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Kapture’s Helpdesk Ticketing System - A well-structured ticketing system that manages tickets received from multiple cha

It is a helpdesk ticketing software that delivers excellent customer support by handling tickets coming from various platforms such as email, call, SMS, social media sites and many others. It manages customer conversations, resolves tickets seamlessly and builds stronger customer relations.<br>

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Kapture’s Helpdesk Ticketing System - A well-structured ticketing system that manages tickets received from multiple cha

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  1. Helpdesk Ticketing System A platform to manage all customer tickets in one place.

  2. What is a Helpdesk Ticketing System? It is a system that helps the organizations to track, collect, categorize, prioritize, assign and resolve incoming tickets to deliver personalized customer support experiences.

  3. Why is it Needed? ⇒A large volume of tickets is received by organizations which need to be handled individually. ⇒Dealing with massive amounts of tickets consumes a lot of time.

  4. Why is it needed? ⇒Organizations receive multiple tickets from multiple channels which come as a challenge. ⇒In the absence of a Helpdesk ticketing system, it is back-breaking to prioritize the tickets.

  5. How does it Serve the Purpose? • Saves time by automating the process and handling repetitive queries. • Brings all your customer interactions at one platform. • Makes the whole process of resolving the queries faster and easier.

  6. Features of Helpdesk Ticketing System Omni-channel • Omni-channel Helpdesk Ticketing System collects and tracks all customer support interactions from various channels such as phone, chat, email, calls and social media on one platform. • This feature assists the customer support agent to resolve tickets faster.

  7. Features of Helpdesk Ticketing System Hybrid tickets • It generates a ticket ID that can be used by an agent to access previous interactions with a customer regardless of the channel of communication (email, chat, call, etc). • With this feature, you will not have to worry about missing out on any communication from the customer.

  8. Features of Helpdesk Ticketing System Automatic Ticket Assignment The system automatically finds the priority tickets categorizes them and assigns to the support teams based on criteria unique (condition, action) to your business For instance: Tickets asking for a refund are allocated to the refund department of the organization. It is an efficient and faster way of resolving tickets.

  9. Features of Helpdesk Ticketing System Ticket Disposition • This system allows an agent to either close a ticket after resolving it or forward it to another agent for further action if needed. • An agent has the option to reopen a previously closed ticket and get access to all the past interactions that are stored in the system.

  10. Features of Helpdesk Ticketing System Predefined Response Templates • Helpdesk Ticketing System helps to reduce the time taken by agents to manually reply to FAQs by using pre-formatted responses. • It also allows you to pick up relevant customer-specific details, including name, ticket, etc., to personalize these pre-set templates.

  11. Features of Helpdesk Ticketing System Robust Analytics • The Ticketing System provides ticket analytics thus improves your customer operations • Using ticket analytics, you can easily find metrics like typical ticket resolution time under each channel, channel with highest ticket traffic, and lots more.

  12. Kapture Ticket Management Software- The Best Helpdesk Ticketing System A well-structured ticketing system that can automate and streamline time-consuming tickets all in one place. Book a demo with Kapture CRM today at https://www.kapturecrm.com/ticket-management-software to reap its benefits.

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