The Ticket System
Ticket systems are used to process customer inquiries, criticism or questions quickly and reliably. They are also referred to as trouble ticket systems or issue ticket systems. With the help of such ticket systems, inquiries are usually received automatically and each inquiry is assigned a ticket, i.e. a specific number. Requests can be made by telephone, e-mail, or via contact forms on websites. Modern ticket systems are often linked to customer databases, which means that requests can be immediately assigned to the relevant customer.
Reliable processing of customer inquiries
If inquiries are not processed automatically and the ticket is created immediately, an employee at a so-called help desk receives the inquiry, enters it manually into the ticket system and thus receives a corresponding case number, about which the customer is informed. The ticket number should always be specified in any further communication concerning this one request, as this allows the case to be clearly assigned and thus ensures rapid processing. In addition, it is possible to forward the ticket to an employee via the ticket system, who is then entrusted with processing the request. If the system is used correctly, it is almost impossible for requests to get lost. It therefore offers the customer the security of knowing that their request will be received and processed, but the service provider also benefits from the use of the ticket system, as the resulting higher customer satisfaction has a positive effect.
Advantages of ticket systems
The advantages of ticket systems are obvious. The bureaucratic effort is reduced by the introduction of the standardized processing procedure. Requests are recorded and processed according to a defined system, making customer support uniform and reducing the need for individual training. The ticket system also promises greater transparency in the processing of customer inquiries and creates comparable results, from which improvements in the organizational process can easily be created. Employees can be trained in a targeted manner, reducing the cost of individual follow-up training. Unnecessary steps can be eliminated and workflows optimized.
Disadvantages of ticket systems
One potential disadvantage is the cost of implementing the ticket system. On the one hand, personnel are needed to make changes and maintain the system in order to use it permanently, and on the other hand, more powerful servers are required in some cases. The initial costs for employee training are also a disadvantage, but in most cases this quickly pays for itself. Criticism is often levelled at the fact that ticket systems can be used to monitor employees and their work performance, which can lead to behavioral and performance controls, which in turn can lead to conflicts in terms of labor law and data protection. In companies where co-determination applies, the introduction of such systems may be subject to approval by the works council.
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