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TICKET MANAGEMENT SYSTEM

ASSIGN, MERGE AND PRIORITIZE TICKETS. RESOLVE ISSUES FASTER. GROW BUSINESS WITH INTEGRATED HELP DESK TOOLS.

Create a powerful foundation to provide excellent customer support with Zogata’s Help Desk Software.

Zogata offers a powerful and effective support ticket system that collects all the concerns and queries of customers in the form of tickets. Customer may use multiple channels such as emails, call, chats, web forms, etc. to contact the company and address their concerns. Zogata acts as a web-based help desk software where you can easily respond to their queries by creating tickets.

Here are few core benefits of Zogata’s Ticket Management Software:

  • Highly organized ticketing system helps to improve customer service over time
  • Customer interactions become more streamlined
  • View, manage, merge, delete tickets, all through single interface
  • Faster resolution of individual support tickets
  • Collection of customer data will empower company’s support teams
  • You can track issues and get deeper insights into features that need improvement
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HOW TICKETING SYSTEM HELPS?

Along with streamlined workflows, an efficient ticketing system will also provide invaluable insights regarding a specific product or service of an organization.

How?

If team members notice that a specific problem is frequently being requested by several customers about the same product/service, it will allow them to take immediate actions for amendment.

HOW ZOGATA TICKET SOFTWARE WORKS?

With Zogata’s Ticket Software, support agents get to create ticket workflows in order to allow ticket routing, ticket assigning and ticket resolution, so nothing seeps through the cracks. All support tickets and customer interactions are centralized at one platform.

Customer data including tickets, forum posts, knowledge base, etc. can be searched in our all-inclusive ticketing system.

Zogata’s issue tracking system will further instigate business growth by helping you improve self-service options and provide consistent, personalized and efficient customer support.

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TICKET ASSIGNMENTS

Make use of automation to route and assign tickets to support team agents. Whenever customer sends an email, fills out a form or contacts you through chat, Zogata will automatically create a ticket regarding the same and route it to the right agent.

Assigning tickets to different agents can either be done manually or automatically. Generally, tickets are assigned to an individual agent or a group based on preset rules. Impact of the queries, experience of the agent, urgency of customer issue, workload, time shift of agents, all these factors are to be considered whilst assigning tickets.

Routing tickets to right agent

Sort out incoming tickets and route them directly to the right agent or group with the help of Zogata ticketing system. No need to manually assign tickets as they come in, Zogata will do the work for you!

Round Robin Ticket Assignment

Assign tickets to every agent in a group who are online, using Round Robin ticket assignment tool. Since, tickets are equally assigned in a circular manner to agents who are available, customer issues are resolved much faster- especially those related to recent orders, refunds, transactions, etc.

Balance workload of agents

Make use of load balanced ticket assignment feature and automatically assign tickets to agents based on a preset threshold value of tickets. As ticket assignments will be balanced, none of your team members will feel overtired.

Ticket Assignment based on agent skill

Perform ticket assignment based on expertise and skill set of agents. Such skill-based ticket assignment will make sure customer issues are resolved in the best possible way.

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MERGING TICKETS

Businesses are likely receive multiple tickets regarding the same issue from same customer. Now, you don’t want multiple agents working on same ticket individually, as they will be wasting a lot of time and efforts in the process. It is also possible for agents to mistakenly create a new ticket instead of following up on the existing one. That’s when merging tickets helps!

Identify when a customer has submitted multiple tickets with same request and merge them together with Zogata’s help desk ticketing software.

How Merging Tickets helps?

Merging two or more tickets together allows for better resolution in a broader way. If one customer has submitted more than one ticket, it is possible that they might be related to the same issue. In such case, it is better to quickly check all their submitted tickets in the User tab and merge them to prevent confusion amongst agents.

Merging tickets will streamline entire process, reduce response time and help you close tickets faster.

Who has access to merge tickets?

Admin or Account Admin, Agent and Supervisor will have access to merge tickets. Know that, merging action will be permanent and cannot be UNDONE.

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TICKET STATUSES

Ticket Statuses define the current status of a particular ticket submitted by customers. Agents can fully customize the ticket status at any time.

Ticket Statuses play a vital role in your ticket software, as it:

Helps agents to prioritize

Ticket Statuses allow agents to identify the stage in which a particular ticket is. Such transparency will allow agents to filter through tickets easily based on their status. For example, agents can prioritize tickets that are ‘Customer Replied’ or ‘New’ and take immediate action, whereas tickets with statuses ‘Awaiting Customer Reply’ or ‘On Hold’ can be handled later. Hence, agents get to organize tickets in a systematic manner.

Provide valuable insights

Supervisors will have deeper insights as to how long agents take to respond, what is the response time and other such key metrics. You can also analyze complete Ticket Status History in Zogata’s ticket management software.

Allow Bulk Status Changes:

Agents can change statuses of multiple tickets at one time through our help ticket software.

Keeps customers updated

Your customers can check the status of their tickets in the Customer Hub. Enhance self-service and let your customers find out the status of their request on their own. This way, your support team does not have answer questions repeatedly regarding ticket statuses.

