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(+3 ways companies use them)</h1><p class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI">Use ticketing systems to efficiently manage high ticket volume, deliver timely customer support, and boost agent productivity. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">按: Contributing Writer Stella Inabo</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">最後更新: November 6, 2024</p><div class="Tagstyle__TagContainer-sc-1uuac66-3 ceUOVi"><a href="/blog/tags/ticketing-system/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD Tagstyle__TagRoot-sc-1uuac66-1 culUHm" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Tagstyle__TagText-sc-1uuac66-0 kjAPec">Ticketing system</span></a></div><div class="sc-2a79ddc4-9 lcfxfO"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/register/" data-interaction-type="button-primary" 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class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="A three-panel image with a woman in green on a laptop, a woman in purple talking on a phone, and a man in orange texting." fetchpriority="high" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/threepeopleworking.png" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/></span></span></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 qMACC"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 sc-2a79ddc4-1 bEEqbX jOJqak" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 eSGwgQ Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Picture this: You walk into the DMV office, take a numbered ticket, and settle in for the wait. Depending on the day, the reason for your visit, or the number of people working, you could spend minutes or hours in the queue just to get a 30-second solution and an unflattering driver’s license photo—you never really know how long you’ll need to wait. Unsatisfactory, inconsistent experiences like this can be eliminated with a ticketing system. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Unlike the random numbering system at the DMV, ticketing systems organize and route <a href="/blog/what-is-a-support-ticket/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">support tickets</a>, process customer inquiries, and escalate tickets based on factors like issue type and urgency. Ticketing systems also give agents the customer details they need to provide personalized support and coordinate their efforts effectively. As a result, companies can reduce resolution and wait times and deliver stellar <a href="/blog/digital-first-customer-service/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">digital customer service</a>.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>In this guide:</strong></p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF bordered"><li><a href="#What is a ticketing system?" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">What is a ticketing system?</a></li><li><a href="#How a ticketing system works" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">How a ticketing system works</a></li><li><a href="#Benefits of implementing a ticketing system" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Benefits of implementing a ticketing system</a></li><li><a href="#3 examples of how companies use ticketing systems" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">3 examples of how companies use ticketing systems</a></li><li><a href="#Frequently asked questions" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Frequently asked questions</a></li><li><a href="#Provide better support with an AI-powered ticketing system" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Provide better support with an AI-powered ticketing system</a></li></ul><h2 id="What is a ticketing system?" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">What is a ticketing system?</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A <a href="/service/ticketing-system/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">ticketing system</a> is a tool that organizes customer support requests and automates service tasks. It converts customer queries into tickets, allowing support teams to track, prioritize, and resolve them efficiently. Unlike a shared inbox, a ticketing system can handle high volumes of requests, significantly enhancing customer service quality.</p><div class="accent-box accent-tofu"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Example scenario:</strong></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Imagine a busy e-commerce company during a holiday sale. A customer emails the support team about a delayed order, and the <a href="/blog/ticketing-system-tips/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">ticketing system</a> automatically creates a ticket for this query. Then, the system prioritizes the ticket based on urgency, assigns it to the appropriate agent, and updates the customer on the resolution process. This organized approach ensures the issue is resolved quickly and efficiently, even amidst a high volume of requests.