17 Best Open Source Ticketing System Options for Small Businesses

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24/7 Customer Support is more important than ever. Research shows that 70% of consumers say they’ve already made a purchase decision based on the quality of customer service. To meet growing support expectations, many organizations must tackle a familiar challenge: efficiently managing the volume and diversity of incoming help desk tickets. Open source ticketing systems help teams quickly organize, track, and resolve customer issues. This article’ll explore the best open-source ticketing system for your business. Not only are they cost-effective and customizable, but they also enhance customer support efficiency and help streamline operations.

ChatBee's AI customer support is a valuable tool that can help you achieve your objectives, such as finding a cost-effective, customizable ticketing system that enhances customer support efficiency and helps streamline operations. By integrating artificial intelligence with your open-source ticketing system, ChatBee can help you automatically manage and resolve customer support tickets.

What Is an Open Source Help Desk Ticketing System Software?

An open-source help desk ticketing system is software that helps manage customer support inquiries and requests. When a customer reaches out for help—whether via email, social media, or chat—the ticketing system organizes the support request into a ‘ticket.’ This process allows support teams to efficiently sort customer issues and get to work solving problems, boosting customer satisfaction and loyalty.

Open-Source Ticketing: a Flexible Solution

An open-source ticketing system, or help desk software, is a type of ticket management software with an open-source code, meaning it’s usually freely available for potential modification. It helps you offer customer support and handle user requests from different channels, allowing agents to manage everything from one place.

Why Choose Open-Source Ticketing?

You can either install the source code for free or purchase a license to reuse and alter the source code to suit your help desk needs. Smaller support teams on a tight budget usually evaluate an open-source help desk system for the lowered costs associated with a functional ticketing tool. Let’s look at the key advantages of an open-source ticketing system for a business.

The Benefits of Open-Source Help Desk Solutions

1. Lower Purchase Costs

Open-source help desk free ticketing systems usually have their updated source code with the core help desk features priced nominally or available for free download, without a cap on the number of users or time period. Nevertheless, the initial costs don’t cover any additional resources you may have to spend on implementing the free ticketing systems, hosting it, training agents, or maintaining the open-source software.

2. Customization

The biggest benefit of open-source software is its flexibility or level of customization. With truly open-source helpdesk software, you can add functions and categories, set user permissions, change the design, and much more. In other words, you can create a ticketing system that you really want.

3. Omnichannel Capabilities

Open-source helpdesk solutions almost always offer omnichannel capabilities, allowing you to track tickets coming from various sources within one, centralized system. You probably don’t need to read the further explanation on how useful this is to raise efficiency for your entire customer support department.

4. Integrations

Open-source ticketing software has open APIs and integrates with a myriad of third-party systems. Thus, it helps you further customize it and increase operational efficiency or widen your portfolio of services.

5. Scalability

One of the most useful benefits of open-source software is that it’s easily scalable. An open-source helpdesk can be set up when your business is still small and upgraded as you grow and your customer base expands. Nevertheless, you must be careful to choose a system that can support larger amounts of data.

6. Security

Data security is the reason why many organizations opt for open-source helpdesk. Due to its transparent nature, open-source software is reviewed by numerous developers and community members that improve its code, often making it more secure.

Helpdesk software collects a lot of data on customers. Thus, insisting on data privacy and shielding your business from unpleasant surprises such as cyberattacks makes sense.

7. Community-Driven Product Innovation

When the community associated with the open-source ticketing tool is vast and active, developers are always working to enhance the source code and share updated versions with others. Implementing new ticketing features or fixing bugs in existing code happens faster.

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17 Best Open Source Ticketing System

1. ChatBees: Next-gen Open Source Ticketing System with AI Capabilities

ChatBees optimizes RAG for internal operations such as:

Customer support

Employee support

Our AI-powered customer support software delivers highly accurate responses while seamlessly integrating into workflows with low-code, no-code functionality.

Key Features

AI Agent with Knowledge Graphs

Leverages historical tickets and internal knowledge bases to automate responses.
Reduces ticket resolution time by up to 52%.

Knowledge Graphs Integration

Builds Knowledge Graphs directly from your ticket data.
Integrates with popular ticketing systems, such as HubSpot Tickets, for seamless automation and enhanced ticket management.

Faster Ticket Resolution

Resolve new tickets more efficiently using insights from historical tickets.
Integrates support and sales pipelines for smoother workflows.

Private AI Training

Train your private AI using internal knowledge bases, such as PDFs, DOCs, Web Help Centers, Notion, Confluence, and Google Drive.
Periodic updates keep your AI current.

AI Customer Support in Action

ChatBees automatically analyzes and researches incoming tickets, providing actionable insights in your ticket system.
Supports agents with Copilot features to resolve tickets quickly and efficiently.

No DevOps Required

Easy deployment and maintenance without the need for DevOps.

Try our AI customer support software to 10x your customer support operations. Get started for free, no credit card required. Sign in with Google and get started on your journey with us today!

2. Rocket.Chat: Versatile Open Source Ticketing System

Rocket.Chat is a secure and versatile collaboration platform that allows you to interact with:

Colleagues

Other companies

Customers

Communities

It comes with a ticketing system and omnichannel customer collaboration features, allowing you to respond to users regardless of how they contact you.

You can easily connect Rocket.Chat with tools you already use, including:

WhatsApp Business

Zapier

Mod Assist and more

Pros

Analytics and Real-Time Monitoring

Live Chat, Email, and SMS Messaging

Available in paid plans

Custom Roles and Permissions

Available in the Enterprise plan

Cons

One user faced upgrading issues It can get a bit complex for non-technical users

Pricing

Community (Free)

Enterprise

$7 per user/month or $35 per agent/month

Enterprise Add-Ons

Contact sales for details

3. OSTicket: Popular Open Source Ticketing System

OSTicket is an open source helpdesk and ticketing system used by more than 5 Million users worldwide, by more than 15,000 businesses. This is of no wonder since its free package offers a wide array of services. With OSTicket, it’s easy to scale and streamline customer service. Features such as rich dashboard reports, a powerful ticket filtering system, configurable Help topic, and others make it one of the most popular ticketing software.

Pros

Custom fields to summarize collected user data when submitting a ticket

Ticket routing of notifications to the right departments

Ticket locking mechanism to avoid agent collision

Cons

It can be difficult to find a specific ticket if you don’t know its number

The UI has a bit of an outdated appearance

Pricing

Open Source: Free

Cloud-Hosted: Starting at $12/mo/agent

Virtual Appliance: Contact sales for pricing

4. Tidio: Customer Service Software with Ticketing Features

Tidio is a customer service and helpdesk system designed to ticket triage, streamline support and engage clients through:

Live chat

Chatbots

Email marketing automation

While it’s not a fully open-source solution, it does offer many features for free, including an unlimited-ticket ticketing system. Overall, Tidio’s practical helpdesk tools will help you optimize your support processes and improve your team’s efficiency.

Main Features

Free online ticketing system to easily manage customer requests

Chat widget to enhance interactions between clients and the helpdesk team

Chatbots that allow auto-responder messages to common inquiries

Multichannel capabilities including:

Email
Messenger
Instagram

Routing of real-time messages and support requests to the best-suited agents

Pricing

7-Day Free Trial Available

Free Version: Available

Starter: $29/month

Growth: Starts at $59/month

Plus: Starts at $749/month

Premium: Starts at $2,999/month

5. Zammad: Modern Open Source Ticketing System

Zammad is a modern and user-friendly helpdesk system built with Ruby language that offers a range of features to enhance customer support. It includes:

Ticket management

Knowledge base creation

Templates

Live chat functionality

Zammad also offers integrations with popular communication channels such as email and social media, making it a versatile business choice.

Pros

Customer interface that enables end-user to monitor the status of their ticket

History of changes to track who modified which changes and when

The ability to create individual lists and overviews for specific support teams

Cons

Some users want to see more integrations

One user reported that the system was buggy and outdated

Pricing

Free 30-Day Trial Available

Starter: $5/month per agent

Professional: $15/month per agent

Plus: $24/month per agent

6. FreeScout: Lightweight Open Source Ticketing System

FreeScout is a free-to-use, lightweight, and powerful open source helpdesk system. It’s MySQL and PHP-based (Laravel framework) with access to the GitHub repository. This is essentially a self-hosted clone of HelpScout and a popular Zendesk alternative.

Users love it for its shared mailbox functionality, numerous modules, and seamless email integration. There’s also a free version of the mobile app available for Android and iOS.

Pros

Unlimited support agents, tickets, and mailboxes

Collision detection occurs when two agents open the same conversation

Support of modern Microsoft

Exchange authentication

Cons

Some features are missing, like a knowledge base or API

Sometimes, minor bugs appear

Pricing

Free to use

Additional modules: Starts at $2.99/module

7. UVdesk: Open Source Ticketing System for Ecommerce

UVdesk is another free online helpdesk ticketing system built on the Symfony PHP framework. It offers a range of features including:

Ticket and user management

Email integration

Ecommerce tools and channels

This platform also provides multilingual support, making it a great choice for businesses with a global customer base. There’s a plugin version of UVdesk that you can connect to your WordPress-powered store for seamless integration.

Pros

Easy user management and custom workflows to respond faster

Self-service knowledge base window to provide quick replies to FAQs

Ticket assignment and condition-based workflow

Cons

Limited integrations UI is really basic

Pricing

Open Source: Free forever

Pro: $22/mo/2 agents

Enterprise: $36/mo/2 agents

8. Faveo: Community-driven Open Source Helpdesk

Simple but powerful, Faveo is another great helpdesk management system that will aid your team in staying on top of their customer support game. It comes with automation and SLA management features that help automate repetitive tasks and allow you to connect seamlessly with all channels.

There’s also a comprehensive knowledge base and FAQs, reducing the need for users to contact support.

Pros

Auto-reply

Canned responses

Internal notes

Ticket merging, assignment, and workflow

Powerful reporting features

Cons

It can be a little slow while patching updates

One user reported a few bulk functionalities being slow

Pricing

Help Desk Freelancer: Free/2 agents/mo

Help Desk Startup: $72

Help Desk SME: $144

Help Desk Company: Contact sales

9. Hesk: Simple Open Source Ticketing System

This is a cloud-based helpdesk and customer support software with an interface that’s easy to use. Aside from a centralized support system with ticket management, it also has knowledge base features. If you’d like, you can look into SysAid, a service desk partner of Hesk, and get access to features like:

Live chat

Advanced reporting and analytics

Pros

The ability to prioritize and track ticket urgency and status

Canned responses

Ticket templates

Custom data fields

Integrated knowledge base

Cons

UI for editing and updating knowledge base articles has an old-school design

Some users think an archive system should be more intuitive

Pricing

Open source: Free

Hesk Website License: $49.99 (one-time fee only)

Hesk Advanced License: $199.99 (one-time fee only)

SysAid Service Desk (Hesk Partner): Contact sales

10. WSDesk: WordPress Help Desk Plugin

This WordPress Help Desk plugin is an answer to your customer support needs. It organizes all your tickets, complaints, and queries on one platform. The right integration with ChatGPT is yet another plus point if you integrate this support ticketing plugin into your WordPress website.

The plugin has an integrated knowledge base with built-in information that caters to common search queries and helps reduce the number of queries one has to manage.

Features

Flexible, open source help desk system with tailor-made solutions for your business.

No restrictions to the number of agent profiles and tickets

Complete control and ownership of your data with no access outside your organization.

