Ticketing system

What is a ticketing system? (+3 ways companies use them)

Want to avoid getting overwhelmed by support tickets? Use ticketing systems to manage the influx and provide your customers with timely responses.

Latest stories

Optimize your support solution: a checklist
Article | 6 min read

Optimize your support solution: a checklist

Your customer support technology should evolve with you as your business scales and changes. Use these steps as a map.

The paradox of channel choice
Article | 6 min read

The paradox of channel choice

It’s good to offer all support channels, but not all the time, and not everywhere

Making CX smarter and more personalized with Zendesk and AWS
Article | 3 min read

Making CX smarter and more personalized with Zendesk and AWS

We’re partnering with Amazon for the launch of their Amazon EventBridge, with a simple, flexible streaming…

Unlimited support: How Vimeo's dedicated support engineer Zena Hirsch uplevels operations
Article | 6 min read

Unlimited support: How Vimeo's dedicated support engineer Zena Hirsch uplevels operations

Many support leaders pine for access to engineers who can build bespoke solutions. Then, there are those, like Zena Hirsch, who become the engineer they know their team needs.

Aligning operational metrics with your customer service goals
Article | 4 min read

Aligning operational metrics with your customer service goals

We identify three customer service goals that companies can measure and the operational metrics they need to do so

How to keep that personal touch as your company grows
Article | 3 min read

How to keep that personal touch as your company grows

As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?

Your customers are important--and so is their data
Article | 4 min read

Your customers are important--and so is their data

Security breaches pose real danger to fintech firms and their customers--so when evaluating customer service software, here's what should support leaders look for

5 trends to uncover in your customer service data
Article | 4 min read

5 trends to uncover in your customer service data

A whole lot of data comes out of support interactions. Here are five telltale signs that there's a trend involving your customers and the effectiveness of your customer support.