</p></div><h2 id="How a ticketing system works" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">How a ticketing system works</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A ticketing system streamlines customer support inquiries into a structured process. To provide exceptional customer service at every turn, check out these ticketing system tips and this step-by-step overview:</p><ol class="Liststyle__OrderedListRoot-sc-1ptcc0u-0 cGHfGt list-num-circle"><li><strong>Ticket creation:</strong> When a customer submits a query through email, chat, phone, or web form, the system automatically generates a ticket. Each ticket includes relevant details like the customer’s contact information, issue description, and timestamps.</li><li><strong>Ticket categorization and prioritization:</strong> The system categorizes and prioritizes tickets based on pre-defined criteria, such as issue type, urgency, and customer status. This helps support teams focus on the most critical issues first.</li><li><strong>Assignment:</strong> Tickets get assigned to the appropriate support agents or teams based on their expertise, workload, availability, and other criteria. Some systems can automate this process to ensure quick and efficient handling.</li><li><strong>Tracking and management:</strong> Support agents track the progress of each ticket, update statuses, add notes, and communicate with customers directly through the ticketing system. The system keeps a detailed log of all interactions and actions taken.</li><li><strong>Resolution and closure:</strong> The ticket gets marked as closed once the issue gets resolved. The system may notify the customer to confirm the resolution and request feedback on the support experience.</li><li><strong>Reporting and analytics:</strong> Ticketing systems provide analytics and reports on various metrics, such as response times, resolution rates, and <a href="/blog/3-steps-achieving-customer-satisfaction-loyalty/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer satisfaction</a>. These insights help businesses identify trends, improve processes, and elevate service quality.</li></ol><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">AI-powered ticketing systems can enhance this process by:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><strong>Automating service</strong> with <a href="/blog/ai-agents/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">AI agents</a> or advanced chatbots capable of handling complex support requests</li><li><strong>Streamlining workflows</strong>, such as intelligently routing requests based on what a customer is thinking and feeling</li><li><strong>Assisting agents</strong> with critical insights, such as suggesting optimal responses and providing examples of how similar agents resolved similar tickets</li></ul><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div role="complementary" aria-label="body-promo" data-cookie-name="false" data-location="body" class="Promostyle__PromoRoot-sc-1lscwvc-0 LwfBm sc-4c913245-0 gNPEJq"><div class="Promostyle__MediaWrapper-sc-1lscwvc-1 kpdRmr"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/threepeopleworking.png"/></noscript></span></span></div></div><div class="Promostyle__TextWrapper-sc-1lscwvc-2 gMFoUj"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Try our ticketing system for free</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">See how it can work for your business.</p></div><div class="Promostyle__LinkWrapper-sc-1lscwvc-3 biyiQd"><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv"><div class="sc-2a79ddc4-9 lcfxfO"><a data-interaction-type="button-primary" data-nmw-id="components.global.GatedContent.GatedLink" data-type="gated resource" style="margin-top:32px;margin-bottom:16px" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">立即下載</a></div></div></div></div></div><h2 id="Benefits of implementing a ticketing system" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Benefits of implementing a ticketing system</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Ticketing systems offer many benefits, from <a href="/blog/improving-csat-ticket-resolution-app-marketplaces/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">improved customer satisfaction (CSAT) and ticket resolutions</a> to streamlined workflows and issue tracking.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Centralized organization</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Ticketing systems centralize customer support requests from various channels into a single agent workspace. This allows all agents to search, reference, and respond to tickets regardless of where the conversation began. The best ticketing systems also offer robust <a href="/blog/create-data-rich-customer-profile/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer profiles</a> that follow the customer across channels, ensuring conversation history and customer information are always accessible for future needs and data analysis.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Enhanced customer experiences</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">AI-powered ticketing systems are equipped with powerful tools to enhance the <a href="/blog/why-companies-should-invest-in-the-customer-experience/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer experience (CX)</a>. AI can provide agents with insights to help them anticipate <a href="/blog/customer-expectations-meet-rising-demands/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer expectations</a>, such as the sentiment and intent behind a ticket. For example, the Zendesk agent copilot proactively presents agents with suggested responses and actions based on the customer’s query. By understanding their needs and preferences, you can deliver a faster, more personalized experience for each customer.