Sounds like the ticket!
In customer service, the best ticketing system or support ticket solution takes incoming customer requests for support and automatically generates a customer service ticket. A ticketing system allows customers to contact a company via their preferred channel but also ensures support agents are set up for success with a consistent view of the customers. This includes contextual data and previous support requests—all within software that tracks all of this relevant data over time, allowing support teams to learn and improve the support they provide. That's where Zendesk Support comes in.
The inside scoop
Zendesk Support is a ticketing system that acts best as a shared inbox for all your customers’ questions and concerns. This way, no matter what channel the customer uses to contact the company—email, chat, Twitter, etc.—the support agent is always provided with a consistent ticket, making ticket management much easier for the agent to help the customer more quickly solve the issue to their satisfaction.
Reaping the benefits
How much would a Zendesk help desk, help if a Zendesk could help Zen?
- All customer data kept in the ticketing system is searchable, including tickets, knowledge base articles, forum posts and more
- You are provided with a full audit trail so you can track every conversation from origin to resolution, even if it spanned multiple channels and agents
- And as an issue tracking system, it’s possible for your support team to learn and grow over time, leading to better self-service options (built with help desk software), more personalized support, and consistent, efficient customer support
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