10 Features Any Good Ticket Management System Should Have

Updated: Dec 27, 2019

features any good ticket management system should have man at a computer desk

Young businesses may get away with a team shared inbox. However, when success knocks on your door and your sales start to grow, you’ll quickly be overwhelmed with emails coming from satisfied (and less satisfied) clients. Not to mention the multiple requests you will receive in the shape of phone calls, live chat messages, or comments on your social media accounts. That’s when requests start falling through the cracks and customer satisfaction decreases.

The solution: getting a killer ticketing system that enables your team to stay on top of customer requests at all times, and solve their issues as fast as possible. This will also result in happier customers, which essentially will bring more loyalty, new leads and higher profits. Born to replace spreadsheets, ticket management systems are now the core of help desk operations. But how do you a recognize a strong ticket solution when you see one? These are the 10 must-have features you should look for in your ticket management system:

01. Multi-channel accessibility

It’s no secret that we live in a hyperconnected society. Streamlining your customer support efforts across multiple platforms is more important than ever. By offering diverse contact channels, you allow users to pick whichever they feel more comfortable with. This freedom of choice results in an overall better experience that benefits both sides.

Because of this, a good ticket management solution ought to be able to track and manage requests from multiple channels. As of today, phone and email are the two largest support channels, followed by live chat. Despite its popularity, social media networks are still far behind these three main communication lines - but there’s no doubt they will grow significantly in the near future. Choosing a system that supports these types of communications, and merges them into one clean, ordered line of tickets, will have a major impact on your customer success results.

02. Support for multiple languages

There is no such thing as geographic borders on the online world. And there is no point on creating them yourself by using a ticketing system that supports only one language. It’s not just about being understood, but about offering your customers the best possible experience. Speaking their language is the first step towards a loyal relationship. Even if Google Translate is just two clicks away, users are looking for brands who go the extra mile. The only thing you should expect from customers is to reach out. The rest of the efforts depend on you, and the capability of your ticket management system to support multiple idioms.

Don’t need a multilingual support at the moment? Think ahead. Most online businesses require at least two languages to properly serve their users. Why choose a monolinguistic ticket management solution now just to go through the whole process again in just a few years at best? Make the right decision, and choose it now.

03. Full customization

Your ticket management system should be fully integrated into your brand. That is, it should look, act, and feel the same as the rest of your online presence. This is especially important from a user experience point of view. Customers don’t want to feel as if your business just didn’t put enough effort into the platform that gives them a voice. Because of this, you should stay away from systems that cannot be personalized.

Ideally, you want to start the process with a template. By doing so, you will save a lot of time and effort. Simply customize the colors and style to fit your brand, and you’re good to go. A good ticket management solution should also include customizable email templates. Again, this will help you create a cohesive brand with minimal requirements. The impact is also huge for you and your team, as the better the navigation (and more pleasant the layout of your system), the more efficient your workflow will be.

04. Workflow automation

This feature is an absolute must. Regardless of the industry, your business needs a ticket management system that works with rule engines. These allow you to create automation rules to assign new tasks. For example, you can use them to send alerts when tickets become overdue or create a filter system based on keywords. Essentially, it eliminates the delay between receiving a customer request and getting it to the right person.

Automating repetitive tasks will significantly reduce the time required to serve each user. At the same time, it will reduce the number of potential mistakes. Overall, workflow automation reduces agent demands and results in a better customer experience.