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Hosted Ticketing System

Hosted ticketing system

What is a hosted ticketing system?

A hosted ticketed system, also known as a support ticket system, takes incoming customer requests for assistance and automatically creates a customer service ticket. Zendesk Support’s system serves as a shared inbox for customer questions and issues, which helps agents work from a consistent ticket, regardless of which channel the customer used. This help desk software feature improves communication between companies and their customers, making it easier to offer solutions faster and more efficiently.

The inside scoop

Because Zendesk Support is an open API ticket solution, third-party developers can create free (or paid) apps that integrate with the system. However, unlike a free open source ticketing system, Support comes pre-configured, saving your administrators and users valuable time. Ironically, free open source ticketing systems often end up costing more due to maintenance and configuration needs.

One benefit of help desk software like Support are the triggers and automations that eliminate time-consuming tasks, meaning your help desk team can assist more customers.

Zendesk Support isn't a one-size fits all solution, however. Whether you're looking for a system that will scale with your global enterprise company or your small business is dipping its toes in the water for the first time, Zendesk has a version of Support that will fit your needs.

How it works

Customers have a variety of channels they can use to contact your help desk—so if a customer sends your help desk an email and then tweets about the issue, you could end up with two agents working on what should be a single ticket. A software ticketing system unifies requests while offering contextual data that includes a history of previous requests—including past wait times. And because the hosted ticketing system tracks data over time—through issue tracking—your agents will learn and improve faster than ever.

Centralizing support tickets into a prioritized lists will help your customer service team enhance its process and ensure that every customer gets the assistance they need. Agents and customers get a live view of how their support ticket is advanced and resolved in the software; for example, users will see the representative name and activity, and employees will be able to view who has accessed the ticket internally, as well as its service history.

Issue tracking software also integrates with applications and systems to give support teams more ways to serve their users, including e-commerce sites and project management software. Integration with analytic and productivity apps will enable your team to create more insightful reports and gauge team development.

Rich, actionable data

Because Zendesk Support hosted ticketing system provides tracking of all your customer service channels and is searchable, your agents can find relevant data about customer data, tickets, knowledge base articles, even forum posts. So if your team begins to see a common issue raised by customers, it can log and track software bugs or add relevant content to self-service solutions like a knowledge base.

Assigning roles

The Zendesk ticketing system provides default roles that work for many teams:
  • Administrator. Controls everything in the help desk software but billing information or payment plans (which are handled by an account owner).
  • Advisor. Team members assigned to this role manage your workflow and configure your Zendesk. They create or manage shared automations, macros, triggers, and views. They also set up service-level agreements, channels, and extensions. Advisors don’t solve tickets, but they can make private comments.
  • Team leader. Team leaders have greater access to your Zendesk than employees in staff roles. They can read and edit all tickets, moderate forums, and create and edit end users, groups, and organizations.
  • Staff. This primary role is for those who will solve tickets. They can edit tickets within their groups, view reports, and add or edit personal views and macros.
  • Light agent. Available as a Professional or Enterprise add-on. They can be copied on, view, and add private comments to tickets within their groups but cannot be assigned to or edit tickets. Light agents can be given permission to view reports or can be restricted from viewing any reports. They cannot create or edit a report. You can add an unlimited number of team members to this role for free.
  • Legacy agent. This is a transitory role that disappears after all agents have been assigned roles.
If the default roles don’t fit your organization’s needs, you can create custom ones based on how your company's customer service team has been set up.

Tickets themselves come in four versions: question, problem, incident, and task. A simple customer inquiry can be labeled as a question and marked resolved once it has been answered. However, if a customer contacts you about a feature of your product that isn’t working—for example, not being able to input credit card information on your e-commerce site—your agents will mark that as a problem, and any additional inquiries from other users will be designated as incidents related to that original problem ticket.

Integrated with WordPress

Zendesk's help desk software integrates with WordPress-powered sites, so blog comments can be automatically converted into tickets, and you can also add a Zendesk feedback tab that will enable visitors to search your knowledge base, begin a live chat session, or submit a ticket. The SSO feature means your users can use their existing log-in credentials to submit those tickets, check progress, or participate in a community forum.

Meanwhile, you can use the WordPress dashboard to access all your tickets and comments, all uploaded files, attachments, and supporting documentation.

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