5 Must-Have Features of a Good Ticketing System

Published in

IT By Design

2 min readDec 20, 2019

In today’s technology-driven age, businesses have embraced multiple channels of customer support. Hence, offering consistent service to customers across these channels is a reasonable expectation. A helpdesk is a centralized point of contact for your customers to seek support. But, to make the most of it, you need to ensure that your Ticketing System is synced with the right set of features. In this blog, we will look at some of these features in details.

1. Omnichannel Support

The customer should be able to reach you through the channel (voice, email, social media, and chat) of his choice. Hence, performing research to understand the preferred communication channels of your target audience should be your business’ priority.

2. Automation

The biggest benefit of having a helpdesk in place is improved operational efficiency. A helpdesk, which automates repetitive tasks, creates a ticket for every interaction on configured parameters. The ticketing system should be able to distribute the tickets to the right queue based on the channel of origin. All these automation tools streamline the agent’s workflow and improve productivity.

3. Sentiment Analysis

A good helpdesk lets you understand the mood of the user with natural language processing (NLP), which records and then analyzes the passive media interactions such as emails or chat. Based on this analysis, an emotional state score can be assigned to an individual customer. This helps the agents prioritize the tickets based on their urgency.

4. Interactive Dashboards

Good helpdesk offers businesses an uncluttered view of the relevant metrics for faster decision making. Apart from monitoring the operations, it is important to get reports too. The best feature of any good Ticketing System is allowing the fetching of customized reports.

5. Easy CRM Integration

Getting IT helpdesk set up demands huge investments (for infrastructure and workforce training). Thus, you need an IT helpdesk which easily integrates with all the major CRMs, including yours.