Insights

Create a Ticketing System - Detailed Guide for 2024

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Insights
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9 mins to read

In Salesforce's State of the Connected Customer Report, it was found that 88% of customers said the service they get from a company is just as important as their product or service. It's not just the customers who think so. Business leaders, up to 73%, also agree that there's a link between business performance and customer service. 

These statistics warrant the need to create a ticketing system. Why? 

  • Issue Resolution: To improve issue resolution and response time. 
  • Seamless Collaboration: To have every team member on the same page, working towards a common goal. 
  • Data Analysis: To gather valuable insights and data to improve processes and customer experience. 
  • Efficiency Boost: To automate processes and make them more efficient, reducing manual workload for employees.

The good news is that creating a ticketing system isn't as daunting as it sounds. 

Below, we teach you how to create a simple ticketing system with JustReply and Slack. 

What Is a Ticketing System?

A ticketing system is a communication tool that helps organizations manage and track issues, requests, and inquiries from customers. It works as a central hub for all customer communications, enabling teams to assign, track, and resolve issues efficiently. 

How Does a Ticketing System Work?

We'll explain the workings of a ticketing system with an example: 

Let's say a customer wants to change their shipping address for an order they placed. They reach out to your customer service team through the support email address provided on your website or your live chat widget.

Your ticketing system, in our example JustReply, saves this query and creates a ''ticket'' for it, or a conversation, as we refer to it. Here's what this ticket would include: 

  • Customer's name and contact details 
  • Explanation of the customer’s problem
  • Date and time of ticket creation 
  • Ticket status (open, closed, or resolved) 
  • Past customer support interactions 

After a ticket is created, it is assigned to a support agent. The agent communicates with the customer through the ticket, providing updates and resolving their issue.

Statuses of customer support tickets 

If they're unable to resolve the ticket, they can escalate it to a senior agent or a specific department for further assistance. Once they resolve the problem, the ticket is marked ''closed'' in the ticketing system. 

How to Create a Ticketing System With JustReply and Slack

JustReply is a customer support tool that lets you resolve your customer support tickets through Slack. You can connect JustReply to your Slack workspace so that when a customer raises a ticket, the ticket is automatically created in your team's designated Slack channel. 

Here's how to create a ticketing system with JustReply and Slack. 

Step 1: Create an account on JustReply

The first step in creating a ticketing system with JustReply is to set up an account on the platform. You can create a user here: https://app.justreply.ai/auth/sign-in. Go through the platform's onboarding process, where you'll add your company name, email address, and password. 

Once you've completed the onboarding process, you'll have access to your JustReply dashboard. Now, you can set up your live chat widget. JustReply's widget supports voice, email, live chat, and video support. So, you can receive all customer queries, regardless of the channel they use.

Next, set up your helpcenter. This is where your customers can find answers to frequently asked questions, troubleshooting guides, support articles, and product documentation. 

Afterward, go through the Slack setup flow. It will allow you to connect your JustReply account to your company's Slack workspace. Once done, you can now see all tickets coming through the helpcenter, live chat widget, or email in your Slack channel.

Step 2: Receive messages from JustReply inside Slack

Once you have installed the App and created a user on JustReply, your customer support tickets will start to appear inside a designated Slack channel. 

Suppose a customer sends in an issue through the support widget. You'll see this notification in your Slack channel, and a team member can assign themselves and respond to the customer directly from within Slack. 

Conversations with customers will be collected as threads in Slack. That way, you can always go back and check the conversation thread to ensure that you are providing the best support possible. Or, if you have to solve a similar issue again, you can refer back to the previous conversation.

Step 3: Respond to Conversations Through Slack 

Now that you have the message in Slack, you can respond directly to the customer from there. Just type in your response and hit send. You can also use pre-defined macros.

Respond to customer support conversations through Slack 

If you need any additional information, you can easily ask for it through the message thread. It eliminates the need to switch between different platforms. 

Benefits of JustReply's Ticketing System 

Features of JustReply ticketing system 

The following features of JustReply make your ticketing system even more efficient: 

  • Minimalist Inbox: Since there's a simplified and minimalist inbox, it's easier to find conversation. You can also easily decide which conversation you need to prioritize. 
  • Seamless Helpcenter: JustReply has 3 helpcenter options. These templates make it easy for your customer support agents to find the right answer for customers. 
  • Powerful Search: Customers don't like waiting for long. So, you cannot afford to spend an hour looking for an appropriate support article to send to a customer. JustReply's powerful search feature lets you find anything you need in just a few seconds. 
  • Speedy Macros: A macro is sort of like a pre-made response. You can design them to reply to frequent inquiries quickly and accurately. All it takes is a single click to resolve a problem. 
  • Smart Editor: Want to write helpful support articles without the extra bells and whistles? Use JustReply's Notion-like editor that makes it easy to write and edit articles on the fly. If you face writer's block, just use JustReply's AI to generate content for you.
  • Chat Widget: JustReply also has a flexible chat widget that you can use with whatever you're most comfortable using. Be it voice support, email support, live chat, or video support, the widget can handle it all. 
Features of JustReply

Benefits of an Automated Ticketing System over MS Excel 

The issue with a manual system like Excel is that it relies heavily on human input. One, it's time-consuming. Two, there's a risk of error. On the other hand, an automated system like JustReply's has several benefits. 

  • Real-Time Collaboration: When all customer support representatives are using the same system, they have access to real-time updates and can collaborate more effectively. 
  • Data Centralization: Everything you need to resolve customers' problems is on the same platform. You can use the helpcenter or macros to respond to common issues.
  • Better Visibility: Transparency is key. With automated systems, managers and supervisors can easily track the status of tickets, monitor response times, identify bottlenecks, and find areas of improvement.
  • No Functions Required: When you create a ticketing system in a manual platform like Excel, you may have to use functions to sort and organize data. For instance, you'll have to create a drop-down menu for columns like ticket status, priority, and category. Your customer support team will also have to learn these functions. With an automated system, all of this is already built-in and easy to use.
  • Efficient Time Management: An automated ticketing system saves time in several ways. Firstly, the initial setup is quick and easy. Secondly, it comes with features like automated responses, ticket routing, and reminders that speed up response times. Lastly, you don't have to waste time manually organizing and updating data.

Elevate Your Customer Experience With JustReply 

Wrapping up, we've established that automated ticketing systems are better equipped to manage customer support requests than simple Excel spreadsheets. JustReply is one such system. Its integration with Slack means you can: 

  • Manage tickets without leaving the channel, 
  • Share ticket details with your team instantly
  • Receive notifications for new requests 
  • Assign tickets to the most appropriate customer support representative 

Give JustReply a try to see how it transforms customer service. 

Experience magic with JustReply.

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