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For better business growth, you must beat competitors by offering the best customer service. One way to do this is to use an automated ticketing system.
This allows you to boost your customer service by using service-level agreements (SLAs), time triggers, event triggers, and canned responses. As a result, you will boost your profits.
In this blog, you will explore the basics of an automated ticketing system that is essential for providing good customer service, as well as some of the top automated ticketing tools.
The downside of a manual ticketing system
In a manual ticketing system, tickets are assigned through the manual selection of an agent to solve an issue.
This is slow and prone to errors. For instance, you can assign a ticket to the wrong agent or group.
Also, an assigned agent may forget to solve the customer’s query. To overcome these issues, you should move to an automated ticketing software.
What is an automated ticketing system?
This is when you automate the process of assigning tickets to the right agents or groups based on their skills and experience. This automated ticketing system allows you to track all your support tickets in one place.
Your support agents can address tickets without having to search for and assign tickets on their own.
Companies that receive a large volume of customer issues benefit greatly from automated ticketing software that automatically create tickets.
Time can be saved, expenses can be reduced, and agents can focus on more urgent tasks. Automation rules are used to perform repeated ticket-related actions and you can get more details about auto-assignment rules from here.
How does an automated ticketing software work?
For customer satisfaction, a good, automated ticketing software is required to meet the needs of all customers.
Choosing the best ticketing software for your business can significantly impact the efficiency of your customer service.
Automated ticketing system makes it easy to achieve high customer satisfaction in the following ways:
- Routes new tickets to a specific team or group based on properties.
- Follows your workflow.
- Sends updates to a specified user with an attached message.
- Changes ticket priority based on the customer.
- Adds replies and notes to tickets.
- Updates ticket properties like worklog, ticket cc, and ticket category automatically.
- Triggers time-based actions and updates.
- Handles each ticket’s resolution times and feedback.
- Maps tickets to define customer expectations of SLA metric targets.
Benefits of automated ticketing systems
Automated ticketing systems have become increasingly important for businesses across various industries. Here are the key benefits of automated ticketing systems:
- Faster response resolution times: Automation instantly categorizes, prioritizes, and routes tickets to the right agents, reducing delays and ensuring faster issue resolution.
- Reduced workload for agents: By handling repetitive tasks like ticket assignment, status updates, and routine responses, automation frees agents to focus on more complex or sensitive issues.
- 24/7 support: Allows for issue tracking and initial responses even outside of business hours, enhancing customer experience.
- Consistent customer experience: Automated workflows enforce standardized processes, ensuring every customer receives timely and uniform service regardless of when or how they reach out.
- Reduced human error: Standardizes processes and reduces the chances of tickets being lost or mishandled.
- Scalability: As your customer base grows, automation allows you to manage higher ticket volumes without hiring additional agents at the same pace.
- Actionable analytics: Automated systems track and log every action, generating rich performance data and customer insights to help refine support strategies and identify areas for improvement.
Role of AI in automating customer service ticketing systems
Automation of ticketing systems is becoming more and more dependent on AI in several areas, including customer service and event management.
Here are some key ways in which AI enhances ticketing system automation:
Automated ticket generation
From email, chat conversations, and user inquiries, AI helps create tickets.
Natural language processing (NLP) techniques can analyze the content of the communication to identify issues, categorize them, and create tickets accordingly.
Intelligent ticket routing
By examining the content and context of the tickets, AI systems assist in assigning them to the most appropriate department or individual based on priority, workload, and ability.
This guarantees that concerns are addressed by the appropriate people and cuts down on response time.
Automated ticket triage
AI can quickly assess the urgency and complexity of tickets, prioritizing those that require immediate attention. This helps support agents focus on high-priority issues and reduces ticket backlog.
Automated ticket resolution
With the use of templates or even by generating responses based on previous interactions, AI can generate responses to often-asked questions.
AI may occasionally resolve problems entirely by assisting clients in finding answers on their own without the need for human assistance.
Knowledge base enhancement
The primary ideas and objectives of KB articles can be condensed into short, readable summaries by AI. Customers can now find their own answers faster, which lowers the number of tickets submitted.
Sentiment analysis
To identify angry or unsatisfied consumers, AI may examine customer sentiment in ticket interactions. This enables representatives to give these tickets priority and provide additional support.
Predictive analytics
AI can analyze historical ticket data to forecast future trends, like peak periods for ticket submissions or common issues that may arise. This enables firms to better manage resources and plan ahead.
7 Top automated ticketing software solutions
When looking for the best automated ticketing system, businesses should consider systems that streamline customer support through automation, enhance efficiency, and provide robust features.
Here are some of the top automated ticketing systems known for their advanced capabilities:
BoldDesk®
BoldDesk is a comprehensive help desk solution designed to streamline customer support through advanced automation features.
It’s automated ticketing system simplifies the management of customer inquiries, allowing businesses to efficiently handle support requests while maintaining high levels of customer satisfaction.
By leveraging AI and automation, BoldDesk helps route tickets to the appropriate agents, improves response times, and delivers consistent, high-quality service across multiple channels.
This tool includes an AI functionality that examines conversations and recommends relevant knowledge base articles. This enables agents to deliver prompt and well-informed responses, thereby greatly enhancing chat resolution times.
Whether you’re a small business or a large enterprise, BoldDesk provides the tools needed to efficiently manage and resolve customer inquiries at scale.
