Using a ticketing system. The good & the bad.

The use of ticketing systems has become the norm among most customer service teams, but should it be? Here’s why using a ticketing system may be harming your business.


What is a ticketing system?

Ticketing systems were created to help internal IT teams track and resolve reported issues that required two tiers of support. By creating a “virtual” ticket for each reported issue, IT teams could easily pass on complex issues to their engineering teams, for example, and track the progress of an issue until it got resolved. And they still work quite well in this capacity.

The problem is, many help desks tools adopted the concept of ticketing into their software as a way to handle incoming customer inquiries. But for most customer service teams, the nature of the types of customer inquiries they receive don’t require external assistance and can be resolved by the customer service team alone. Therefore, turning every customer inquiry into a ticket creates extra work for customer service agents and results in siloed, broken communication between the two parties.

💡 Why do help desk ticketing systems create poor customer experiences?

Today, the ways customers contact and communicate with brands have changed. Customers no longer stick with one single channel when engaging with a brand. They may jump between several - using whichever one is most convenient to them at that moment. And they expect a seamless customer service experience every time too. 
Help desk ticketing systems don’t support seamless ongoing conversations between brands and customers because they keep customer communication in separate siloed tickets stuck in the original channel the communication took place in (ex: email). This makes for frustrating and often inconsistent customer experiences, resulting in customers having to repeat themselves and agents having to jump between several systems or tabs to collect the context they need.

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Who shouldn't use a ticketing system?

Any business that has the need to communicate directly with customers could benefit from using a ticketing system alternative, especially those who want to create deep and meaningful relationships with their customers. These businesses could span from a typical ecommerce business to travel agencies to consumer technology companies and beyond. Historically, help desks have been primarily used by the customer service or IT teams within an organization, but sales teams may have the need to use it too depending on your business model.

How do you use a help desk system?

Imagine you run an online shop that sells running shoes. You might receive a lot of emails, chats, messages, etc., from customers about a variety of different topics from shipping times to product-specific questions or perhaps returns. Some might be more urgent, requiring immediate attention, while others are more common and can be answered with a standardized reply also known as a canned response

Instead of having to manually sort through a shared inbox to prioritize the most important inquiries - a help desk system can do that work for you. Plus, help desk software makes it easy to save common replies as templates so you can answer customer inquiries with just a couple of clicks. In fact, help desks offer many powerful features that can help support teams automatically prioritize and categorize customer inquiries. This ensures the most important questions always get answered by the best suited available agent as quickly and as accurately as possible.

💡 From small businesses to enterprise organizations, brands who want to prioritize their customer service experience and create stronger bonds with customers should use a multichannel help desk.

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How does multichannel help desk software improve a business?

The customer service experience is a crucial aspect of any business. The way you treat your customers and the experience you provide them with directly influences how loyal they will be and how much money they will spend on your products or services. Fail to meet customer expectations and customers will take their business elsewhere. Rise to the occasion and make a customer for life.   

A great customer service experience starts with a great agent experience. Customer service can be repetitive, stressful, and tedious by nature. If the tools agents are using also require lots of manual workflows, it makes keeping up with customers and providing great customer service experiences that much harder. Additionally, support teams forced to work in inflexible, dated systems can expect their agent performance, satisfaction, and motivation to suffer. This ultimately impacts the end customer’s experience too because not only could they be met with a frustrated agent, but their inquiry will take longer to get resolved as well. 

By empowering support teams with better tools like multichannel help desk software, agents and managers can get more accomplished in less time, freeing up agents’ time to focus on the customer instead of the system.

💡 See how Dixa’s multichannel help desk software compares to Zendesk and Freshdesk.

"Dixa has transformed the way we work, so much so that we've reduced our first response time on email by 83%."


What are the main benefits of help desk software?

Benefits for the manager:

Benefits for the agent:

What are the top features of a help desk?

How should you decide what help desk software to use?

Although there are several free help desk software providers out there, investing in your customer experience by finding the best help desk software for your business will benefit you greatly and will provide you with the greatest ROI. Finding free help desk software or cheap help desk software may seem okay initially but will eventually catch up to you. Free or cheap help desk software will most likely offer a subpar user experience resulting in a subpar customer experience. Using inadequate help desk software will always leave room for your competitors to be better than you when it comes to your customer service experience. 

When looking for new help desk software, it’s important that you first identify what requirements are essential to function within the rest of your organization’s tech ecosystem. In other words, identify the things that you can and cannot change or compromise on in terms of your setup. After you have identified your “need to have” features and functionality, begin to define what kind of experience you want to provide your customers with as well as your agents. Finally, get an idea of what your budget is but keep in mind that this is an investment that if executed will make your business more profitable in the long run. 

Want more tips on how to choose the best help desk for your business? Check out our guide

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