Email ticket systems work by intaking customer requests via email.
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.
For more on ticketing systems, see ticketing systems.
More Email Ticket Resources for Call Centers
Agents are presented with customer account information and full omnichannel interaction history, enabling a seamless escalation from one channel or one agent to another.
Ticketing software, also called help desk software, stores tickets alongside the relevant customer data so that all the necessary information on a case is located in one place. This easy-to-use system empowers any agent to jump in and take over a case regardless of whether they’ve worked on it in the past.
To supercharge your contact center through its ticketing system, you need one that does eight crucial things, which we’ll get to in a moment. But first, let’s talk about exactly what an integrated cloud ticketing system is.