Ticket Management Software with AI Assistance | Zo... https://www.zoho.com/desk/ticket-management-softwa...

What is ticket
management
system?
After a customer's ticket enters your company's system, it passes through
multiple points before reaching its resolution. This multiplied by hundreds of
customer tickets makes a shared inbox insufficient for providing good support.
Ticket management software helps you organize all your customer requests and
cut through the clutter. It makes the job easier, every step of the way.

TAKE A FREE TRIAL

What should you look for in a

support ticket management
tool?
Multichannel support: A good ticket management tool helps bring customer
communications from different channels to one interface. This reduces the
amount of time your agents spend switching between tabs, and brings all
customer data to one place.

1 of 12 05/11/22, 10:53
Ticket Management Software with AI Assistance | Zo... https://www.zoho.com/desk/ticket-management-softwa...

Email: A service ticket

management system
collects and brings all
your customer emails to
one interface. This is
especially convenient
when you have multiple
email addresses for
customer support.

Social media: Time is

essential while
responding to
customers, especially
when it comes to social
media. Ticketing
software brings your
customers' social media
messages to one tab,
from which your agents
can view and reply to
messages, and tweet out
to your customers all
from the same place.
Learn more.

Live chat: Agents can

make sure customers get
instant, personalized
responses via live chat.
Ticket management
software enables you to
embed chat widgets in
your website or help
center from which your
customers can reach out
to you. Learn more.

2 of 12 05/11/22, 10:53
Ticket Management Software with AI Assistance | Zo... https://www.zoho.com/desk/ticket-management-softwa...

Telephony: With cloud

telephony, agents can
make and receive
customer calls on the
cloud, while recording
and logging these
conversations. They can
also convert these calls
into new tickets or
associate them with
existing ones. Learn
more.

Web form: Embed a

customizable web form
widget on your website
that will help your
customers fill out a form
with the details you need
and submit their
questions as tickets.

A multichannel help desk makes it easy for your customers to reach you.

It needs to be easy for your agents

to use as well.

Easy setup

3 of 12 05/11/22, 10:53
Ticket Management Software with AI Assistance | Zo... https://www.zoho.com/desk/ticket-management-softwa...

A prolonged and complicated setup

process will leave your agents struggling to
navigate the system and end up delaying
your customer service. Good ticketing
software can be set up in minutes, and
makes using it the least of your agents'
troubles.

Intuitive automations
When a customer submits a ticket, it needs
to be routed to the right department or
person. While this process can be done
manually, it increases the risk of delays.
Automating this process helps your team
resolve each issue faster. A round robin
setting can also help distribute the ticket
load evenly to reduce any bottlenecks.

Sentiment analysis
Your agents deal with a lot of customer
requests, and it is imperative for them to
know which tickets need their immediate
attention. Automatic sentiment analysis
helps agents prioritize and work on tickets

4 of 12 05/11/22, 10:53
Ticket Management Software with AI Assistance | Zo... https://www.zoho.com/desk/ticket-management-softwa...

that have a negative sentiment analysis,

and gives them more context at the first
look.

Auto-suggest
The ticketing system identifies keywords in
the customer's request and pulls up the
relevant articles from the help center.
These automatic suggestions appear
within the same workspace as the tickets
and help agents answer and resolve simple
issues a lot faster.

Supplement your START A FREE

TRIAL

5 of 12 05/11/22, 10:53
Ticket Management Software with AI Assistance | Zo... https://www.zoho.com/desk/ticket-management-softwa...

customer service
efforts with
powerful help desk
software.

While these features make it easier for agents when they're

working by themselves,

It's imperative for a system to

accomodate other teams and apps
too.

Collaboration
Coordinating with your engineering team to fix bugs, or your sales and marketing teams
for additional information is essential to quality customer service. Your support reps need
to keep tabs on all of these conversations and make sure there's no miscommunication
between any of them. With a good ticket tracking tool, you can ensure all team
conversations are streamlined, through a team feed where your employees can see all
important announcements or through team chats where conversations are private and
organized.

6 of 12 05/11/22, 10:53
Ticket Management Software with AI Assistance | Zo... https://www.zoho.com/desk/ticket-management-softwa...

Agent collision prevention

Most ticketing tools come with agent collision prevention measures that alert an agent
when someone else is working on the same ticket. This reduces the chances of
overlapping work and confusing the customers.

Integration and customization

Each agent must be comfortable with the interface that they regularly work with. A
flexible ticketing management system allows them to customize and integrate it with
other apps they need.

7 of 12 05/11/22, 10:53
Ticket Management Software with AI Assistance | Zo... https://www.zoho.com/desk/ticket-management-softwa...

There is something only your customer can provide, and that is

feedback.

With a ticket management system,

you can organize and analyze this
data.

Feedback loop
When your agents get back to the customer after their issue has been fixed, with the help
of a ticket tracking system, they can ask for the customer's feedback about the service
received. This helps agents understand areas they're good at, and areas they need to
improve.

8 of 12 05/11/22, 10:53
Ticket Management Software with AI Assistance | Zo... https://www.zoho.com/desk/ticket-management-softwa...

Set up your
help desk and
get the feel of
TRY ZOHO DESK
how these
features can
help you.

There's more to customer service than agents and customers.

Managers play an important role in

identifying areas for improvement.

Advanced process automation

No matter how flexible the organization, when it comes to customer service, it's essential
to stay consistent. With advanced process automation, you can set up all your internal
processes within your help desk, implement them automatically, and make sure that all
processes are followed precisely, every time. An enterprise ticketing system also helps
you spot bottlenecks that are causing delays in your support process.

9 of 12 05/11/22, 10:53
Ticket Management Software with AI Assistance | Zo... https://www.zoho.com/desk/ticket-management-softwa...

Reports and insights

Using detailed reports to understand your team's performance helps managers
understand where they need to improve and how they can remedy those issues. With a
good trouble ticketing system, managers can even schedule reports to their inbox on a
regular basis.

Mobile app
Customer service does not have to mean being tied to your desk 24/7. Help desk software
apps let you perform most ticketing functions from your mobile phone. So managers can
help their agents and customers without needing to be present in an office.

10 of 12 05/11/22, 10:53
Ticket Management Software with AI Assistance | Zo... https://www.zoho.com/desk/ticket-management-softwa...

What if you end up not liking the

help desk tool after you buy it?
There are a lot of options to choose from when it comes to the ticket management
system, and almost all of them come with a free trial period or an open source
version, including Zoho Desk - one of the industry's leading help desk software
solutions. You can evaluate and compare Zoho Desk with its contemporaries, take a
look at pricing plans, and arrive at a decision yourself. It's definitely worth the effort.

11 of 12 05/11/22, 10:53
Ticket Management Software with AI Assistance | Zo... https://www.zoho.com/desk/ticket-management-softwa...

How about you start with 

Zoho Desk?
START MY FREE TRIAL

Check pricing plans

12 of 12 05/11/22, 10:53