What Is a Trouble Ticketing System and Why Have One?

Learn why you need a trouble ticketing system and how to organize your help desk to create "forever" customers.

What's in this article?

What is a trouble ticketing system?

Today, a trouble ticketing system is often a cloud-based Software-as-a-Service (SaaS) platform that helps businesses manage and improve customer interactions using trouble tickets.

For instance, Giva's trouble ticket software is a component of our cloud-based help desk solution. It is a system for collecting and managing help desk requests, sometimes known as "trouble tickets", "cases", or "problems". These tools assist your customer care representatives in resolving client issues while preserving a personal touch. A trouble ticket system may keep extensive customer information so that representatives may create rapport. It begins with creating a trouble ticket, but good trouble ticket software will do much more once the problem has been resolved.

For instance, by delivering customer satisfaction surveys once issues are closed, you may monitor your team's success using reporting analytics to make data-driven decisions.

What is trouble ticket software?

Creating customer support trouble tickets facilitates the tracking, management, and resolution of customer concerns and difficulties. The ultimate goal of a trouble ticketing system is to increase client satisfaction, so they continue to purchase your products or services over the long term.

A reliable trouble ticket system will:

Centralize all customer contact points
Record help desk issues and track progress in trouble tickets
Enable trouble ticket assignment so people with relevant expertise can quickly respond
Assist in determining the priority of issues and the order in which they are addressed
Permit the setting of severity levels for each help desk trouble ticket

Why does your organization need a trouble ticketing system?

Customer satisfaction is the most crucial incentive to invest in a trouble ticket system. Customers will continue to purchase and pay for your products and services if they are satisfied and super happy. That sounds like it should be clear and obvious, yet evidently too few business executives understand this, since outstanding help desk appears to be exceedingly rare today.

When was the last time you had an exceptional help desk experience with your cell phone, airline, or Internet access provider that you wanted to share with a friend?

If clients continue to purchase and pay, a company can continue to pay its staff and invest in the creation of innovative, engaging, and superior new products and services. This results are a positive feedback loop, the flywheel effect, or a virtuous cycle. Until anything disrupts the feedback loop, forward momentum maintains its strength. Regrettably, bad help desk is often the culprit and the downfall of many organizations.

Watch videos about Giva's cloud trouble ticketing system.

What is the major function of a trouble ticket system?

If clients are not satisfied, beware! Any organization has the potential to swiftly enter a death spiral, often known as a negative feedback loop. Some fledgling businesses take the leisurely escalator up by achieving excellent customer satisfaction scores, only to take the rapid elevator down by neglecting customers as they develop.

Appreciate customers and use the best trouble ticket software

Everyone should appreciate their clients as much as they regard their own salaries. A paycheck is just client money that was taken out of their wallet, transferred to your company's pocket, and then distributed to you. Without satisfied clients, the game is done. Everyone is free to return home, remain at home, and find something else to do. In conclusion, the major objective of a trouble ticketing system is to retain clients and ensure their satisfaction all the time.

Most trouble ticket software is too complicated to install and operate

We've determined that caring for your customers is vitally crucial. So how do you do this? Given the maturity of the software business, many individuals question why contemporary trouble ticket software is not easier to use and more functional. Many trouble ticketing systems are difficult to learn, configure, use, and maintain. In contrast to the IT department's technical personnel, help desk representatives are often not tech-savvy. It is necessary they have a variety of talents to deal daily with dissatisfied customers, and thus they have rare personality qualities, such as endless patience. They require a trouble ticket system that is incredibly easy to set up without the assistance of the IT staff, and is also simple to use daily.

How to establish a help desk that can use a trouble ticketing system

The first step is to identify a group of individuals within your business who are responsible for customer care and possess the ideal combination of talents and excellent personality qualities. It need not be a division with a large budget. All that is required is a group of highly motivated and compassionate listeners. Empathy is the capacity to place oneself in another person's position, regardless of its severity, and to feel what they feel. The finest help desk representatives are those who can listen with empathy and have good oral and writing communication abilities. The quality of the individuals utilizing a company's trouble ticket system is what makes the difference, not the system's functioning.

Using a trouble ticket system to make your clients "super-duper happy"

When referring to our customers, Giva uses the phrase "super-duper happy". We ask one another, "Is this or that customer super-duper happy?" We place particular emphasis on the happiness, so we say, "super-duper". We may respond to each other, "Yes, they are super-duper happy; everything is OK" or maybe "No, they are not yet super-duper happy; we're still working on it."

What are the advantages of a trouble ticket system?

Generating long-term customer satisfaction requires keeping your customers super-duper happy. Your employees utilizing a trouble ticket system can answer queries and fix current difficulties. In addition, agents must record and document how clients utilize your products, including all the ways they wish they could use them but cannot. The trouble ticketing system must record customer annoyances and dissatisfactions with your items. All of these details are valuable gold nuggets for the individuals who working on building your products and services.

A trouble ticket system can aid in "forever" client retention

Long-term client retention is crucial for any organization's success. Customer loyalty may be cultivated via exceptional help desk interactions. There is a significant possibility to build product evangelists from satisfied customers since satisfied customers will often inform their friends and coworkers about their experiences. All businesses should seek to be in the "forever customer" business rather of the "new customer" business. Too many businesses focus only on generating new customers and not taking care of the valuable customers that they have. New clients are fantastic; therefore, the sales team concentrates on acquiring them. However, retaining clients "forever" is everyone's most critical responsibility, and all departments should collaborate to achieve this objective. An empathic listener can read between the lines, ask several pertinent questions, and offer value to the customer interactions, which can be utilized to improve and develop new products and services and keep customers "forever".

Utilizing a trouble ticket system, identify unmet customer requirements

Here are some questions to consider:

Are your clients attempting to utilize your product in an unintended manner?
What is the use case here? Why is this being done?
What further products may they be utilizing?
Why are they attempting to utilize your product in this manner?
Is it possible to improve your product such that it does what the customer desires and does it effectively?

All of this must be addressed and elaborated with customers, as well as recorded in the trouble ticket system. With this knowledge and excellent reporting analytics, your organization may learn how to rapidly change your products based on direct and primary client input, which is the golden standard.

Who uses a trouble ticketing system?

Whenever you contact a firm by phone, email, chat, or social media, you are communicating with the help desk department, which is likely utilizing a trouble ticket system. They will search for you in their database and create a trouble ticket. They already have information on you, such as the items you've purchased, the number of times you've contacted them, the difficulties you've had in the past and how they were resolved, and maybe even the customer surveys you've completed, etc. All of this information, coupled with a sympathetic listener, will be utilized by a business with a strong dedication to customer satisfaction to help keep customers "super-duper happy"!

Request a Live Demo

See It In Action

Assess Your Needs

Download Tool

Try Giva's 30 Day Trial