What is a ticket? How to use tickets in customer service.

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A ticket is an important concept in customer information management and care. This concept is common in customer service departments, customer information management, and sales call centers of businesses.

To better understand what a ticket is and how to apply tickets in customer care and management, please refer to the article below!

What is a Ticket? Understanding the concept of a Ticket

A ticket, also known as a support request form, is a document containing information related to a customer’s problem that needs support and resolution. Tickets help businesses record, manage, track, and quickly resolve customer issues.

Example:

When you use the OMICall multi-channel customer care software, with each call/message/email, etc., you receive a problem from a customer. The OMICall call center system will automatically generate a corresponding ticket, allowing staff to easily manage customers, track issues, update information, and note their needs.

Each ticket will be managed by one customer service representative. Importantly, the ticket will contain complete customer information and can be customized to suit the business’s needs.

Some software providers, like OMICall, also offer APIs to connect tickets from CRM to other business software, increasing management efficiency and facilitating collaboration between departments.

How to Use Tickets in Customer Service

Tickets typically allow businesses to customize the information fields they want displayed, such as: Full name, date of birth, company, job title, contact information, customer status, etc.

Additionally, as an administrator, you can fully adjust the information fields to match the business’s requirements.

How to Create Tickets

Tickets are usually created by customer service staff or automatically generated by a customer service call center software system integrated with CRM features.

Staff can create customer information tickets themselves by clicking the “Create Ticket” button. Then, they enter the details in the required fields.

Creating call logs across channels such as live chat, Facebook, Zalo OA, etc., will help businesses easily manage and nurture customers across multiple channels, instead of only creating logs for calls from a call center. To set up this feature, businesses need a multi-functional Contact Center system.

How to Use Tickets in Customer Service

How to use Tickets on the OMICall call center system

Typically, a ticket is designed with three parts:

• General information about the ticket status;
• Content for notes on the ticket;
• Summary of customer information.

Part 1

This is the general information about the ticket status. For this section, employees will enter and edit information, fill in the ticket status, and be responsible for processing and prioritizing tickets, etc.

Based on this information, the receiving department can easily classify the status of tickets and quickly process those that need to be processed.

Part 2

Regarding the ticket content, the system allows employees to track customer updates over time, chat logs, call recordings, and notes on customer needs.

In addition, within the main content of the ticket, the OMICall intelligent virtual call center software allows employees to make calls, reply to messages, etc., with customers, as well as set up automatic task reminders.

Part 3

The contact information section provides complete customer contact information. Based on this section, employees can update and edit information fields such as: Email, phone number, VIP/regular customer classification, information descriptions, etc.

Especially, this section also gives employees the right to create and view sub-tickets for the ongoing work and coordinate with other employees or departments.

See detailed instructions on calculating tickets in the OMICall call center at:

Practical Application of Tickets – Creating Tickets to Assign Tasks to Employees

When a customer registers an account or the Marketing department updates the list of potential new customers, the OMICall call center will automatically create a corresponding ticket for the customer, distributing it evenly to the Telesales department.

Each ticket will contain complete information such as the customer’s full name, phone number, email address, products of interest, etc., and will be marked as new. Upon seeing these new tickets, customer service staff will know that a new task (sales consultation/customer information response, etc.) needs to be performed.

When opening the ticket, customer service staff can access the information and quickly provide solutions, directly calling or emailing the customer from the OMICall call center software.

In Conclusion

Besides the outstanding applications above, tickets in customer service call centers can help businesses solve many difficult problems that previously required significant resources and costs.

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