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Enhanced agent collaboration</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Ticketing systems also offer collaborative features such as internal notes and side conversations, enabling <a href="/blog/building-support-operations-team/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">support operations teams</a> to exchange valuable information or seamlessly continue conversations. Efficient collaboration—whether between agents or across teams—simplifies communication, prevents duplicative work, provides easy access to relevant customer information, and enhances the quality of solutions offered, boosting customer satisfaction.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Increased agent productivity and efficiency</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Ticketing systems streamline and automate repetitive tasks, <a href="/blog/improve-agent-productivity-better-cx/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">improving agent productivity and efficiency</a>. For instance, they can automatically assign tags, labels, or categories to tickets based on pre-defined rules, freeing up valuable time for your agents.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Advanced chatbots, such as AI agents, can automate customer interactions, easing the workload for your human agents. Additionally, a self-service option like a <a href="/service/help-center/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">help center or knowledge base</a> can address many customer inquiries 24/7, reducing the need for round-the-clock support staffing.</p><h2 id="3 examples of how companies use ticketing systems" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">3 examples of how companies use ticketing systems</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Ticketing system software is more than just a way to organize customer requests. Check out how three companies innovatively use ticketing systems to improve customer satisfaction, agent efficiency, and more.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">1. Unity: Leverages AI and self-service to save $1.3 million</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/customer/unity/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><img alt="A person in neon green wearing headphones while throwing a paper airplane above their head." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/unitystatcustomerstory.png" width="100%"/></a></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/customer/unity/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Unity</a>, the development platform behind Pokémon Go, invested in a ticketing system to manage its rapidly growing ticket volume. By utilizing ticket deflection tools like self-service and AI agents, it successfully scaled operations. The team saved over $1.3 million in self-service costs, reduced resolution times, and enhanced customer satisfaction.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“Self-service options in Zendesk can reduce costs while providing immediate solutions to users,” says David Schroeder, senior manager of services support at Unity. “Customers have answers at their fingertips, and agents can respond faster, so everyone is happier and more productive.”</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">2. Motel: Automatically identifies customer sentiment and intent</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/customer/motel-rocks/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><img alt="A person in a teal wheelchair high-fiving a hand reaching out of a laptop sitting on a purple desk next to a customer story." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/motelstatcustomerstory.png" width="100%"/></a></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/customer/motel-rocks/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Motel</a>, a women’s fashion boutique, began experiencing hypergrowth and a sharp increase in support volume. With customer service agents overwhelmed, the business decided to invest in <a href="/service/ai/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk AI</a>, prioritizing intelligent triage to better understand customer intent and sentiment. Knowing what customers need and how they feel in the moment enables customer service reps to resolve issues efficiently and effectively. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“The ability to identify the customer’s intent is probably one of the best things we’ve seen,” says Lucy Hussey, customer service manager at Motel. “I can go into the platform and see, at a glance, exactly what people are contacting us about at this very moment and whether they are happy or sad.”</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Even with agents answering 150 to 200 tickets daily, Motel has seen a 206 percent increase in self-service. Plus, the brand’s shift toward smarter self-service and routing based on sentiment and intent has reduced ticket volume, allowing agents to focus more intentionally on solving complex inquiries. </p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">3. Grubhub: Simplifies complex workflows</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/customer/grubhub/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><img alt="A person with long legs in green pants surrounded by paper airplanes hovering around them." