What’s a ticketing system and how does it affect you when requesting help?
A ticketing system works in a similar way to email, but it also serves as a to-do list and a record keeper. Unlike email, ticketing systems will have different statuses and priority levels, as well as the ability to assign tickets to different agents. These systems also have a little more automation than email, such as acknowledging business hours and automating actions and responses based on ticket content and last response. There are countless possibilities.
As an example. When you send an email to the support address. A ticket is created in the system as a result of this action. Until the agent addresses the ticket, it stands out in a different way. There is room for both private and public notes to aid in the resolution of the problem. The ticket is removed from the queue once the agent responds. When the user responds, it is returned to the queue. When the ticket is completed, there are usually emails sent to let the person who asked for help know that the ticket has been closed and is no longer being worked on because it’s been deemed solved. Overall, the goal is to be as efficient as possible when it comes to customer service and to ensure that nothing is overlooked.
TLDR:
A task is created when you send us an email. We work on the task until it is finished. You may receive an email notifying you that the task has been completed or closed. Tickets that haven’t received a response in a few days may also be closed.
