticket management, improve agent’s productivity and delight your customers with DeskXpand Help desk.
Automate to reduce manual efforts
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Ticket scenarios
Perform multiple actions on a ticket with a single click! For example, replying to refunds or returns. Every time a query is raised, execute the related scenario and assign it to an agent automatically.
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Ticket assigning
Optimally distribute workload and create a balanced task queue for every agent automatically. The help desk ticketing system lets you auto-assign each ticket to the relevant agents based on set parameters.
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Reduce repetitive actions
Automate redundant tasks like ticket filtering or prioritization using the ticketing system. This helps agents focus on important tasks that matter.
One-Page Ticketing to Execute Actions in a Snap!
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Canned responses
Create pre-formatted, standardized email response templates. Add the template to an ongoing customer conversation and make modifications as needed. Deliver faster, more consistent responses.
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Merge tickets
Merge multiple tickets that are similar in nature/are duplicates. All conversations from the secondary ticket are moved to the primary–keeping the communication streamlined.
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Analytics
Keep tabs on metrics like urgent tickets, unresolved tickets, etc. Admins can get an overview of how busy their support team is based on the analytics.
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Create Child Tickets
Resolve your complex queries faster by splitting them into smaller sub-tickets/child tickets. This way, multiple concerned teams can work on them simultaneously.
Ticketing System For Businesses Across Varied Industries
DeskXpand is a fit-for-all solution that serves the unique needs of all types of industries.
Using the DeskXpand help desk ticketing system, retailers and eCommerce businesses can take care of end-to-end ticket management. They can integrate their eCommerce platform (* currently Shopify available) to get orders and customer information they need to resolve an issue quickly.
Get all student and parent conversations under one roof for better visibility and context. The ticketing system helps education institutions automate repetitive tasks like assigning tickets to the right person.
Improve IT support by managing incoming tickets from a single place. Teams can easily handle large volumes of tickets by organizing and prioritizing them using a help desk ticketing system. Additionally, they can ensure smoother execution of ticket tasks with task management.
Healthcare institutes can organize patient interactions and easily collaborate with internal members to provide faster service to patients. By having patient information in one place, organizations have the required context to deliver personalized experiences!
Frequently Asked Questions
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What is a ticketing system, and how does it work?
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Why use a customer support ticketing system?
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How to choose the best ticketing system software?
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What are the top help desk ticketing systems to use?
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How to implement help desk ticketing software?
What is a ticketing system, and how does it work?
A help desk ticketing system helps customer support and service teams to organize incoming customer queries. It converts customer interactions from multiple channels into tickets. Support teams can view all the queries from a unified interface. Meaning they do not have to jump from one channel to another to respond to queries. The ticketing management system gives them complete visibility over the customer and ticket journey, helping agents to provide context-aware personalized help to customers. Apart from organizing and prioritizing tickets, agents can create ticket tasks, collaborate with internal teams, as well as use response templates to provide speedy replies. With automated ticket routing, you do not have to spend time manually sorting tickets and assigning them to the right agent. Set rules based on time triggers for the support ticket software to follow. The query will be assigned to the relevant agent.
Why use a customer support ticketing system?
As your business grows, you need a reliable help desk ticketing system that helps you streamline and organize the influx of customer queries. Not having the right help desk ticketing system software can put a lot of pressure on support reps. They have to keep juggling between different channels, leaving them unproductive, and queries can slip through the cracks. Following are some benefits of having a ticket management system.
- Bring customer communications from different channels, be it email, live chat, or social media platforms, under a unified interface.
- Get all the information about your customers and the ticket journey.
- Merge duplicate issues into one primary ticket using the ticket management tool.
- Divide a complex query into smaller sub-tickets. Collaborate with the internal team members to best serve customers.
- Group, sort, and filter queries. Automate the process of ticket routing.
- Create ticket tasks, assign them to the right agent, and track the progress.
- Create pre-formatted canned responses to send quick replies to your customers.
- Quick access to knowledge base articles to promote self-service.
How to choose the best ticketing system software?
A good online support ticketing system gives you a complete view of queries from different support channels as well as all the necessary features that agents need to handle tickets. It should streamline and organize incoming queries, reducing manual efforts and making the day-to-day work of support reps easier. A good support ticket software is super intuitive and easy to use too. It should help agents achieve the desired action without any confusion!
What are the top help desk ticketing systems to use?
There are various options available for to buy that one great help desk ticketing system to help support teams handle their support operations. Here is an extensive list of the top 15 ones compared based on features, price, and ease of use.
How to implement help desk ticketing software?
To get started with help desk ticketing system software, you need to integrate your email, social media accounts with the help desk. Once done, you can view all customer communications on the helpdesk’s interface. Using the ticketing system, configure SLA targets to give your support teams more clarity on how to manage customer expectations. Next, add agents by creating their profiles and giving them role-based access. After adding agents, set automation rules that help assign tickets to the right agent. Once your team starts using the help desk ticket management system, you can keep track of tickets, resolution time, team performance, etc., using the dashboard.
Let’s Do This! Talk With Our Crew!
Start today to see how the right customer service software makes all the difference! Connect with us, and we’d love to give you a demo tailored to your unique business needs!
#happyclient
I like the ease of using the DeskXpand and the social media integration. And the feedback feature that the dashboard could integrate into the website is excellent.
-Tristen
Xander LLC, 
