Trouble Ticketing Software

Customer service tool to track, organize, and resolve tickets from a centralized location.

What is trouble ticketing software?

Trouble tickets are issues or queries your customers have about the services or products they are using. A trouble ticketing system is a customer service tool for handling the full ticket lifecycle, from the creation of tickets to receiving customer feedback about the provided resolutions.

The following issues are handled by trouble ticket software:

Queries

Problems

Incidents

Features for the best trouble ticketing software

An intuitive interface that can be customized and extended

BoldDesk provides a user-friendly interface for users to submit tickets or queries and collaborate with support teams to resolve their queries faster. Custom apps and third-party integration bring more context to the issue, which helps resolve it more efficiently.

Multichannel support that lets customers create tickets in their preferred way

A customer can send an email to your support inbox to create a ticket and can reply to the ticket via email without ever logging into the support portal. Or, a customer can create a ticket from the application they are working in through an embedded support widget. BoldDesk supports the following channels:

Web Portal

Web Widget

Web Form (Embedded)

API

Tickets from multiple channels are tracked by support agents in a centralized location.

Expandable ticket forms to include as much information as needed

Ticket fields can vary based on the nature of the problem. Custom fields allow you to record nearly anything relevant to the ticket. BoldDesk supports the field types text, dropdown, numeric, checkbox, radio button, and others. It supports custom fields in the following modules:

Queries

Problems

Incidents

Field display conditions show or hide fields based on the state of the parent fields, customizing the ticket creation form on the fly.

Automated workflows for improved agent productivity

By automating most of the heavy lifting in support using workflow automation, agents can focus on addressing customers’ tickets. Workflow automation in BoldDesk watches all the events that happen in the ticket lifecycle and performs the following tasks:

Provides response templates that agents can use to respond quickly to common issues.

Prioritizes support tickets based on contact, contact group, and ticket attributes.

Routes support tickets to the right team automatically and evenly distributes them, which avoids unnecessary redirection between teams.

Auto-solves or auto-closes tickets if there is no response from the customer after a specific amount of time.

Custom SLAs that direct support timelines

An SLA (service-level agreement) establishes response times and resolution dates for tickets. Setting one or more up in BoldDesk is easy. Its main benefits are:

Set resolution timeframes based on the severity of the issue.

Send reminders and escalations to the responsible support agent or team to ensure tickets are updated on time.

Set up business hours based on your support team’s working hours to establish feasible response and resolution times to tickets.

Enhancements for team collaboration

The following BoldDesk features improve team collaboration:

The share ticket feature allows you to collaborate with teams that do not have access to the ticket.

When you cc someone on a ticket, they gain access to it, receive its notifications, and can update it.

Mention agents in messages to alert them when their attention is needed.

Private notes enable agents to collaborate with each other on a ticket without the ticket creator being able to see the messages.

Ticket linking lets agents group related issues.

Feedback at every step to gauge customer happiness

BoldDesk aids in evaluating customers’ satisfaction (CSAT) in the resolution of their issues. Customers can provide feedback for every reply or at the resolution of an issue, which helps agents know what the customer feels about the provided service and helps them find ways to improve its overall quality.

Making your customers happy improves customer retention.

Live dashboards and reports that improve decision-making

You can use the following reports and dashboards built into BoldDesk to gather insightful real-time data and make informed decisions about improving service:

A support monitoring dashboard that helps examine ticket inflow and track pending and overdue tickets.

An SLA dashboard that shows support SLA achievements and breaches.

Satisfaction reports that show the customer satisfaction scores for the support they received.

Worklog reports that track the time agents spend on support tickets.

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