Ticket Management

What is ticket management?

Ticket management is a set of processes businesses or contact centers undertake to track and manage inquiries, issues and requests from their customers, employees or vendors. Tickets are managed by leveraging customer service software or helpdesk software that offers ticket tracking with case assignment (to agents or teams) and transparent communication throughout the process. 

Ticket management is primarily undertaken in customer service but has uses in departments like IT and HR. When a customer or user submits a complaint, the software or tool deployed generates a unique ticket number explaining the issue with context.  

Benefits of ticket management include: - 

1. Seamless ticket creation 
2. Ticket status visibility 
3. Issue resolution 
4. Information collection upfront 
5. Centralized issue documentation 

How does ticket management work 

Ticket management involves creating and updating customer complaints as individual tickets, which becomes overwhelming during peak hours. AI-powered software can help ease the workload by leveraging predetermined rules for ticket prioritization and automated routing to the right teams.  Below is a step-by-step guide to understand how ticket management works: - 

1. Customer reaches out through one of the customer service channels raising their issue and sharing details. 
2. The helpdesk creates a ticket, assigns relevant tags and priority as per the context shared. 
3. The ticket is assigned to an agent based on their workload and expertise or agents themselves assign tickets as they arrive. 
4. The agent starts resolving the issue and documents their progress leaving notes and updating the ticket status. 
5. Once the issue is resolved, the agent closes the ticket, and the helpdesk notifies the concerned user. 
6. If there are any follow-up questions, the ticket can be reopened.