Email Ticket System

Cloud Ticketing System Overview - what is an Email ticket system? What is a Ticketing System?

LiveVox Helps You

Change The Game For Your Contact Center

  • Improve customer loyalty and satisfaction
  • Attract and retain the best agents
  • Get immediate KPI and bottom line gains
  • Automate and maximize performance

Learn About Upgrading

What is an Email Ticket System?

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. 

Why should you have an email ticketing system?

While handling emails through a regular email account may be possible for smaller businesses, at LiveVox, we believe that an email ticketing system is the optimal solution for mid to enterprise level organizations. Ticketing systems like the one provided by LiveVox offer specialized features that prevent emails from being lost and enable teams to work collaboratively through the queue with ease.An email ticketing system is an essential tool for any business that wants to provide excellent customer service. Here are some key reasons why you should have an email ticketing system:

Streamlined communication: An email ticketing system helps you keep track of customer inquiries and support requests in one centralized location. This streamlines communication between customers and support teams and helps reduce response times.

Efficiency: Email ticketing systems provide automation and workflow features such as pre-written responses, canned messages, and ticket routing that help support teams operate more efficiently.

Prioritization: Most email ticketing systems allow you to assign priorities to support requests. This helps ensure faster response times for urgent issues and also helps you identify trends in support requests and anticipate customer needs.

Analytics and reporting: Email ticketing systems often have analytics and reporting capabilities that help track key metrics such as response times, ticket volume, and customer satisfaction. These insights help you identify areas of improvement, optimize workflows, and improve the overall customer experience.

Accountability: An email ticketing system provides accountability by tracking the status of support requests and assigning them to specific team members. This helps ensure that customer requests are being addressed in a timely fashion and that no requests get overlooked.

How does an email ticket system for customer support work?

At LiveVox, we know the value of providing efficient service to customers and enhanced experiences to agents. That’s why we offer a support ticketing system that assigns a unique ticket or case number to each service inquiry. The result is a system that allows you to track the issue from start to resolution, no matter your role in the contact center. With our ticketing system, you can efficiently manage service inquiries and quickly provide the solutions your customers, partners, and agents need.

A support ticketing system works by creating a unique identifier for every customer support inquiry that comes in. Each ticket contains the details of the issue or question along with any relevant customer information. The ticket is then logged into a central system where it can be tracked, managed, and updated by the support team.Tickets can be assigned a priority level, category, or status, and can include notes, files, or screenshots to help the support team get a clear understanding of the issue. Support agents can collaborate on tickets and add internal notes or solutions to help with future tickets.

Support ticketing systems also include reporting and analytics tools to help monitor team performance, track ticket volume, and identify trends. This data helps businesses make informed decisions about how to improve their support operations and the overall customer experience.

What are the benefits of using an automated ticketing system?

There are several benefits to using an automated ticketing system for managing customer support and service requests. Here are some of the key benefits:

Speed and efficiency: Automated ticketing systems can process service requests quickly and efficiently, reducing response times and improving customer satisfaction. With automation, businesses can handle larger volumes of requests without expanding their support team.

Organization and prioritization: Automated ticketing systems use algorithms to analyze and categorize service requests, assigning priority levels and routing them to the appropriate team members. This ensures that urgent requests are addressed quickly and that no requests go unanswered.

Improved customer experience: Automated ticketing systems provide self-service options such as FAQs, knowledge bases, and chatbots, helping customers resolve issues quickly on their own. This empowers customers and frees up human support agents to handle more complex inquiries.

Centralized customer information: Automated ticketing systems store all customer inquiries and support requests in a centralized location, making it easier for support teams to access information and collaborate on solutions. This also helps maintain quality control by ensuring consistency in responses to common issues.

Analytics and business insights: Automated ticketing systems provide valuable analytics and insights into customer behavior, allowing businesses to identify trends, anticipate customer needs, and continuously improve their support operations. This data can also be used to optimize support resources, reduce costs, and improve overall customer satisfaction.

More Email Ticket Resources for Call Centers

Email Ticketing System for Omnichannel Call Centers | LiveVox

Agents are presented with customer account information and full omnichannel interaction history, enabling a seamless escalation from one channel or one agent to another.

How to Measure Your Call Center Ticket System: KPIs, Metrics & Tools (

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.

Ways an ITS can Improve Call Center Processes | LiveVox

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.

LiveVox Helps You

Change The Game For Your Contact Center

  • Improve customer loyalty and satisfaction
  • Attract and retain the best agents
  • Get immediate KPI and bottom line gains
  • Automate and maximize performance

Learn About Upgrading

Keep Up-To-Date on the Latest Contact Center News

Subscribe to our newsletter and stay current on all the latest technological advances in the contact center space.

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.

To stay up to date with everything LiveVox, follow us @LiveVox, visit or call one of our specialists at (844) 207-6663.

Learn How Bad Customer Experience Is Impacting Your Bottom Line

Learn more in this exclusive interview “What Is The Cost Per Experience In Your Contact Center?”

Stop overpaying for your contact center platform. Download our TCO Report:

Reduce costs without sacrificing quality or customer satisfaction. Uncover the real costs of your contact center and learn how to reduce them with our free PDF.

Download the Report