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/grubhubstatcustomerstory.png" width="100%"/></a></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Agents at <a href="/customer/grubhub/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Grubhub</a> have their hands full keeping tabs on diners, drivers, and restaurants. With three different user groups to serve, Grubhub’s support team utilizes a ticketing system to streamline workflows. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">For instance, the tech team automated workflows to handle mass cancellations and refunds when restaurants couldn’t fulfill orders and to proactively create tickets for agents to intervene on a diner’s behalf. Automated workflows also help ensure issues are routed to the team best equipped to fix the problem. These efficiencies helped Grubhub’s support team boost its CSAT score to 90 percent.</p><h2 id="Frequently asked questions" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Frequently asked questions</h2><div itemType="https://schema.org/FAQPage" class="StyledAccordion-sc-niv9ic-0 dgZvap Accordionstyle__AccordionRoot-sc-ga9m60-0 ezJqxF" data-garden-id="accordions.accordion" data-garden-version="8.76.2"><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R3blaa76:--trigger:0" role="button" tabindex="0" aria-controls=":R3blaa76:--panel:0" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">What is an IT ticketing system?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R3blaa76:--panel:0" aria-hidden="true" aria-labelledby=":R3blaa76:--trigger:0" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">An IT ticketing system is a software application that connects users to IT support. <a href="/internal-help-desk/it-help-desk-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">IT help desk software</a> helps agents manage, organize, and track IT-related support tickets.</p></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R3blaa76:--trigger:1" role="button" tabindex="0" aria-controls=":R3blaa76:--panel:1" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">What is the purpose of a ticketing system?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R3blaa76:--panel:1" aria-hidden="true" aria-labelledby=":R3blaa76:--trigger:1" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The purpose of a ticketing system is to process, prioritize, and manage customer issues from end to end. When a customer query is submitted, the ticketing system creates a support ticket that can be tracked until the issue is resolved by an agent. </p></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R3blaa76:--trigger:2" role="button" tabindex="0" aria-controls=":R3blaa76:--panel:2" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Is a ticketing system a CRM?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R3blaa76:--panel:2" aria-hidden="true" aria-labelledby=":R3blaa76:--trigger:2" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A ticketing system is not a <a href="/sell/crm/what-is-crm/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">CRM</a>, but it can integrate with one, so support teams can more efficiently collaborate with sales and marketing teams.</p></div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R3blaa76:--trigger:3" role="button" tabindex="0" aria-controls=":R3blaa76:--panel:3" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">What are the basics of a ticketing system?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R3blaa76:--panel:3" aria-hidden="true" aria-labelledby=":R3blaa76:--trigger:3" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The basics of a ticketing system include:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Automation and AI</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Omnichannel support</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Reporting and analytics</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A self-service knowledge base</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Integrations</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Ticket assignment</p></li></ul></div></section></div></div><h2 id="Provide better support with an AI-powered ticketing system" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Provide better support with an AI-powered ticketing system</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A ticketing system can make all the difference between <a href="/blog/good-customer-service-defined/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">providing exceptional CX</a> or watching customers walk out the door because they waited in an unorganized, unprioritized queue. Deliver fast, personalized, and secure support with the Zendesk AI-powered ticketing system. Our integrated <a href="/service/help-desk-software/issue-tracking-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">issue tracking software</a> allows teams to manage team performance and gives agents the details they need to navigate interactions effectively. </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk AI is built on the industry’s largest dataset and is ready to go on day one—there’s no lengthy setup process or months-long training required. It’s also trusted and secure, offering peace of mind. Try our ticketing system with a <a href="/register/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">free trial</a> today.