Best Help Desk Ticketing System: A Better Tool For Customer Satisfaction

The best help desk ticketing system goes a step ahead of a usual relevant system.

Every help desk system comes with some purpose: to effectively solve customer queries by completely automating the entire process of customer requests and complaints.

Not only that, a system enables a business to offer multi-channel help to its customers.

In a help desk, you can organize messages, assist and exchange information with customers with one point of contact, and use tickets for communication, which is additionally referred to as a ticketing system.

What is a ticketing system?

A customer support staff employs a ticketing system, which is a piece of software to manage, and track customer issues.

Ticketing platforms offers following most common features:

• Support across channels
• ticket routing, grouping, and labeling
• Measurement and tracking
• Integrations
• managing a knowledge base
• Automation
• Live conversation

Other names for ticketing systems include helpdesk ticketing systems, ticketing software, and ticketing assistance.

Features of the best help desk ticketing system

The help desk ticketing system combines a number of features that are easy to set up and use. Just keep in mind that these features’ sophistication varies considerably.

Here are six typical elements to look for and assess as you get ready to compare various online ticketing systems:

Integration(s)

Businesses often utilize a range of databases and tools to use and manage crucial customer data, just as customers like to use a number of channels. 

Ticketing solutions such as Workhub Tasks aid in removing these divisions through a wide range of connectors.

A cohesive, simplified consumer experience is hence much simpler to build. Additionally, it avoids the confusing and sometimes irritating experience agents face when they are required to attempt and make sense of information from many sources while interacting with a hurried consumer.

Automation

Getting the appropriate information from the right person at the right time is what makes customer service best. 

And even in a small business, the logistics of getting information from various systems to the right individuals soon get problematic.

Because of this, automation processes like assigning tickets, delivering pre-written answers, escalating problems, gathering pertinent customer data, and more may be quite effective.

Automation helps agents be happier, more engaged, and more productive by eliminating or significantly reducing the time spent on similar tasks. In addition, automating these procedures lowers the possibility of human mistakes.

Knowledge Base Administration

Although live chats and phone calls have their limitations, still many employees use these mediums to serve customers and they prefer it for providing correct information.

Knowledge base systems assist users in doing this by collecting and archiving vast volumes of material in connected, searchable databases.

These methods improve your ticket support system by simultaneously increasing client self-service and decreasing the number of tickets your employees need to handle. 

Furthermore, knowledge bases allow customer support agents access to a searchable database where they can easily find information for customers.

Omnichannel Assistance

Customers may reach your business through a variety of channels, including phone, live chat, social media, and email, sometimes all at once. 

In many businesses, the knowledge gathered from these contacts is dispersed among several tools and people. 

Every time they contact the company, the consumer is made to repeat themselves. But omnichannel support enables agents to assist clients in their chosen channels by compiling customer profiles and discussions into a single inbox.

Routing, categorization, and tagging of Tickets

Simply centralizing customer support interactions is insufficient for larger businesses. 

Agents need to be able to quickly determine a ticket’s state and the necessary actions, such as whether to route the ticket to another agent or handle it themselves, in order to deliver the best possible service.

Because of this, help desk ticketing systems allow users to classify and tag requests as they have received. 

Large, fragmented teams can rapidly route support requests to the agents who are qualified to handle them thanks to these categories and tags.

Monitoring and Evaluation

Successful customer service departments avoid unnecessary back and forth and promptly address issues. But analytics are necessary for it to occur. 

You may create reports using helpdesk ticketing system analytics, depending on the information you’re attempting to comprehend. 

To help with decisions on where to allocate more resources, you might, for instance, quantify the amount of time your team spends working on particular problems.

Read: 5 Key features of a Good Employee Management System

Advantages of using the best help desk ticketing system

To speed up problem-solving, the help desk ticketing system accepts, logs, and sorts incoming tickets. 

Any professional customer support team, even a team of one, must invest in basic ticketing software. However, don’t just take our word for it; consider these five potent advantages:

Learn and develop through time

A ticketing system serves as a centralized record for client complaints and the responses from your support team.

Managers may use it to identify which frequent problems could be improved with fresh knowledge base articles.

Alternately, they can see specific circumstances that agents are having trouble with, which may point to a need for more instruction.

There are countless opportunities to learn and develop over time, and the help desk makes it possible.

Transparent performance in terms of client service

There is no one source of data you can use to assess the performance of customer service without the best help desk ticketing system in place. 

Yes, if you have statistics on client retention, you could utilize it, but that might also depend on other things.

Additionally, even while directly polling clients may yield useful information, you frequently require more precise, quantitative data to track and assess service effectiveness.

Increase in the customer agents’ productivity

Excellent customer support is invaluable.

While obtaining information, routing calls, categorizing concerns, and other low-value yet time-consuming tasks are all part of providing exceptional customer support.

