A ticket system is an important software solution that helps companies manage and track customer requests. It is an efficient way for companies with direct customer contact or in the service sector to systematically process customer requests and thus increase customer satisfaction.

How does a ticket system work?

A ticket system records requests from various communication channels such as e-mails, calls, chats or chatbots and converts them into so-called “tickets”. These tickets contain all relevant information, e.g. the problem, the urgency and any attachments. The tickets are then categorized, prioritized and assigned to a specific employee who is responsible for processing them. This way, everyone involved always has an overview and can work efficiently.

The main functions of a ticketing system:

Creating tickets: Capturing all the necessary information about customer requests.

Categorizing and prioritizing: Sorting tickets by importance and urgency.

Assigning responsibilities: Each ticket is assigned to a team or employee.

Tracking status: Tracking the progress of each ticket, from “open” to “closed” status.

Communication: Ensures transparent and centralized communication within the system.

Reporting and analysis: Enables the evaluation of performance data and common issues.

Advantages of a ticketing system:

Increased efficiency: By automating and structuring processing, employees save time and can focus on solving complex requests.

Error reduction: The ticketing system minimizes human error by storing all relevant information in one place.

Better customer retention: Faster and more efficient service leads to a better customer experience and increases the likelihood that customers will use the services again.