</p></div></div></div></div></div></div></section></article></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 hPNIKC"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div role="complementary" aria-label="body-promo" data-cookie-name="false" data-location="body" class="Promostyle__PromoRoot-sc-1lscwvc-0 LwfBm"><div 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style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/threepeopleworking.png"/></noscript></span></span></div></div><div class="Promostyle__TextWrapper-sc-1lscwvc-2 gMFoUj"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Try our ticketing system for free</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">See how it can work for your business.</p></div><div class="Promostyle__LinkWrapper-sc-1lscwvc-3 biyiQd"><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv"><div class="sc-2a79ddc4-9 lcfxfO"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.com/register/" data-interaction-type="button-primary" data-nmw-id="components.global.GatedContent.GatedLink" data-type="gated resource" style="margin-top:32px;margin-bottom:16px" 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(+3 ways companies use them)","publishedAt":"2022-01-04 11:33:48","updatedAt":"2024-11-06 11:01:22","updatedAtFormatted":"November 6, 2024","content":"\u003cp\u003ePicture this: You walk into the DMV office, take a numbered ticket, and settle in for the wait. Depending on the day, the reason for your visit, or the number of people working, you could spend minutes or hours in the queue just to get a 30-second solution and an unflattering driver’s license photo—you never really know how long you’ll need to wait. Unsatisfactory, inconsistent experiences like this can be eliminated with a ticketing system. \u003c/p\u003e\n\u003cp\u003eUnlike the random numbering system at the DMV, ticketing systems organize and route \u003ca href=\"/blog/what-is-a-support-ticket/\"\u003esupport tickets\u003c/a\u003e, process customer inquiries, and escalate tickets based on factors like issue type and urgency. Ticketing systems also give agents the customer details they need to provide personalized support and coordinate their efforts effectively. As a result, companies can reduce resolution and wait times and deliver stellar \u003ca href=\"/blog/digital-first-customer-service/\"\u003edigital customer service\u003c/a\u003e.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eIn this guide:\u003c/strong\u003e\u003c/p\u003e\n\u003cul class=\"bordered\"\u003e\n\u003cli\u003e\u003ca href=\"#What is a ticketing system?\"\u003eWhat is a ticketing system?\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#How a ticketing system works\"\u003eHow a ticketing system works\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#Benefits of implementing a ticketing system\"\u003eBenefits of implementing a ticketing system\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#3 examples of how companies use ticketing systems\"\u003e3 examples of how companies use ticketing systems\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#Frequently asked questions\"\u003eFrequently asked questions\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#Provide better support with an AI-powered ticketing system\"\u003eProvide better support with an AI-powered ticketing system\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"What is a ticketing system?\"\u003eWhat is a ticketing system?\u003c/h2\u003e\n\u003cp\u003eA \u003ca href=\"/service/ticketing-system/\"\u003eticketing system\u003c/a\u003e is a tool that organizes customer support requests and automates service tasks. It converts customer queries into tickets, allowing support teams to track, prioritize, and resolve them efficiently. Unlike a shared inbox, a ticketing system can handle high volumes of requests, significantly enhancing customer service quality.\u003c/p\u003e\n\u003cdiv class=\"accent-box accent-tofu\"\u003e\n\u003cp\u003e\u003cstrong\u003eExample scenario:\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eImagine a busy e-commerce company during a holiday sale. A customer emails the support team about a delayed order, and the \u003ca href=\"/blog/ticketing-system-tips/\"\u003eticketing system\u003c/a\u003e automatically creates a ticket for this query. Then, the system prioritizes the ticket based on urgency, assigns it to the appropriate agent, and updates the customer on the resolution process. This organized approach ensures the issue is resolved quickly and efficiently, even amidst a high volume of requests.\u003c/p\u003e\n\u003c/div\u003e\n\u003ch2 id=\"How a ticketing system works\"\u003eHow a ticketing system works\u003c/h2\u003e\n\u003cp\u003eA ticketing system streamlines customer support inquiries into a structured process. To provide exceptional customer service at every turn, check out these ticketing system tips and this step-by-step overview:\u003c/p\u003e\n\u003col class=\"list-num-circle\"\u003e\n\u003cli\u003e\u003cstrong\u003eTicket creation:\u003c/strong\u003e When a customer submits a query through email, chat, phone, or web form, the system automatically generates a ticket. Each ticket includes relevant details like the customer\u0026#8217;s contact information, issue description, and timestamps.