How Does a Ticket Management System Works?

It is quite difficult to streamline your clients’ queries submitted from different ways, including emails, phone calls and live chat. In order to keep track of everything so that nothing is left out, you need to have right tools. Here, you can think of installing a ticket-management platform. These systems allow you to centralize all conversation with customers in a way that is accessible by anyone from other department as well.

If you do not any idea about a help desk/ticket management system or how does it work, you should read further. In this article, all about it has been discussed, from definition to basic terminology to functionality.

Let's start with the definition

A ticket management system is a software that helps you manage customers support tickets. With this tool, you can create, and update invoices. It is easy to setup and simple to use both for the administrators, i.e., technician and customer. Further, with this software it is quite easy to keep track cases and history of tickets.

The system indicates ticket status as open, closed and pending ticket, which further helps you revolve customer’s queries in an efficient manner. It is flexible to use. That’s mean, you can assign a particular to task to any individual, and divide the tasks into different departments.

In order to understand the system better, what you have to comprehend first is terminology. Here are some terminologies you need to learn to get to know how they work:

Ticket

A ticket is a support request submitted to the ticket management system by a user. A support request could be anything, from a problem, a query or just a greeting.

Category

A category is a place where tickets are kept.

Technician

A technician, sometimes called as “tech, or “agent”, is a person who handles tickets and interacts with the users.

This is how a ticket raising system works

• A user submits a ticket to the web-based software by sending an email to the helpdesk-monitored mailbox.

• The system notifies you about the ticket by email, SMS of push notifications.

• A technician "takes over" the ticket. By this means, he notifies other techs that he will handle the tickets.

• Both the technician and the user interact to answer each other’s questions, post comments and updates.

• All these activities are done using ticket management system’s web interface.

• As soon as an issue is resolved, the technician closes the ticket.

For information on a ticket raising system, approach a company specializing in help desk software.

For more information regarding Ticket management system and Support Management System visit our website http://www.sherpadesk.com/