What is an IT ticketing template?
Trouble ticket software manages the organization, reporting, and resolution of trouble tickets. Because managing tickets can be complex, having a solid software system in place helps prevent ticket clogs and forgotten customer requests, which leads to lower satisfaction rates.
Zendesk Support offers innovative opportunities for businesses to customize their trouble ticket systems and handle ticket management easily.
The inside scoop
Zendesk Support enables support teams to streamline customer communications in a single ticket, all within an easy-to-understand workflow. That means faster resolution of support requests. If a customer reaches out again, agents will have access to critical information about that user, including when they last needed help, what the nature of that problem was, and how long the customer waited for resolution.
Support also collects data that can improve a team's performance. The issue tracking system gives management an overview of issues raised by several customers and other information that can help identify bugs.
While you could create your own custom ticketing software or use a free open-source platform, you would face issues of integrating with other software tools and ever-increasing costs to customize templates and manage growth. By contrast, cloud-based trouble ticket systems such as Zendesk Support provide a wide range of tools that will scale with your business at a cost that won't harm your bottom line. You'll get a choice of pricing tiers, proven security, and access to support when you need it.
In practice, Zendesk Support features tiered ticketing, allowing customer service managers to prioritize problems, and the system's skill set settings mean that those managers can also choose to send tickets to agents based on expertise. So when a customer reaches out about a complex problem or one that requires institutional knowledge, you will be able to direct that user to the agent best suited to help.
Make it your own
Zendesk Support also allows administrators to add custom fields to tickets, and you can limit visibility to just agents or both agents and end users. Those custom fields will appear on your tickets and on support request forms. You can then use those fields for triggers, automations, macros, and views, as well as for gathering more information about a support issue, product, or service. These changes to the template can be required or optional for agents. Like default fields, knowledge base content, and other ticket data, all information in Support can be searched by users, making it easy to find what you need.
With drop-down fields, Zendesk Support automatically generates tags as you enter field options for your custom field. You can modify the automatically generated tags by editing the Tag field and you must have a tag for each option. For example, you could use a tag to automatically assign a ticket to a specific support group (such as one dedicated to a specific product type or one with a certain skill set). Those groups could click on their ticket view and select inquiries based on product line (administrators can change the format to support the new template).
Administrators for Support Enterprise clients can also create special roles. Your team members can be assigned those roles, and business rules can ensure that when a particular role-related issue arises, that ticket will be sent automatically to relevant employees.
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