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eTicket categorization and prioritization:\u003c/strong\u003e The system categorizes and prioritizes tickets based on pre-defined criteria, such as issue type, urgency, and customer status. This helps support teams focus on the most critical issues first.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eAssignment:\u003c/strong\u003e Tickets get assigned to the appropriate support agents or teams based on their expertise, workload, availability, and other criteria. Some systems can automate this process to ensure quick and efficient handling.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eTracking and management:\u003c/strong\u003e Support agents track the progress of each ticket, update statuses, add notes, and communicate with customers directly through the ticketing system. The system keeps a detailed log of all interactions and actions taken.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eResolution and closure:\u003c/strong\u003e The ticket gets marked as closed once the issue gets resolved. The system may notify the customer to confirm the resolution and request feedback on the support experience.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eReporting and analytics:\u003c/strong\u003e Ticketing systems provide analytics and reports on various metrics, such as response times, resolution rates, and \u003ca href=\"/blog/3-steps-achieving-customer-satisfaction-loyalty/\"\u003ecustomer satisfaction\u003c/a\u003e. These insights help businesses identify trends, improve processes, and elevate service quality.\u003c/li\u003e\n\u003c/ol\u003e\n\u003cp\u003eAI-powered ticketing systems can enhance this process by:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eAutomating service\u003c/strong\u003e with \u003ca href=\"/blog/ai-agents/\"\u003eAI agents\u003c/a\u003e or advanced chatbots capable of handling complex support requests\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eStreamlining workflows\u003c/strong\u003e, such as intelligently routing requests based on what a customer is thinking and feeling\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eAssisting agents\u003c/strong\u003e with critical insights, such as suggesting optimal responses and providing examples of how similar agents resolved similar tickets\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cdiv class=\"shortcode-gated-cta-in-post\"\u003e{\"heading\":\"Try our ticketing system for free\",\"body\":\"See how it can work for your business.\",\"link\":{\"href\":\"https://www.zendesk.com/register/\",\"size\":\"small\",\"children\":\"Start free trial\"},\"image\":{\"src\":\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/threepeopleworking.png\"}}\u003c/div\u003e\u003c/p\u003e\n\u003ch2 id=\"Benefits of implementing a ticketing system\"\u003eBenefits of implementing a ticketing system\u003c/h2\u003e\n\u003cp\u003eTicketing systems offer many benefits, from \u003ca href=\"/blog/improving-csat-ticket-resolution-app-marketplaces/\"\u003eimproved customer satisfaction (CSAT) and ticket resolutions\u003c/a\u003e to streamlined workflows and issue tracking.\u003c/p\u003e\n\u003ch3\u003eCentralized organization\u003c/h3\u003e\n\u003cp\u003eTicketing systems centralize customer support requests from various channels into a single agent workspace. This allows all agents to search, reference, and respond to tickets regardless of where the conversation began. The best ticketing systems also offer robust \u003ca href=\"/blog/create-data-rich-customer-profile/\"\u003ecustomer profiles\u003c/a\u003e that follow the customer across channels, ensuring conversation history and customer information are always accessible for future needs and data analysis.\u003c/p\u003e\n\u003ch3\u003eEnhanced customer experiences\u003c/h3\u003e\n\u003cp\u003eAI-powered ticketing systems are equipped with powerful tools to enhance the \u003ca href=\"/blog/why-companies-should-invest-in-the-customer-experience/\"\u003ecustomer experience (CX)\u003c/a\u003e. AI can provide agents with insights to help them anticipate \u003ca href=\"/blog/customer-expectations-meet-rising-demands/\"\u003ecustomer expectations\u003c/a\u003e, such as the sentiment and intent behind a ticket. For example, the Zendesk agent copilot proactively presents agents with suggested responses and actions based on the customer’s query. By understanding their needs and preferences, you can deliver a faster, more personalized experience for each customer.\u003c/p\u003e\n\u003ch3\u003eEnhanced agent collaboration\u003c/h3\u003e\n\u003cp\u003eTicketing systems also offer collaborative features such as internal notes and side conversations, enabling \u003ca href=\"/blog/building-support-operations-team/\"\u003esupport operations teams\u003c/a\u003e to exchange valuable information or seamlessly continue conversations. Efficient collaboration—whether between agents or across teams—simplifies communication, prevents duplicative work, provides easy access to relevant customer information, and enhances the quality of solutions offered, boosting customer satisfaction.\u003c/p\u003e\n\u003ch3\u003eIncreased agent productivity and efficiency\u003c/h3\u003e\n\u003cp\u003eTicketing systems streamline and automate repetitive tasks, \u003ca href=\"/blog/improve-agent-productivity-better-cx/\"\u003eimproving agent productivity and efficiency\u003c/a\u003e. For instance, they can automatically assign tags, labels, or categories to tickets based on pre-defined rules, freeing up valuable time for your agents.\u003c/p\u003e\n\u003cp\u003eAdvanced chatbots, such as AI agents, can automate customer interactions, easing the workload for your human agents. Additionally, a self-service option like a \u003ca href=\"/service/help-center/\"\u003ehelp center or knowledge base\u003c/a\u003e can address many customer inquiries 24/7, reducing the need for round-the-clock support staffing.\u003c/p\u003e\n\u003ch2 id=\"3 examples of how companies use ticketing systems\"\u003e3 examples of how companies use ticketing systems\u003c/h2\u003e\n\u003cp\u003eTicketing system software is more than just a way to organize customer requests. Check out how three companies innovatively use ticketing systems to improve customer satisfaction, agent efficiency, and more.\u003c/p\u003e\n\u003ch3\u003e1. Unity: Leverages AI and self-service to save $1.3 million\u003c/h3\u003e\n\u003cp\u003e\u003ca href=\"/customer/unity/\"\u003e\u003cimg class=\"lazyload no-src\" alt=\"A person in neon green wearing headphones while throwing a paper airplane above their head.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/unitystatcustomerstory.png\" width=100% height=100% /\u003e\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"/customer/unity/\"\u003eUnity\u003c/a\u003e, the development platform behind Pokémon Go, invested in a ticketing system to manage its rapidly growing ticket volume. By utilizing ticket deflection tools like self-service and AI agents, it successfully scaled operations. The team saved over $1.3 million in self-service costs, reduced resolution times, and enhanced customer satisfaction.\u003c/p\u003e\n\u003cp\u003e“Self-service options in Zendesk can reduce costs while providing immediate solutions to users,” says David Schroeder, senior manager of services support at Unity. “Customers have answers at their fingertips, and agents can respond faster, so everyone is happier and more productive.”\u003c/p\u003e\n\u003ch3\u003e2. Motel: Automatically identifies customer sentiment and intent\u003c/h3\u003e\n\u003cp\u003e\u003ca href=\"/customer/motel-rocks/\"\u003e\u003cimg class=\"lazyload no-src\" alt=\"A person in a teal wheelchair high-fiving a hand reaching out of a laptop sitting on a purple desk next to a customer story.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/motelstatcustomerstory.png\" width=100% height=100% /\u003e\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"/customer/motel-rocks/\"\u003eMotel\u003c/a\u003e, a women’s fashion boutique, began experiencing hypergrowth and a sharp increase in support volume. With customer service agents overwhelmed, the business decided to invest in \u003ca href=\"/service/ai/\"\u003eZendesk AI\u003c/a\u003e, prioritizing intelligent triage to better understand customer intent and sentiment. Knowing what customers need and how they feel in the moment enables customer service reps to resolve issues efficiently and effectively. \u003c/p\u003e\n\u003cp\u003e“The ability to identify the customer\u0026#8217;s intent is probably one of the best things we’ve seen,” says Lucy Hussey, customer service manager at Motel. “I can go into the platform and see, at a glance, exactly what people are contacting us about at this very moment and whether they are happy or sad.”\u003c/p\u003e\n\u003cp\u003eEven with agents answering 150 to 200 tickets daily, Motel has seen a 206 percent increase in self-service. Plus, the brand’s shift toward smarter self-service and routing based on sentiment and intent has reduced ticket volume, allowing agents to focus more intentionally on solving complex inquiries. \u003c/p\u003e\n\u003ch3\u003e3. Grubhub: Simplifies complex workflows\u003c/h3\u003e\n\u003cp\u003e\u003ca href=\"/customer/grubhub/\"\u003e\u003cimg class=\"lazyload no-src\" alt=\"A person with long legs in green pants surrounded by paper airplanes hovering around them.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/grubhubstatcustomerstory.png\" width=100% height=100% /\u003e\u003c/a\u003e\u003c/p\u003e\n\u003cp\u003eAgents at \u003ca href=\"/customer/grubhub/\"\u003eGrubhub\u003c/a\u003e have their hands full keeping tabs on diners, drivers, and restaurants. With three different user groups to serve, Grubhub’s support team utilizes a ticketing system to streamline workflows. \u003c/p\u003e\n\u003cp\u003eFor instance, the tech team automated workflows to handle mass cancellations and refunds when restaurants couldn\u0026#8217;t fulfill orders and to proactively create tickets for agents to intervene on a diner’s behalf. Automated workflows also help ensure issues are routed to the team best equipped to fix the problem. These efficiencies helped Grubhub’s support team boost its CSAT score to 90 percent.\u003c/p\u003e\n\u003ch2 id=\"Frequently asked questions\"\u003eFrequently asked questions\u003c/h2\u003e\n\u003cdiv class=\"accordion theme-default js-accordion faq-accordion\"\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003eWhat is an IT ticketing system?