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MASS ACTIONS

Mass actions feature allows business agents to select multiple tickets at the same time and perform bulk actions on it, thereby saving a lot of time. This feature in Zogata’s ticketing system software helps to transfer, merge, delete and update tickets in just two clicks.

How to perform Bulk Ticket Actions?

1.Select tickets
Select tickets you want to perform bulk action on by checking the box on the side. You can choose the option of ‘Select All’ from the dialog box as well.
2.Choose the bulk action
Once done, now choose whether you want to bulk assign, bulk delete, merge, mark as spam or bulk update these tickets. To assign ticket to a specific role/agent/group, you need to specify their name in the field.
3.Save changes and you’re all set!
Confirm the changes and you’re done. Whatever bulk actions you’ve selected will be executed in no time.

Permissions:

‘Mass Actions’ tool allows agents to change properties of the tickets, all at once. This saves a lot of time and efforts as you don’t have to manually perform action on individual tickets.

Not just that, under ‘Permissions’ you can even control mass actions by predefining number of tickets to be edited at a time.

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TICKET PRIORITIES

Handling myriads of tickets on daily basis can be overwhelming and it becomes quite impossible to decide which tickets to resolve first. And, that’s where ticket priorities come in!

Ticket Priority will let you know the urgency level of each ticket. Generally, ‘Ticket Priorities’ are categorized into four types: Urgent, High, Normal and Low, depending on the issue or requester. Businesses can effectively customize priority type as per the situation and any internal criteria.

In our ticketing system, tickets can be organized based on their priorities. Tickets with high priority are displayed at the top in the list, whereas the ones with lower priority stay below. Admin can change the ticket priorities through frontend interface.
Few important criteria to consider whilst defining your Ticket Priorities can be:

  • Tickets that state deficiency or absence of a significant feature in a product or service. Such tickets can be termed as ‘business critical’.
  • Poor service or degradation of product quality. And, level of inconvenience caused to the customer due to concerning issue.
  • Lengthy time period since the ticket was submitted by customer
  • General issues including product returns, feature requests, queries, and so on.

Team members can reclassify ticket priorities as per the situation. Additionally, they may also increase the level of priority if the issue seems more urgent than before.

With Zogata, you can automatically assign a priority to tickets whose content includes certain keywords. Not just that, admin can also create a group of important customers who pay for the support and mark their tickets as ‘High’ priority.

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LABELS

Create and utilize labels to categorize different tickets systematically for better searchability.

Hundreds of tickets are submitted on daily basis and they can pile up real quick. If response time for the tickets is too long, it might leave your customers unsatisfied and somehow affect your brand’s reputation.

Zogata’s Ticket Labels will allow business team members to sort out tickets based on their common factors. This will help you automate ticket workflow and solve tickets faster.

Sort and Categorize Tickets

Ticket Labels feature will allow you to assign a ‘Label’ relevant to your business to tickets in order to categorize them. Decide labels based on customer type or common issues for better sorting and segmenting of tickets.

Search Open Tickets

Assigning ticket labels will allow you to quickly search and find ‘Open’ tickets. If you want to see tickets related to a recently launched product or service, just use ticket labels to identify them in few seconds.

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GROUPS

Support agents that have specific criteria in common can be divided into ‘Groups’. Only agents who qualify the criteria will be included in the group; no other agents can enter. Groups are created only for agents, so all agents in an organization must belong to one or the other group. You can create group based on company’s requirements and desired support workflow.

For example, an organization can have multiple support management groups- ‘level 1 ’ where supports agents have basic-level expertise, ‘level 2’ who are well-experienced and other groups where agents excel in specific niche.

Organizations can create groups based on agent expertise, complexity level of tickets, location and language of customers, and so on.

  • Each group is assigned with different permissions. Hence, businesses can allow agents to access information as per their preset rules.
  • Every agent in a group has a status- ‘Online’ or ‘Offline’. Agents who are active will be ready to handle assigned tickets or enter live chats. Agents who are inactive cannot be assigned tickets.
  • Supervisors can check or edit the status of agents through single dashboard.

At Zogata’s platform, you can bulk import new agents and specify their role through single interface. And, you can also manually add agents to one or more groups.

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CANNED REPLIES

Canned Replies are saved, predefined responses for common tickets and frequently asked questions. Agents can quickly reuse them to respond to tickets or live chats with just few clicks.

Canned responses save keystrokes spent on each ticket, thereby saving a lot of time, enhancing consistency and preventing typing mistakes. Also, this allows agents to focus on other issues that need more attention than to think about how to phrase responses within chats.

Benefits of Canned Replies

  • Canned replies are not same as auto-replies; you can customize sentences right before sending for personalized conversations and improved customer satisfaction.
  • Rightly constructed canned replies will provide consistency to the entire ticket resolution process due to quality and speed of responses.
  • Zogata ticket management system comes all-included with built-in canned responses for common support problems. You can customize these responses further to match them to your brand’s voice.
  • Reduce chances of typos and errors with proper canned replies.

Organizations can restrict agents from taking Canned Actions to ensure only certain people have access to canned replies. Only Admins are allowed to create categories for built-in Canned Replies. Administrator can choose to make all canned replies available to all agents with mass actions.