Customer support and customer service have become increasingly important for a successful business. Therefore, these processes should be conducted without flaws, preferably using a ticketing system.
After all, good tools help ensure fast problem solving, improve information security, and consequently, increase consumer satisfaction.
Therefore, a good ticketing platform will receive, systematize, and manage daily requests. If you are interested in this system, read this article to learn how to choose the best ticketing solution for your company’s needs!
What is a ticketing system?
A ticketing system is used to receive, process, and manage all requests from customers and internal departments of a company.
This solution allows teams to:
- Organize tickets that are submitted via several communication channels;
- Identify and prioritize urgent demands;
- Track customer issues from submission to resolution;
- Evaluate customer service, contributing to continuous improvement and identifying dissatisfied customers.
Therefore, ticket platforms facilitate the management and organization of customer demands. As a result, they increase team productivity and ensure faster and more efficient responses queries and issues.
Help desk vs. service desk
Help desk is the service offered to answer simple questions about a product or service. It can be used for internal requests between departments, but it’s focused on questions made by customers through various channels, such as telephone, email and WhatsApp. A ticket is created with requests made within the system. In other words, it’s more suitable for tracking tasks like maintenance, inspection, and technical visit.
On the other hand, service desk refers to a system designed for more complex cases, which typically involve operating system, server, and databases services, among others.
Therefore, although these systems have similar purposes, it’s important to understand that each service has its own particularities. The best platform offers all three solutions (help desk, service desk, and a ticketing system), such as Milvus.
Why your company should have a ticketing system?
A ticketing system is essential for standardizing a company’s actions, which improves support quality and increases customer satisfaction. After all, besides quality products and services, consumers also want good experiences and attention to their needs.
Therefore, with a ticketing system, companies are able to organize their internal processes, providing efficient, fast, and personalized problem resolution. This solution also offers many other benefits, such as:
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Service quality
The ticket creation and registration system allows an integration of various communication channels, improving service quality and increasing customer satisfaction.
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Process automation
Task automation using a ticketing system reduces the risk of errors and speeds up daily processes, in addition to freeing up employees to focus on more strategic activities.
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Easy problem solving
A ticketing system also helps agents resolve everyday issues of customers and answer questions about a product or service, optimizing processes.
How to choose the right ticketing system for your company?
Choosing the right system to create and track tickets and resolve issues can be a big challenge. With that in mind, we’ve listed some important aspects to help you in this task:
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Identify your needs and set priorities
The first step to selecting a ticketing system is to identify the goals of the project or business. Consider general objectives, such as offering reliable support to end users, and more specific goals, such as reducing the response time to a ticket.
This first step will help you define what system functionalities your company requires and what actions must be performed to achieve these objectives.
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Analyze all options on the market
Today, there are many types of ticketing systems available on the market. Therefore, when choosing the right platform for your company, it’s important to assess the software features and usability.
In this step, the team can be involved so agents can explore all features and identify possibilities of workflow customization.
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Analyze aspects such as ease of use, support, and training
When a ticketing system is implemented, agents should be trained on software functionalities, while making them aware of the service goals.
For this reason, the system must have an easy-to-use interface, with specialized support and training that helps develop skills and knowledge of system users – whether customers or employees.
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Prioritize integrations
When choosing your ticketing system, don’t forget to check if the platform allows integration with other tools, as it helps simplify and organize several operations.
For example, the Milvus platform has ticket management, customer service, and project management tools. It also offers system integration with the BomControle system, which allows you to centralize and assess different types of strategic information about the company. Not to mention integrations with WhatsApp, Zabbix, Google Calendar, ChatGPT, and others, which simplify the receipt of customer requests and centralize your operations on a single platform.
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Assess security and reliability
Information security is critical for a good ticketing system, as it protects sensitive data of the company and users. Then, you should assess what kind of security certification, data encryption, and access/backup practices the ticketing system offers.
Also, the system must be stable to avoid interruptions that affect service, team productivity, and customer satisfaction.
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Choose a scalable system
Finally, if you want to expand your business and have a ticketing system that keeps up with this expansion, you have to assess system scalability, considering that, as your company grows, the number of requests from customers and agents will also increase.
Milvus – more than a ticketing system
Milvus is more than a ticketing platform, as it offers benefits that include:
- Email integration, which allows you to transform email requests into tickets;
- Access to customer service history;
- Dashboard and reports with automatic updates and performance indicators;
- Creation of alerts and business rules, and possibility to send personalized notifications triggered by specific and predefined situations.
Also, Milvus optimizes the management of the actions of different teams, leading to efficiency and productivity gains without having to expand your team.
Want to know more about the features of our service management system and how the Milvus platform can optimize your support routines and drive customer success?
Contact Milvus now and take a 7-day free trial or schedule a personalized system demo meeting with one of our experts. Don’t waste any more time with a free and inefficient ticketing system!
