Do you want to know what a ticket is and how to use it in the client area? In this guide, we explain in just a few seconds what a ticket is and how to use it from our client area.
What is a ticket and how to use it in the client area?
Customer service is often overlooked as an essential part of an organization. And in many cases, people tend to underestimate the importance of providing quick and effective answers to the problems their customers may have.
Good support can greatly improve customer satisfaction and is crucial for maintaining brand loyalty. So, to help explain what a support representative really does, let's start with the basics.
A Ticket is a digital request or report made in the Client Area. This request is made by the customer to notify the hosting provider about any problem, inconvenience, or to also inquire about aspects related to the website.
Tickets arise in order to resolve problems or events and track them. In this way, the customer service department can control the incidents presented by customers and check their status.
Tickets are called that because they originated, in the beginning, as small cards within a traditional work management system. These small cards were placed on shelves on a wall in such a way that customers communicated their requirements or problems described on them.
Importance of Customer Service
Good customer service software not only allows you to create new tickets and manage pending ones effectively. The ticket system should also provide a way to establish a knowledge base of common problems that your users experience.
Once a frequent question or request arrives, there should be some level of automation to lead customers to a frequently asked questions page.
Otherwise, you could mark open entries as a certain state so that the technical team knows that the problem is common and can be answered in bulk.
While a certain level of backlog is expected, your management needs to create a queuing system that prioritizes tickets so that no customer request is left open for too long.
Some support tickets may not even require much from your agents, and customers can be directed to articles that can help them find self-service solutions.
We hope this guide has been helpful in understanding what client area tickets are, as well as how to use them. If you have any questions about it, you can open a ticket from your client area so that our technicians can help you.
Also, if you want to know what the Sered client area consists of, we recommend this guide on "What is the Client Area?".