What exactly is a support ticket?

Typically, a support ticket serves as a means of recording the communication between a customer and a support agent.


In other words, a ticket is created and made available to the customer and the support agent when a customer submits a question or a problem that has to be fixed.


At SimpSocial, we’ve defined this phrase in a more complex way. For us, customer requests—not inquiries—are handled through support tickets. With the aid of tools like a messenger, chat bot, or automated series, an enquiry is the result of a customer asking a company for information. The firm frequently needs time to respond to a request in the interim. This is mostly due to the fact that customer support teams frequently need to consult with experts from different teams to resolve these requests.


To us, these requests should be the main focus of a contemporary and effective support ticket system.


How do support tickets appear?

Customers who want to submit a request to a brand often receive an automatically generated email that acknowledges receipt and estimates when they might anticipate a response. The ticket, which is essentially a representation of the request by a number, can be used to track the development of a resolution as the request progresses through the internal resolution process, which may involve numerous teams. Asynchronous email communication is then maintained between the customer and the company.


In contrast to the standard, we at SimpSocial wanted our support ticket process to be more intimate, conversational, and contextual. As a result, we integrated the SimpSocial Messenger with our support ticket system. Customers can continue communicating with the brand through their preferred interface as a result.


What is a system for support tickets?

As a mechanism to gather all support tickets in one location, support ticket systems have been around up until this point. For example, a support ticket system might compile messages from various channels for customer support teams utilizing an omnichannel support approach. This enables teams to work together on comparable requests and view all of their interactions with a single customer. Systems for managing support tickets allow teams to prioritize inquiries and requests and enable ticket escalation as necessary.


Many of these similar elements are present in SimpSocial’s strategy, but it goes a step further by centralizing all customer dialogues, whether they are questions or requests, making it even simpler for teams to work together and efficiently manage client requests.


What is routing for support tickets?

Sending a support ticket to the group most qualified to address it is known as support ticket routing. The request can be prioritized manually, automatically, or by a customer service agent using a smart bot that analyzes the request’s keywords to identify the next step.


What advantages does a contemporary support ticket system offer?

For brands, this novel approach to support tickets offers a variety of advantages.


1. It is more organized.

When using a typical method for handling support tickets, support staff members email clients asynchronously. This means that it may occasionally take a long time to compile all the data necessary for the brand to adequately address the request and close the case.


Customers can access the Messenger, enter all the information they wish to communicate, then submit the ticket using the SimpSocial method. The ticket is then promptly forwarded to the appropriate team with the use of an automated bot that parses the data in the request. Alternatively, depending on the request, brands can utilize custom objects and actions to automatically execute a request on their account.


2. It enables users to assist themselves

When a consumer wants assistance, they frequently first check the FAQs; if they can’t find the solution there, they then contact customer care. Some people will just bypass the FAQ page because they believe they won’t be able to find their answer there. The number of support tickets may unnecessarily rise as a result of this tendency, burdening the staff with inquiries that may be resolved elsewhere.


Customers can submit their query and receive pertinent articles or links based on the keywords in their query using a messenger-first strategy that is somewhat automated. This might save them from ever having to submit a ticket, and even if it doesn’t, the client is already in the perfect spot to do so.


3. It makes it possible for better teamwork.

A support ticket system is just one tool among several available to many firms, and it isn’t always compatible with others. At the organizational level, the same is true: customer service teams aren’t often well-equipped to work well with other pertinent areas, including product and marketing.


All teams may be impacted by these gaps. The team with the answers frequently receives requests without the context necessary to answer them when a support representative is forced to wait for another team for extended periods of time while also dealing with the growing annoyance of customers.


At SimpSocial, we created a support ticket system that automatically routes tickets to the appropriate team based on topic. All pertinent teams can discuss updates, details, or queries concerning the ticket within SimpSocial, and they all have access to the system. Through the centralization of support functions on a single platform, this eliminates the need to switch between tools and lowers expenses.


4. It increases client satisfaction

Customers can come to anticipate the same top-notch experience they enjoy with every other aspect of your business when you have a consolidated support ticket system. For instance, the brand-new smart ticket system from SimpSocial provides self-service options and automatically directs questions to the appropriate team. Customers can also receive status updates and follow up with more details directly within the Messenger app. Any new details are instantly appended to the initial request, ensuring that customers never have to repeat themselves and that customer support employees don’t waste time on redundant tasks.


What will future support ticketing systems entail?

Customer assistance is a field that is always changing. Customers’ demands for customisation and quick responses are becoming more and more specialized, and as a result, so too should the tools that brands use to interact with them. Support ticket systems could link internal and external teams in the future, expedite support procedures, and further personalize tickets for each client.

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