Support Ticket Definition

Customer support is about:

• Keeping customers happy
• Telling businesses how they can grow

Customers are always going to have problems with a company’s product or service.

That’s why a support team is important for running a successful business.

And tools can help make the customer support for businesses straightforward and efficient, like:

• Helping agents manage customer demand
• Keeping track of long-term support inquiries

But what makes life easiest for support teams is support tickets and support ticket systems.

So in this blog post, we will learn about what support tickets are and how they are used with ticket systems.

Let’s dive right in.

What’s a Support Ticket?

A support ticket is a record of interaction between the customer and customer support team.

When customers submit queries:

• Tickets are created and shared between customers and support reps
• Tickets log communication and can be used as references by each party

Support tickets are helpful to customers, support teams and companies.

For customers, support tickets help connect with support reps and get issues solved:

• Explaining their problems
• Adding details as the case progresses
• Saves repeating important information when working with multiple agents

For customer support reps, tickets allow tracking of customers needing assistance:

• Support reps may work with over 30 customers per day
• This system digitises support communication
• Makes logging and updating customer information simple and accessible

And for companies, resolved tickets help identify problems with products and what could be done better:

• Product managers use common tickets for future product or service releases
• Support ticket information provides ideas for knowledge base articles

Growing companies deal with more support tickets which can be overwhelming and impossible to handle manually.

That’s what support ticket systems are used for.

What’s a Support Ticketing System?

Support ticket systems are softwares that help businesses store, organise and manage their service inquiries in a centralised location.

Tickets come through diverse channels, like:

• Tweets
• Chats
• Phone calls

And support ticket systems send these customer interactions to the company’s inbox.

Support ticket systems improve customer support efficiency by:

• Helping support reps manage multiple cases at once
• Collecting tickets in a centralised location
• Prioritising them by urgency

Having all support correspondence to one location helps reps pass tickets to each other while tracking individual contributions.

Such systems also store resolved tickets so support reps can search and reference previous cases similar to the ones they are dealing with.

A growing company always has increases in customer support inquiries.

So to handle customer support a ticketing system will help.

Also, businesses have to keep customers loyal and happy and equipping support teams with the right tools is the best starting point.