What is ticket management? How does service desk software fulfill the function of ticket management? These are two important questions you will want to ask before you even consider doing a trial run of the service desk software. When the customer has a query or concern, he or she would either call the toll free number or send an email to the given customer care center. This is called raising a ticket. This is logged in by the person or system that receives the query. From this point on and until it is resolved, it falls into a queue. It is only after the representative has been able to resolve the issue for the customer that it can be closed. This whole process may take hours or even days in certain cases. However, it is the responsibility of the customer care representative or the company to ensure this process is executed smoothly and efficiently. The bottom line is customer satisfaction.
Any method of approach that can achieve 100% satisfaction for the customer can only be a worthwhile investment. In …
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