The help desk system will always provide agents more time to work on high-value tasks like training and customer care by automating all or some of these processes.

Due to the increased efficiency, your company is also better able to deliver excellent service with fewer agents, considerably decreasing expenses without necessarily compromising service quality.

Improved teamwork within the organization

The worst customer service experiences occur when a consumer phones in and is sent from agent to agent while each one is unable to resolve the issue. 

Poor internal communication, which a ticketing system helps to decrease or eliminate, is frequently the primary cause of this.

Boost the effectiveness of client interactions

Customer agents are enabled to have more fruitful, educated discussions with clients when they have access to comprehensive audit trails of every communication, even if it took place across many channels.

If they don’t have to repeat themselves, clients are less prone to take offense.

Agents could also add customization to accelerate the process. 

For instance, if a retail support professional had access to information on previous purchases, they might go through a customer’s size information and help them select the right fit for a pair of jeans.

Read: How to Manage Team Collaboration with a Support Ticket System

How does the best help desk ticketing system work?

All end-user concerns from various sources are converted into tickets via an IT support desk ticketing system.

As members of the support team attempt to resolve the problem, the system monitors the status of each ticket.  

A ticket keeps track of all communications with a user as well as internal discussions about the problem among staff members.

A ticket may be created using the IT ticketing software of Workhub Tasks as a query, issue, incident, or task.  

Numerous occurrences may all have the same underlying cause as a single issue. For instance, if the business’ email system is down, other occurrences may be connected to that issue. 

Each user’s incident ticket receives an update with the revised status when you designate the primary issue as solved.

Customer tickets are not removed by the customer service agents as soon as they are resolved.

Tickets include useful information that might help you learn more about your clients and business. 

Data may be sliced in many different ways by IT ticketing tools to show performance indicators and provide reports.

Practices for using the best help desk ticketing system

Even the best ticketing software can’t function without the proper processes designed around it, despite its impressive features. 

Four best practices are listed below to help your team get the most out of your software investment:

Create a knowledge base for self-service

It might be exhausting to begin developing a knowledge base for your client. 

Start off modestly, though, and concentrate on offering tools for addressing the most basic, widespread problems. 

Your agents will work more efficiently, and your consumers will be happy, even with a basic knowledge foundation. 

Additionally, by setting up a knowledge base, you may offer pre-written responses to typical consumer queries.

Automate with predetermined ticket actions

Only 20% of businesses think that their ability to resolve customer issues quickly is really good. And more than half (54%) of those surveyed claim that most firms they deal with seem to place a low priority on providing excellent customer service.

Automation is a customer service agent’s best friend in the era of always rising client expectations.

The kind of automation you should use will depend on your service channels, the types of inquiries, and a number of other variables. 

An auto-response, which launches a prepared message to confirm receipt when a client files an issue through chat or text, is a simple example to set up.

Create and utilize a method for tagging that is concise and organized

The most useful features of the greatest ticketing systems are lost without tags. So, to just generate some tags and call it a day is insufficient. 

To ensure that your agents can appropriately prioritize and route each ticket, you must carefully consider what tags will relate to the issue.

Additionally, customer service representatives must be proactive in labeling tickets as they acquire new knowledge while assisting consumers. 

This method of tagging guarantees that tickets are easily searchable and shown in pertinent reports as they grow.

Introduce the new system to agents

When companies purchase software, they frequently only utilize a small portion of its features. The same is true with ticketing systems. 

Start a training program to familiarize your staff with the system in order to avoid this trap. 

Depending on the system you employ, the developer could provide its own training, which is a terrific method to teach your staff without adding to the administrative strain. 

Additionally, your agents may instruct new personnel using the knowledge they acquire in the future.

Why does a business need the best help desk ticketing system?

For the purposes of grouping, prioritizing, and organizing support requests, your company requires helpdesk ticketing.

Using ticketing systems, businesses are able to track customer queries, allocate inquiries to the most appropriate agents, and contextualize client interactions. 

In order to enable customer support employees to collaborate better, the system also provides a shared inbox.

List of the best Help Desk Ticketing System(s)

1. WorkHub Tasks

Workhub Tasks is one of the best help desk ticketing system(s) there.

Using it, you don’t have to manually check for a new query every day from bundles of emails.

Tasks’ AI-based algorithm automatically reads customer feedback and intelligently converts their query into a ticket. Later, it is assigned to a relevant person based on its category. 

Once converted into the ticket, every customer query is divided into various tasks based on its technicality. After that, each task is allotted to a relevant subject matter expert.

You can also generate a task yourself by putting the required information in it and then assigning it to someone on your team, along with a deadline. And this whole practice makes it easier to satisfy and communicate with a customer regarding their problem.

The platform of Workhub Tasks helps you have integrations from multiple customer touch points. As a result, you can gather customer queries from all possible platforms in a single place (be it an email service, your business website, or social media sites like Facebook & Twitter.)

