Logiciel de suivi des problèmes

What is issue tracking software?

Issue tracking software compiles all of an organization’s customer tickets for easy maintenance and management. Cloud-based offerings make it simple for service agents to access the system and process service tickets from anywhere. Successfully manage, organize, analyze, and respond to numerous support tickets to foster better customer relationships and create better status reports with issue tracking software. Customer issues don’t always come from the same place. Zendesk makes it simple to track every customer issue from all of your channels. Many companies, including Uber and Airbnb, use Zendesk Support as their issue tracking software.

How does Zendesk help track issues?

Zendesk Support is a ticketing system that acts as a shared inbox for every customer inquiry. No matter what channel customers use to contact your business—email, chat, phone, social, and more—your support agents always have an omnichannel view of the customer making ticket management much easier.

Give customers and agents context

Both service representatives and customers get a real-time view of how a support ticket is advanced and resolved using Zendesk’s issue tracking software. Users see when activity occurs and the name of the agent that’s resolving it. Service representatives see when the ticket is being accessed and by who, along with the ticket’s service history. Updates in the issue tracker appear as they’re actually happening, so customers and agents can immediately see the development towards a ticket’s resolution.

Integrate for a better view

Un logiciel de suivi de problèmes peut s’intégrer à de nombreux systèmes et applications afin de fournir aux équipes d’assistance plus de moyens de servir les utilisateurs. Élargissez votre champ d'action pour récupérer des signalements de problèmes, comme les sites de commerce électronique ou les logiciels de gestion de projets. Créez des rapports encore plus pertinents et évaluez la progression de l’équipe en intégrant le logiciel de suivi de problèmes à des applications d’analyses et de productivité.

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