BoldDesk’s key features
- Ticket routing and assignment: All incoming emails are automatically converted to support tickets and forwarded to the relevant agents.
- Custom email templates: To preserve consistency in tone and substance, create and save regularly sent emails as templates for later use.
- Shared inbox: Consolidate all customer service inquiries into one location, assign them to the appropriate agents, and enable your team to collaborate effectively in addressing customer issues.
- Collision detection: Stop several agents from working on the same client ticket at the same time.
- Seamless integration: To improve processes, integrate BoldDesk with your current tools and applications.
- AI Copilot: To improve the quality of replies and information your team provides, make use of the AI support tool included in tickets and knowledge base articles. These features include translation, summarization, and more.
- AI Agent: Effectively handles customer inquiries and workflows without human intervention, reducing agents’ manual workload.
- Built-in reports: Examine real-time support data using the built-in reports and dashboards to help you make decisions that will enhance customer care.
- SLA management: Establish deadlines for response and resolution times for support issues, as well as reminders and alerts to guarantee that customer concerns are addressed as soon as possible.
- Omnichannel support: Manage all your customer interactions from various channels(phone, social media, online forms, live chat, and email, among others) within one unified inbox.
Pricing
BoldDesk prepares businesses for the future of customer support by integrating AI into their service strategy.
Its hybrid pricing model allows companies to maintain a human touch while benefiting from the speed and scalability of AI technology.
| Plan | Price per Human Agent | AI Agent Resolution Cost | AI Agent Access | AI Copilot Access |
| Scale | $12/agent/month | Not available | ❌ | ❌ |
| Momentum | $25/agent/month | $0.75/resolution | ✅ | ✅ |
| Enterprise | $39/agent/month | $0.75/resolution | ✅ | ✅ |
Note: AI agents are available only in the Momentum and Enterprise plans, and they are billed at $0.75 per successful resolution.
The AI Copilot, available for $20/month, supports human agents by offering intelligent assistance and improving service delivery.
Looking to grow your team? Let’s build a custom plan together — chat with our experts now!
Intercom
With its automated ticketing system, Intercom delivers a unified experience for consumers and agents by integrating with different support channels.
Businesses may use intercom to gather, track, and direct client requests; assess the efficiency of their assistance; and set up ticketing systems for customer service.
Top features
- Automation
- AI-powered bots
- Reporting
- Ticketing capabilities
- Omnichannel communication support
Pricing (Billed annually)
- Essential: $29/seat/month
- Advanced: $85/seat/month
- Expert: $132/seat/month
- Proactive Support Plus: Starts from $99/seat/month
Free trial: 14 days
TeamSupport
The customer service ticketing system offered by TeamSupport includes an automated ticketing system. Its feature set makes it a viable choice for companies looking to optimize customer service via email.
Top features
- Advanced ticket routing
- Ticket collaboration features
- Ticket automation and workflows
- Basic reporting
- SLA management
Pricing
- Starter $45/agent/month
- Professional Support: $65/agent/month
- Scale Support: $85/agent/month
LiveAgent
LiveAgent is a customer support platform that includes an email ticketing system as one of its features.
It is tailored to assist businesses in handling customer inquiries, support requests, and overall communication with clients.
Top features
- Automations
- Automatic spam filtering
- Omnichannel support
- Universal inbox
- Self-help portals
Pricing (Billed annually)
- Free: limited features
- Small business: $9/agent/month
- Medium business: $24/agent/month
- Large business: $39/agent/month
- Enterprise: $59/agent/month
Freshdesk
Freshdesk is a cloud-based customer support solution offered by Freshworks, Inc. Its automated ticketing system enables organizations to automatically transform incoming support emails into tickets.
Top features
- Knowledge base software
- Custom email server
- SLA management
- Performance analytics tools
- Shared inbox
Pricing (Billed annually)
- Free plan: $0/agent/month (up to 2 agents)
- Growth plan: $15/agent/month
- Pro: $49/agent/month
- Enterprise plan: $79/agent/month
Free trial: 21 days
Help Scout
Help Scout is a customer support platform featuring an automated ticketing system. This software enables support teams to manage customer emails using a collaborative inbox.
Top features
- Automations
- Reports and analytics
- Shared inbox
- API and integrations
- Email templates
Pricing (Billed annually)
- Standard: $50/agent/month
- Plus: $75/agent/month
Free trial: 15 days
HappyFox
HappyFox is a support ticketing system designed to assist organizations in handling their customer support requests and inquiries.
It features an automated ticketing system that enables businesses to transform incoming emails into support tickets.
Top features
- Automation tools
- Ticket management
- Omnichannel support
- AI capabilities
- Reports
Pricing (Billed annually)
- Basic: $21/user/month
- Team: $39/user/month
- Pro: $89/user/month
- Enterprise Pro: Contact sales team
Free trial: 14 days
Choosing the best automated support ticketing system
Exceptional customer service drives business growth, and the right automated ticketing system can give you a competitive edge. Choosing the best solution depends on your team size, workflow complexity, and communication channels.
Evaluate platforms based on features, usability, scalability, and integration to find the perfect fit for your organization.
Have any thoughts or questions about automated ticketing systems? Drop a comment in the feedback section and let us know what you think!
Related articles
- 7 Best Help Desk Software Features for Boosting Your Customer Support
- Role of Help Desk Software in Achieving Business Goals
- 8 Popular Benefits of a Ticketing System
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