So, with Tasks, you can get every customer concern accumulated in a single place, which saves not only your processing time but also the time of your customers.

Moreover, as a business owner, the most important concern you must have is the security of your data.

But with Workhub Tasks, you don’t have to worry about it as it comes with the best security standards, which include PCI DSS compatibility to encrypt data, whitelisting & blacklisting of data sources, and SSO (Single Sign-On) / Login via Social Media options, which makes Workhub Tasks safe from every unwanted threat.

2. HubSpot

HubSpot’s Help Desk tools allow you to log, organize, and track customer support tickets all on one dashboard that’s accessible to your entire team. 

Customer Reps can view all communication made on the ticket and oversee the case’s progress throughout the entire troubleshooting process. 

Tickets are also linked to customer records, making it easier for customer service reps to reference past engagements with the company. 

With the help Desk feature, HubSpot will automatically create a ticket when a customer fills out a form, sends an email, or reaches out through live chat.

Additionally, HubSpot provides ticket analytics that customer service managers can use to trace their team’s performance. 

This data includes important metrics like agent reaction time, ticket volume, and more which indicate if a team is meeting customer demand. If not, management can investigate individual rep workflow and identify key roadblocks that are preventing the team from achieving business goals.

Some of its significant features are:

• Log, organize, and keep track of customer issues all in one place
• Automate tickets to create a help desk
• Prioritize requests, so critical issues get resolved faster
• Create reporting dashboards: tickets closed, rep productivity, time-to-close, etc. 
• Integration with HubSpot’s free CRM

3. osTicket

OsTicket is a support ticket system that has all the basic functionality you may need for IT support and can also be customized to your preference. 

You can choose between a free, open-source version and a cloud-hosted version available for a monthly subscription.

One of OsTicket’s main features or advantages is the ability to auto-triage incoming requests. You can set up custom fields, queues, and forms upon ticket submission to forward each ticket to the right agent or agent group.

4. ServiceNow

ServiceNow software is an enterprise ticketing system that goes beyond simple incident logging. This software platform intends to bring all IT operations to one place—from ITSM to governance and DevOps.

The main focus of this software is efficiency.

 ServiceNow platform software Employee Management Software enables you to consolidate all of your IT systems, networks, and software during a centralized dashboard. As a user, you can track custom metrics and make your own workflows for internal users, customers, and IT staff. You can also even use it as a task management system.

5. ConnectWise

ConnectWise is more than an IT ticketing software. 

It’s a full-blown business process automation platform designed for companies that need to manage various support workflows under the same digital roof.

Besides a ticketing system, the platform has many other capabilities, including project management, time tracking, reporting, billing, and procurement.

If you would like additional functionality, you’ll customize ConnectWise with one among the 300+ third-party integrations. 

The system’s flexible contract management helps you handle multiple service contracts with ease.

6. SolarWinds Web Help Desk

SolarWinds Web Help Desk is designed to handle customer requests and asset management only. If you need a help desk system for employee support, there is another SolarWinds program for that called “Service Desk.”

Web Help Desk is a downloadable program that enables you to manage support tickets, IT assets, and change management requests.

One of its features that stands out is “SLA breach approaching”—it allows you to set up SLA alerts. For example: “If a ticket hasn’t been updated for 45 minutes, notify the group manager.”

7. Jira Service Desk

Unlike SolarWinds, the Jira Service Desk is a helpdesk ticketing system suitable for both ITSM and customer service. 

Since it has been built on the same platform, this solution connects seamlessly with the company’s popular project management system—Jira Software.  

Jira Video conferencing software Service Desk can be extended using 350+ third-party add-ons that include tools for asset management, surveys, CRM, and many other IT-related tasks.

This system comes with powerful automation features that enable you to streamline tasks like ticket routing and ‘severity one’ notifications.

8. Zammad

Next on our ticketing system software list is Zammad. 

This web-based open-source helpdesk support system enables you to provide IT service via several channels like telephone, Facebook, Twitter, chat, and email.

Zammad’s Help desk Ticketing System escalation rules and ‘desired deadlines’ can be applied not just to tickets but also to clients and organizations, enabling you to quickly define and monitor your SLAs. 

One of the biggest advantages of this system is that it’s auditable—you can go back to any moment in time and see who changed what.

Some last words

Every ticketing system explained above is useful in its own way. Therefore, you can decide which one suits your needs best.

But if you choose Workhub Connect for your company, the outcomes you want will come quickly.

Along with Workhub Connect, your business also receives Workhub Tasks and Bravo, two other useful platforms.

As a result, you receive two additional services for the price of one. 

So, selecting a different provider with almost identical features might not be a cost-effective choice.
Additionally, you may book a free demo to see why picking Workhub Connect is a better decision!