Qu’est-ce qu’un système de tickets ?
A help desk ticketing system (support ticket system) is help desk software that collects and tracks all customer support interactions from various channels—phone, chat widget, email, and social media. No matter how a customer chooses to reach out to your team, that interaction will be logged in the system. When it comes to efficiency, not all ticket management systems are created equal. Zendesk Support is an omnichannel ticketing system that makes it easy for your business to track, prioritize, and solve customer support tickets for inquiries. Zendesk support ticketing software makes it effortless for teams to access and manage all information from one centralized hub, giving chat agents a full view of each customer and their journey, regardless of where the conversation originated.
A multi-channel support ticketing system
When it comes to customer satisfaction, we know that customers want to resolve issues seamlessly on the platform they prefer. That doesn’t mean chat agents have to stumble through multiple information silos to reach them.
Zendesk is designed to seamlessly connect your customer support team with customers across all platforms. Our omnichannel ticket system is designed to keep the conversations with customers going on any channel without losing context. And with Zendesk live chat software, customers will experience quality customer service on their preferred platform, whether it's through email or a chat session on Facebook Messenger.
Beyond improved customer satisfaction, Zendesk’s ticket support system software is also a dream for chat agents, who get a comprehensive view of the entire customer journey, so they can stop searching for information and start chatting. The centralized hub makes it easy for managers and admins to track their team’s performance metrics, KPIs, and SLAs across the customer experience.
Context is king in a ticket system
No one wants to feel like they’re talking to a robot. Zendesk software sets your team up with everything they need to provide customers with truly personalized service. With an omnichannel ticket support system, your agents have full details about every customer they interact with through an organized workflow. Equipped with context about every customer, customer support agents can quickly resolve individual support requests and provide quality customer experience across the board.
Problem-solve at lightning speed
Beyond having a centralized hub for a seamless workflow, Zendesk software makes it easy for your team to identify issues as soon as they arise.
Tickets are assigned unique reference numbers and statuses to help teams manage and prioritize their workflow. To stay on track, teams can also set up alerts in Zendesk for tickets that agents haven’t responded to in a timely manner.
With Zendesk’s built-in issue tracking system, the support team can easily identify IT issues the moment they’re raised by customers. Agents can use the information gained from Zendesk’s issue tracker to notify the software development team of bugs or create new self-help resources for customers.
By identifying problems early, your team can take action swiftly to ensure customer satisfaction isn’t interrupted.
Elevate customer support with Zendesk's ticketing system
Seamless communication doesn’t have to be a distant dream for you and your team. Zendesk’s omnichannel ticket system elevates your customer reach and bridges the gaps within your business. With our open CRM platform Zendesk Sunshine, you can connect all customer data so chat agents have all the customer context they need to respond easily across channels through live chat software. Plus, reporting with customer service analytics gives you detailed insight into your support agents work so you can make your workflow work better for both your team and your customers. That’s a win.
Exploitez davantage de connaissances
With a support ticket system, you can turn the dream of great customer service into a reality. Learn more about the powerful possibilities: