What Are the Business Benefits of a Helpdesk Ticketing System?

During the 90s, outsourcing customer service and support functions became widespread due to the popularization of email and the introduction of live chat systems. This eventually resulted in the early 2000s in demand for commercially available ticketing systems.

The internet and mobile technologies have improved the interactiveness of helpdesk and ticketing management systems for both requesters and support agents by providing reliable performance. Numerous simple and repetitive tasks can now be completed through self-service options.

A highly functional helpdesk ticketing system enables companies to efficiently record and manage incoming support requests. With the help of this system, agents can manage support cases effortlessly while ensuring that all customer queries are resolved. The available advanced ticketing systems can prioritize tickets, which helps support agents determine which requests they should attend to first.

One of the standout benefits is the capability of arranging and categorizing all support inquiries that come in. This is particularly vital for companies that handle large quantities of support requests. It empowers agents to effectively handle support issues and minimizes the possibility of customer requests going unattended or unresolved. Additionally, with the ability to prioritize tickets, agents can determine which inquiries require immediate attention. As a result, they can focus on solving crucial requests first instead of feeling overwhelmed by a deluge of inquiries.

Ticket management systems simplify communication between customers and service agents by limiting all interactions to a centralized platform. Customers can initiate and continue their interactions through their email inbox. If another representative is needed, the history of previous conversations is easily accessible, allowing for a seamless and personalized experience.

According to Microsoft's research, a majority of consumers (75%) expect customer service representatives to have access to their previous interactions and purchases. Despite this expectation, nearly half of those surveyed reported that customer service agents rarely or only sometimes have the necessary information to resolve their issues efficiently. Utilizing a ticketing system ensures that customer service agents have a complete history of every customer's past interactions, enabling them to provide seamless service experiences without repeatedly asking for the same information.

The ticket system serves as a means of keeping track of all employee interactions. Whether it's a phone call, email, or any other form of contact, it should be recorded in the system. This will improve the efficiency of agents and increase productivity. The Microsoft 365 helpdesk ticketing system also offers automated workflows, allowing for pre-determined actions to be initiated, speeding up ticket creation, and resolving issues.