What is a ticketing system?
A ticketing system is a management tool that processes and catalogs customer service requests. Tickets, also known as cases or issues, need to be properly stored alongside relevant user information. The ticketing system should be user-friendly for customer service representatives, managers, and administrators.
How do I generate a Support Ticket?
A support ticket is created upon sending a new e-mail to Support@USServiceCenter.com.
How do I reply to an existing Support Ticket?
Search your e-mail for “0500” or Support@USServiceCenter.com. This will provide you a list of e-mails from us. If you need to provide us additional information about a specific open project, we ask for you to reply to an existing ticket e-mail. You can identify these by the “0500-XXXXX” in the subject line.
What is a “ticket e-mail”?
A ticket e-mail is an e-mail which includes the ticket number in the subject line of the e-mail. This can be identified with “TKT-0500-XXXXX” in the subject line.
What is the importance of the Subject Line?
If you examine the subject line is states the following, “Ticket Update [TKT-0500-XXXXX] – Name of Project”. The first portion of the subject line is the ticket number and the second portion is the name of the project.
What is the importance of the Ticketing System?
Our system and projects are all given a number, aka ticket number. Within this number, we track all communication for that specific project, quote, billing, and questions, which would include billable and non-billable tasks.
What happens once I send an e-mail to Support?
If this is a new item, you will receive a confirmation e-mail from our ticket system.
If you are replying to an existing ticket, one of our staff members will reply.
How does a ticketing system work?
A ticketing system works by first creating a document, or “ticket,” that records the interactions on a support or service case. The ticket is shared between both the rep and the customer and logs their communication to one continuous thread. If there’s any confusion, or if a detail is overlooked, both parties can refer back to the thread at any point to review past information on the case.
Once the ticket is created, reps can then work on the issue on their end. When they have updates or a resolution, they can alert the customer via the ticket. If the customer has any questions in the meantime, they too can use the ticket to communicate with the customer service rep. The ticketing system then alerts the rep that there has been a response logged on the ticket, and the rep can address it immediately.
When the issue has finally been resolved, either the rep or the customer can close the ticket. Tickets can be reopened though if either party has any additional follow-up questions or requests. Instead of having to create a brand-new ticket with a different rep, the customer has access to the same person that they worked with before and can continue where they left off.
Can I receive reports of the open and closing of tickets?
Yes, for qualified clients, we can certainly enable these features.