Customer Support Ticketing System
Streamline your customer support with an automated ticketing software that converts the customer queries coming from multiple channels into tickets
What is a Ticketing System?
A ticketing system or customer support ticket system automates the management of customer interactions from different channels. A help desk ticketing system not just brings in conversations from multiple channels (email, social, phone, video, Google’s Business Messages, webchat, and SMS), but also maintains the context of the conversation in a unified manner which makes customer support seamless and effective.
An omnichannel ticketing software increases business efficiency, allowing the customer support representatives to track, prioritize, and resolve customer support queries within a single intuitive interface. Regardless of where the conversation starts, the contact center agents get a holistic view of all ticket-related information in one place.
How does a Ticketing System Work?
A ticketing system records all the interactions coming from different channels and creates a ticket for each interaction in the ticketing system. These tickets can be referred by both the customer and the agent to initiate or process any query at any stage of the customer’s journey.
All the tickets are logged in the ticketing system to preserve the conversation context. These tickets can be merged and split as per the use case requirement.
Why do you need a ticketing system?
Adding a ticketing system to your helpdesk allows your agents to work more efficiently in the following ways:
Managed Omnichannel Interactions
Help desk ticketing system empowers you to offer omnichannel customer support by managing conversation from multiple channels such as email, voice, video, social media, in-app chat, webchat, and google’s business messages.
Improved Efficiency
A ticketing system ensures that your agents are focusing on important tasks such as resolving customer complaints and helps you automate other tasks like ticket assignment, ticket creation, etc., to improve efficiency.
Integration Capabilities
An efficient cloud ticketing system integrates with various CRMs– in-house as well as a third party to ensure easy access to information for the agents. Also, with all the relevant customer information, the agents can have qualified conversations with the right context and resolve issues faster.
Self-Service Enablement
The customer support ticketing system incorporates a knowledge management system to allow your customers to find solutions to their first-level, routine queries themselves. A knowledge base contains all the relevant documents, manuals, and FAQs to assist your customers with self-service capabilities.
Track & Measure Performance
Get access to comprehensive reports to measure the performance of agents as well as overall operations. An online ticketing software with in-built live monitoring tools helps to track the process functioning and enable the decision-makers to take real-time yet informed decisions.
Increased Customer Loyalty
With an effective ticketing management system in place, you can provide an excellent customer experience and drive customer loyalty. The happy customers will come back to your brand and will spread the word about your customer service ethics.
Why Ameyo’s Ticketing System?
Omnichannel Ticket Management System
Ameyo offers a unique and flexible ticketing system that allows you to manage tickets, interactions, and conversations across channels with complete interaction history across all touchpoints, along with escalations, and highlighted open tickets in a single window
Enterprise-Grade Ticketing System Features
Ameyo provides comprehensive enterprise-grade ticketing features with Unified Agent Desktop, Omnichannel Customer Support, Integration with leading CRM Applications, Ticket Prioritization, and SLA Management
Enterprise-Grade
Security
Ameyo provides a PCI DSS compliant, and ISO/IEC 27018 and ISO-27001 certified multi-layered secured remote call center environment to ensure data security and customer privacy
Switch to Best Ticketing System for your Business
Ameyo’s Ticketing System Solution to track, prioritize, and solve your customer interactions with ease
Linked Ticket Creation
Ameyo supports a parent-child ticket hierarchy that allows businesses to manage tickets containing multi-departmental issues. With linked tickets, one ticket becomes the master/parent ticket while the other linked tickets become the child tickets.
This helps the agents working in different departments to gather the interaction history and context by referring to associated tickets.
Lite Ticket Creation
A lite ticket is created when the ticket is resolved in the first contact and no additional actions are required to resolve the query. This saves agents’ additional time in closing the ticket and updating its status.
Automating Ticket Assignment
Create workflows by setting business rules to automate support ticket assignment. Ameyo customer support ticketing system software allows you to filter and assign the tickets to the right agent based on the routing rules configured by the business.
For instance, workflows can be created on the basis of preferred language, location, product, persona, etc.
Driving Contextual Conversation
Ameyo support ticket management software allows you to associate interactions about an issue from any channel with a ticket. For instance, if a customer emails you regarding late delivery, and then calls your support agent about the same issue, the agent can map both the interactions and merge them into one ticket for the same customer or account.
SLA Management
Ameyo Fusion CX standardizes your customer support process by letting you define the service level agreements. Notify your agents when an SLA is about to be breached using time-based and event-based triggers. An alert or notification can be sent to the manager in case of an escalation along with a message to the customer about a possible delay. With an online ticketing software, view the SLA status and set the criteria for each SLA to streamline the ticket management operations.
Ticket Prioritization
Helpdesk ticketing systems allow you to choose and prioritize the support tickets that require immediate actions. Automate ticket prioritization based on the heat map created on the basis of certain parameters like time to SLA breach, a number of not replied messages, sentiment analysis, change in ticket status, or rule engine setting.
Integration with Leading CRM Application
Seamlessly integrate your ticketing system with in-house or third-party CRMs to get real-time information. Ameyo’s helpdesk ticketing system integrates with all the major CRMs along with other systems such as email marketing tools or lead management software, enabling the agents to be well-informed while dealing with customers and eliminating the need for them to repeat themselves.
No Missed Interactions
With a comprehensive ticketing system, you can cater to the tickets that get created automatically after business hours. All the missed tickets will reflect on the supervisor’s dashboard which can be further assigned to the agents using appropriate routing logic.
With Ameyo’s ticketing system, you can design your workflow to automate replies for the tickets/interactions that are coming in after office hours. Tracking missed interactions will help you serve your customers better.
Reporting & Dashboard
Let the supervisors stay on top of their helpdesk operations using Ameyo’s Bird’s Eye View App that allows them to track and monitor performance across all campaigns. Supervisors and managers can fetch statistical channel-specific reports, agents’ performance reports, SLA breach reports, and missed interactions report to analyze the performance and make real-time yet well-informed decisions. Visibility into relevant metrics helps increase the probability of faster actions and improved performance across all departments.
Ameyo Vs Competition
What makes us different from other Ticketing Solutions
| Ameyo | Other Vendors |
|---|---|
| Strong CCI & Helpdesk Capabilities | Only Helpdesk Capabilities |
| Limited IT Involvement | High IT Involvement |
| Single Vendor Management | Multiple Vendor Management |
| Easy Custom Integrations | Highly Complex Custom Integrations |
| Omnichannel Routing | Static Interaction Routing |
| Agent Quality Monitoring | No Capability |
| Enterprise-grade Support | Limited Support for Complex Use Cases |
| Unified Interaction & Ticket Reporting | Only Ticket Based Reporting |
Experienced & Trusted by 2000+ Customers Worldwide
A Comprehensive List of Ticketing System Features that you Shouldn’t Miss
Omnichannel Support
Quality Monitoring
Intelligent Routing
CRM Integrations
Unified Agent Desktop
SLA Management
Reports & Dashboards
Single View of Customer
Automate Ticket Assignment
Lite Ticket Creation
Link Ticket Creation
Self Service Enablement
Customers Love Ameyo's Ticketing Platform
Ameyo helped our remote contact center agents reach 100% productivity
in two week’s time while helping us handle more calls with less agents. Our average handling time reduced from 8 minutes to 4 minutes within 10 days of implementation.
It has been a fantastic ride with Ameyo. They have helped us to serve millions of customers with its intelligent dialer applications. Now we are able to answer 95% of our calls within 20 seconds and have also improved agent utilization by 80%
During the recent COVID-19 outbreak, UC proactively moved all its employees to work from home - including a 750 member contact centre team. During this transition, the Ameyo team worked hand in hand with our IT team to solve all technical problems.
Looking for a Helpdesk Ticketing Software?
The Ameyo Advantage
Leader in Customer Experience & Contact Center Solutions
Honorable Mention in Gartner Magic Quadrant for 3 Consecutive Years
Awarded Frost & Sullivan Asia Pacific CCI Leadership Award
Deloitte Technology Fast 500
ASIA PACIFIC, 2014
Take your Customer Experience to the Next level with
Ameyo’s Customer Engagement Platform
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Frequently Asked Questions
A ticketing system is used to keep track of all interactions coming from different channels in a single platform. With a ticketing system for customer service, businesses can streamline their tickets effectively and resolve customer queries, complaints, and grievances.
A Ticketing System should have the following features:
- Intelligent Routing Algorithm
- Ticket Prioritization
- Unified Agent Desktop
- SLA Management
- Reports & Dashboard
Tickets can be created automatically through all the channels such as email, call, video chat, social media, webchat, and in-app chat.
Customer service agents can manage high volume ticket using ticket priortization rules. For better customer satisfaction, different routing rules can be applied and the high volume tickets can be handled by skilled agents.
