TRACKING CUSTOMER QUERIES MADE EASY
Managing your customers’ queries was never so easy before!
What better way to help your agents than to give them a helpdesk that keeps track of all the queries raised by different customers. A helpdesk that automatically converts all customer queries into tickets making it easy for your agents to manage and update these tickets from a single platform.
The ticketing system offered by 360Desk comes with a bunch of features that will make your agents’ work a lot more easy and efficient.
Add Ticket gives you the option to manually create a ticket for any customer query that is received. After creation, the tickets can be assigned to an appropriate agent or group for resolution. This will help your support team in keeping a record of every single query that comes their way.
Make it easier for support agents to instantly find the tickets that they are looking for. With Ticket Types, agents can categorize their tickets based on the nature of the query. This will help them save a lot of effort.
Support teams can save up on a lot of time by applying Tags to their tickets. 360Desk offers an option to tag customer tickets. This makes it possible for the support agents to find the required tickets easily just by searching for the tags. By using this option, agents no longer have to scroll through the entire ticket list in search of one ticket.
Help your support team understand which query needs to be addressed immediately. Through this feature, agents can set the priority level for a query whenever they create a ticket on their helpdesk. Ticket Priorities help agents in planning their work systematically and ensure that customer queries are getting resolved on time.
Give your support agents an opportunity to know the customer that they will be dealing with. The User Profile provides your agents with necessary information about the customer who has raised a query. Customer profiling assists in accurately planing the approach for handling each customer and their ticket.
An option to split a ticket will help your agents manage any ticket that may be giving them a tough time. In case an agent feels that a particular ticket may require more time and detailing, they have the option to split the ticket into several different tickets. The new tickets can then be assigned to agents or groups who can best handle them. Splitting a ticket gives an option to offer customers the best possible solution.
Agents can make their work a lot simpler with the Merge feature. There might be instances when a single customer raises multiple tickets about the same query. Your support team can save a lot of time by clubbing all these related tickets into one primary ticket.
Allow your agents to share their work load and help each other. Whenever an agent is too tied up or feels that the query raised by a customer is beyond his expertise, he has an option to transfer the ticket to a fellow agent. The Transfer Ticket feature helps in passing on a ticket to agents who are best capable of handling the request.
The Forward Ticket feature comes in handy when you want to share ticket communication with third parties or external stakeholders. It can also be useful in case your customers need a record of the actions performed on their tickets. Agents can forward tickets to your customers and give them the satisfaction that every possible action has been taken to resolve their query.
The option to print a ticket allows agents to directly take a print out of any ticket that has been created on the helpdesk. This feature can prove to very beneficial when agents are running short of time or not at their desks. It eliminates the need to login to the system just for the purpose of checking a customer’s ticket details.
Suspend Ticket can help agents in getting rid of all unsolicited tickets crowding their helpdesk. With this feature, the support team can mark tickets sent from promotional email addresses as ‘Suspended’. This will notify both you and all the other agents that this particular ticket is not to be attended.
Give your support team the option to mark tickets sent from junk email addresses or no-reply email IDs as ‘Spam’. With this option, your agents can save time by working on only those tickets that need their attention. Unnecessary tickets created due to junk emails can be avoided.
Through this feature, agents can view all the work that has been done on a ticket raised by a particular customer. Recent History provides detailed information about previous tickets as well as chat history, if there is any. Agents can use this details to their advantage and accordingly modify their approach while dealing with customers.
This feature helps in keeping the support team notified about the progress of a customer query. By applying a different status to customer tickets at different stages, agents can keep track of the work being performed on all customer requests.