How to Manage Team Collaboration with a Support Ticket System

To make your customer support a success, you need a robust and efficient support ticket system that enables easy and effective team collaboration for quickly and easily resolving customer queries.

But how to manage and make your teams work across different departments using such a system? Let’s discuss it.

Challenges in managing team collaboration without a support ticket system

Going outside the department for information presents a unique set of hurdles to meeting your service level agreement (SLA), no matter how hard your agents are dedicated to working to do so.

It always takes longer to assist a consumer when you have to rely on someone else.

Additionally, the number of steps you must take might significantly slow down the process if you don’t have a robust strategy for getting in touch with the appropriate individuals.

1) You must determine the appropriate contact

The customer’s query requires the agent to identify the appropriate department to contact and the exact individual to ask inside that department. 

However, that can be challenging for large corporations with several divisions and thousands of staff members.

2) You must track down the appropriate way to reach them

The next step is to figure out how to contact the individual whose job title appears to be the most pertinent. 

Finding the appropriate data takes effort, even with a clean database that includes phone numbers and emails. 

Additionally, if you leave a message for someone who likes to use email for all professional conversations, you might not be able to reach them right away.

3) Trying again is necessary if you don’t find the proper person the first time

In the worst situation, the person you’ve contacted replies to you with a message stating that they are unable to assist and that you should contact another individual. 

On the other hand, the customer is still waiting for your response while you restart the entire procedure. 

Even if your second attempt succeeds in reaching the intended recipient, you will already be dealing with a frustrated client.

Managing team collaboration with a support ticket system

You may manage the cooperation of different teams working across different departments with a support ticket system as follows:

1. Determine the common problems that require team collaboration across departments

When a client is waiting on your response, it is the worst possible time to attempt to identify the appropriate person to contact in another department. 

At that time, under pressure and with limited knowledge, your agent was frantically trying to find a solution.

For example, an online retail store may regularly need to get in touch with the warehouse for inquiries about shipping, the product department for inquiries regarding size, and the billing department for inquiries regarding payments.

So, you can collaborate with your team using a support ticket system to compile a list of every department you occasionally contact for assistance with customer support issues.

When you are not under pressure, making a list in advance gives you time to develop a better strategy for deciding how to get in touch with each department when you need to.

2. Decide which major departments your customer support staff should work with

Think of all the problems you deal with that necessitates collaboration from each of the departments in your organization. 

You won’t have to depend exclusively on memory for this if your team maintains accurate records.

Examine your previous tickets to uncover particular instances of times you got in touch with the department.

Contact that department right away to discuss the best procedure for receiving prompt responses when you need them. 

They may offer advice on who to contact and how to get in touch with each sort of situation.

Read: Top 5 Benefits of Best Help Desk Ticketing System

3. Make it easier to connect with the appropriate individual

Now that you have all that information, you need to choose the most effective strategy to ensure each agent can access it when required. 

Having a reliable central database with all the appropriate internal contact information is always helpful. Better yet, include that data in your team’s main system to monitor tickets and address consumer queries.

Make it possible for customers who contact your team with questions that require outside assistance to send messages to the appropriate person for each department directly from the ticket support system.

Now because you took the effort to identify and load the correct contact information in advance, it gets to the proper person faster. 

This enables you to store all correspondence connected to the ticket in one location and enables better team collaboration.