\u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003eAn IT ticketing system is a software application that connects users to IT support. \u003ca href=\"/internal-help-desk/it-help-desk-software/\"\u003eIT help desk software\u003c/a\u003e helps agents manage, organize, and track IT-related support tickets.\u003c/p\u003e\u003c/div\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003eWhat is the purpose of a ticketing system?\u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003eThe purpose of a ticketing system is to process, prioritize, and manage customer issues from end to end. When a customer query is submitted, the ticketing system creates a support ticket that can be tracked until the issue is resolved by an agent. \u003c/p\u003e\u003c/div\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003eIs a ticketing system a CRM?\u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003eA ticketing system is not a \u003ca href=\"/sell/crm/what-is-crm/\"\u003eCRM\u003c/a\u003e, but it can integrate with one, so support teams can more efficiently collaborate with sales and marketing teams.\u003c/p\u003e\u003c/div\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003eWhat are the basics of a ticketing system?\u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003eThe basics of a ticketing system include:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eAutomation and AI\u003c/li\u003e\n\u003cli\u003eOmnichannel support\u003c/li\u003e\n\u003cli\u003eReporting and analytics\u003c/li\u003e\n\u003cli\u003eA self-service knowledge base\u003c/li\u003e\n\u003cli\u003eIntegrations\u003c/li\u003e\n\u003cli\u003eTicket assignment\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003ch2 id=\"Provide better support with an AI-powered ticketing system\"\u003eProvide better support with an AI-powered ticketing system\u003c/h2\u003e\n\u003cp\u003eA ticketing system can make all the difference between \u003ca href=\"/blog/good-customer-service-defined/\"\u003eproviding exceptional CX\u003c/a\u003e or watching customers walk out the door because they waited in an unorganized, unprioritized queue. Deliver fast, personalized, and secure support with the Zendesk AI-powered ticketing system. Our integrated \u003ca href=\"/service/help-desk-software/issue-tracking-software/\"\u003eissue tracking software\u003c/a\u003e allows teams to manage team performance and gives agents the details they need to navigate interactions effectively. \u003c/p\u003e\n\u003cp\u003eZendesk AI is built on the industry\u0026#8217;s largest dataset and is ready to go on day one—there’s no lengthy setup process or months-long training required. It\u0026#8217;s also trusted and secure, offering peace of mind. Try our ticketing system with a \u003ca href=\"/register/\"\u003efree trial\u003c/a\u003e today.\u003c/p\u003e\n","headerVariant":"blog","hasProgressBar":true,"promo":{"heading":"Try our ticketing system for free","body":"See how it can work for your business.","link":{"href":"https://www.zendesk.com/register/","size":"small","children":"Start free trial"},"image":{"src":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/threepeopleworking.png"}},"hasStickySidebar":true,"layout":"hub","gatedLinkAndModal":{"href":"https://www.zendesk.com/register/","text":"Start free trial","appendSuccessHtml":"","authoredTrackingParams":{"hiddenCampaignId":"701PC00000DDKENYA5","SFDCCampaigncode":"701PC00000DDKENYA5","lead_source_detail":"Website-Content Download","lead_source":"Website-Content Download","productInterest":"Other or None","marketingQualifiedLead":"","ownerId":"","event_key":"","event_id":""}},"hero":{"title":"What is a ticketing system? (+3 ways companies use them)","author":{"name":"Stella Inabo","title":"Contributing Writer","handle":"","photo":"","shortBio":"","longBio":""},"shareLinks":{"twitter":"https://zdsk.co/3znXJF8","facebook":"https://zdsk.co/3340HCv","linkedin":"https://zdsk.co/3FVToLU"},"updatedAtFormatted":"November 6, 2024","layout":"hub","gatedTheme":"1","supertitle":{"icon":"post-type-article","link":"/blog/tags/article/","linkText":"Article","text":""},"intro":"Use ticketing systems to efficiently manage high ticket volume, deliver timely customer support, and boost agent productivity.\r\n","image":{"url":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/threepeopleworking.png","alt":"A three-panel image with a woman in green on a laptop, a woman in purple talking on a phone, and a man in orange texting.","shape":"square","caption":""},"hasStickySidebar":true,"twoColumn":false,"video":{"url":"","caption":""}},"APACFooterPromo":null,"APACFloatingPromo":null},"preview":false,"id":618879,"locale":"hk"},"__lang":"hk","__namespaces":{"header":{"brand_logoname_blog":"Zendesk 網誌","newsroom":"新聞中心","brand_subtitle_newsroom":"公司消息與公告","marketplace":"Marketplace","arialabel_toggle":"切換至手機功能表","arialabel_search":"搜尋","contact_us":"聯絡我們","primary_btn":"免費試用","primary_btn_blog":"開始免費試用","secondary_btn_pricing":"立即購買","secondary_btn_login":"登入","secondary_btn_demo":"觀看示範","return_to_homepage":"前往Zendesk主頁","newsroom_navlink_press_releases":"新聞稿","newsroom_navlink_media":"媒體資源","primary_btn_newsroom":"聯絡","dropdown_products":"產品","dropdowns_service_title":"適用於客戶服務的 Zendesk","dropdowns_service_subtitle":"完整的客戶服務解決方案","dropdowns_sell_title":"適用於銷售的 Zendesk","dropdowns_sell_subtitle":"現代化的銷售解決方案","dropdown_products_platform_title":"Sunshine 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