Turn customer questions into awesome customer experiences

IOdesk has a powerful ticket management system that not only gives the customer a great experience but also focuses on you who will be working in it.

Ticket management systems are not a new thing, far from it. But a ticket system like the one we deliver is one of a kind. Why you might ask? Because we focus on creating a good environment both for your customers but equally as important for the people working in it. A lot of systems today are either bloated with functionality that let’s face it, few if any use. Or the other way around, don’t have the features you need unless you pay even more per month.

IOdesk is here to change that. We have no paywalls or “pay some more to get this feature” stuff, we offer everything that is needed, packaged in a simple to use and navigate UI.

The ticket management system is basically divided into two sections, live chats and mail/contact form tickets. Both of the views look and act the same with the difference being that the view for live chats have some neat features for with ease switching between tickets (chats) to handle multiple tickets at the same time.

The ticket system organizes all tickets for you automatically so that you directly can see which tickets are new, ongoing or pending (tickets agents are notified to get back to at a certain date). Opening up a ticket presents the main UI where agents can further organize the tickets if need be by adding tags handling customer information and more.

The agent can also directly see a basic overview of the customers information like mail, contact time (if a chat which page the user is looking at right now) and if existing earlier tickets from the customer.

In the same UI the agent can also set a callback date for which the agent will be notified on the date that it’s time to get back to the customer.

The agent can also add notes about the ticket or the customer, this is a great tool for when multiple agents are collaborating to leave information to each other (the customer never sees these notes).

Looking at the response UI everything the agent needs to work efficiently is close and easy to reach, be it adding a link to a knowledge database article, fetching an excerpt from an article or using a canned reply.

When everything is easy to reach, quick and simple for the agent to use and all in a great UI the chance for giving the customer a good reply increases!

 

Reaching out to customers

Answering tickets is not the only thing the ticketing system can do, far from it! Just as with an e-mail client at times you might want to be the one to reach out to a customer. Good news, you can now do this and get tracking of the contact by just creating a new ticket in IOdesk.

The way it works is as simple as “reverse ticket creation”, you create a ticket (mail) and send out to the customer. The customer receives the mail and answers and the answer shows up in the ticket in IOdesk. This is a great way to have continuous interaction with customers, since you get all conversations stored in IOdesk and at a later time can take a look at earlier conversations.

 

Customer insights

Another neat feature of the ticket system is to be able to build up a profile of your customers, for example see how many times before a customer has contacted you, what about and who handled the issue.

A CRM-system of ways focused on support. The same here goes as with tickets, you can add tags, notes and much more to build up a way how to best interact with the customer and to build a better relationship with the customer.

A silly example: you might have that one grumpy customer that hates agents using smileys in their replies. Well just add a tag or note on the customer “don’t use smileys!” to remember this the next time he or she contacts you.

One system - multiple channels

IOdesk collects all tickets in one place for you instead of you having to use multiple apps or even worse, personal email accounts. Contact taken with you through or modules (chat, contact forms or e-mail) all show up in our ticketing system.

 

Collaboration

Some tickets are harder to solve than others and at times some collaboration is needed, either between the people working with support or other branches of the business.

IOdesk offers a lot of tools for doing just this (see more about this under Agents and Teams). Agents can assign other agents to a ticket, or invite each other to tickets to collaborate.