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What's a Ticketing System?

Want me to let you in on a customer service secret? When a rep tells you they need to look into your case more and will have to follow up, most aren't rushing over to an expert to solve your problem. Instead, after the rep hangs up the phone he or she is probably taking another customer's phone call.

Ticketing System

A ticketing system is a customer service tool that helps companies manage their service and support cases. The system or app creates a “ticket” which documents customer requests and interactions over time, making it easier for customer service reps to resolve complicated issues.

How does a ticketing system work?

A ticketing system works by first creating a document, or "ticket," that records the interactions on a support or service case. The ticket is shared between both the rep and the customer and logs their communication to one continuous thread. If there's any confusion, or if a detail is overlooked.
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