What is Automated Ticketing?

Automated ticketing refers to the creation, tracking, and management of digital records, or "tickets," for each customer interaction or issue. Automated ticketing is a cornerstone of efficient and effective customer service in contact centers. By automating the ticketing process, contact centers can optimize their operations, provide superior customer experiences, and ensure that issues are resolved promptly and accurately. This technology not only benefits customers but also contributes to improved agent productivity and overall contact center performance.

Automated Ticketing Definition Call / Contact Center Resources

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Empower agents to manage service escalations with universal issue tracking across all departments and channels linked together in one view. Our ticketing software makes it easy to manage and respond to customer needs, no matter how many.

The automation capabilities within an IT ticketing system are seemingly endless. IT ticketing software gathers customer requests from multiple sources and uses this information to optimize the customer support experience. When a customer raises a request on their preferred support channel, the software automatically pulls the necessary information in and creates a ticket. Depending on which departments and agents are needed to address and resolve an issue, the system notifies the appropriate parties. Automation makes it easier to address tickets in order of priority.

A ticketing system is a software solution that helps customer support agents manage support requests effectively. It helps agents manage each incident, from the moment it’s submitted through the time it’s resolved. A ticketing system boosts your company’s IT support by keeping it organized and optimized.

Email ticket systems contain custom fields that outline the specific issue details required to resolve an issue.. These systems may also prioritize support requests based on field data and route them to the appropriate agent. Agents can then pull up each email ticket and learn more information about the customer. They can view their contact history and important context to the problem. After the issue is resolved, agents close the ticket and mark as done.

About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.