Online Registration of Complaints and Solutions

Ticketing is a process of registering complaints. When a complaint is registered, a ticket is raised. In other words, problems are recognized from their tickets.

Registering complaints is an important part of customer service. In fact, it is the first step. A customer makes a complaint and his complaint gets registered. A service executive registers complaint and issue a number to the customer. It is called raising tickets.

Ticket

It is a number that shows a problem. Every complaint is registered as a number and consumers are asked to follow their complaints using their ticket numbers. This process works but it takes lot of time. It is a time consuming process.

When a client reports a problem, he expects quick help but he gets a number and he is asked to wait as service executives don’t have enough information to provide. The customer waits with his ticket number and if he forgets or loses the number, he has to remind the service executives or register his complaint again.

Online ticket

IT help desk ticketing software creates online tickets for complaints. Customers register their complaints on software and raise online tickets. They make posts in their accounts. Customers get dedicated IT help desk ticketing software service accounts that they can use for reporting problems, making requests and searching information.

Customers make posts and service executives reply to their posts. The executives get much time to reply to the posts. A customer makes a post and waits for a service executive to take note of the post and prepare a suitable reply. But on phone calls, customers demand immediate results that aren’t possible.

Software provides ample time to service executives to search information and provide solution. But the biggest advantage of software is its database. It keeps record of problems that customers and service executives can take advantage of.

Database

A customer gets a dedicated account for registering complaints. He posts a complaint and gets solution. Both the complaint and solution get saved in his account. The customer can see his posts and solutions on his account. If he faces similar problem, he can make a reference to his earlier posts and solution provided.

The database can also be used by businesses. A business can see the complaints posted by its customers and solutions provided for the problems. In this way, the business can find common problems and their solutions.

IT help desk ticketing software is quite suitable for businesses that deal with customer problems. The software would ease burden from their service executives. It is simple software with complex features that can be customized to suit individual needs.