AJAX-based simple interface

Easy integration with OpenAI

ChatGPT Triggers in setting up automated actions

Canned responses for common queries

Detailed reporting and agent satisfaction analysis

Expert assistance with integrations or technical issues

Pricing

You can download the basic version of WSDesk for free

Pro Version of the Plugin: Starts at $99

11. Support Genix: WordPress Support Ticket Plugin

Support Genix is a cutting-edge and powerful WordPress support ticket plugin that enables you to manage support requests quickly and easily. It makes it simple to keep track of all consumer inquiries and swiftly handle problems.

This open-source help desk ticketing system's scalability is commendable. With Support Genix, you can handle tickets directly from your WordPress website and track them in real time to find and fix issues as they arise.

You can automate ticket administration with a variety of built-in tools and features from Support Genix, including:

Automated ticket assignment and routing

IMAP settings

Auto-response templates

Envato connection

And more

Any business that has an online presence like digital agencies, ecommerce businesses, or service providers can make use of this help desk ticketing plugin. You may quickly:

Create and manage tickets

Assign them to other team members

Add internal notes with the help of the robust ticketing system plugin

Moving tickets across teams or departments is straightforward by using the transfer ticket tool. Support Genix is here to assist you in maintaining the efficiency of your organization. Features include:

Unlimited Tickets

Agent Control

Ticket Notification Setup Collaboration & Team Control

Easy email configuration IMAP configurations

Integration with:

Envato
WhatsApp
Slack

Pricing

It’s priced at $1 for the trial month and then it starts at $59.

12. ProProfs Help Desk: Open Source Help Desk Software

ProProfs Help Desk helps you adopt an omnichannel approach to customer service. Your support heroes can interact with customers on multiple channels, such as:

Live chat

Web forms

Help center

With this customer support software, you can automate ticket assignments, notifications, survey sharing, etc. You can even develop powerful chatbots that will help you generate high-quality leads and assist customers 24×7.

If you are a support manager, the tool can offer rich insights into metrics such as:

Ticket response and resolution time

CSAT

Agent ratings

Features include:

Manage multiple team inboxes, such as support@, info@, returns@, etc., in one place.

Leverage ready-to-use chatbot templates to create your own in minutes.

Deploy bots for lead generation, appointment bookings, and customer service.

Allow agents to join hands to resolve tickets faster.

Collaborate using internal notes and see who is working on what to avoid task collisions.

Create an online knowledge base that holds key answers in the form of:

FAQs
Video tutorials
Help articles

Share automated CSAT or NPS surveys with end-users to capture their valuable feedback.

Track help desk tickets and offer reliable support on the move with a dedicated mobile app.

Pricing

The open source ticketing system is free to use.

13. SuiteCRM: Open Source CRM with Ticketing Features

SuiteCRM is an open-source and affordable CRM solution that you can use for your business. It offers transparent pricing and helps you eliminate the worries associated with hidden charges. With a central repository of customer data, you will be able to easily build better relationships with your customers.

SuiteCRM is open source, so it offers the flexibility to customize the support system according to your needs. Several lead management tools can also enhance your sales numbers.

SuiteCRM offers all the essential tools for your customer support team to respond promptly. Features include:

Comprehensive, open-source, CRM solution

Easy integration with your business systems thanks to the open REST API.

Flexible data model to help you efficiently store customer data.

Powerful reporting dashboard to help you gain actionable insights.

Automated customer segmentation and option to send targeted marketing messages.

Enhances the response time and efficiency of your customer support team.

Pricing

The ticketing system is free to use

14. Bitrix24: Open Source Customer Support Software

Bitrix offers a collaborative system that helps you connect CRM, instant messaging, and task management for the best outcomes. You can reduce the number of tickets by instantly providing a resolution to customers.

You can easily collect customer interaction details and engage them through multiple channels. There are also advanced features like:

Virtual assistant

Ticket routing

Features include:

Create a collaborative customer support system.

Integrate with social media channels.

CRM web forms to capture leads more efficiently.

Live chat to enhance communication.

File sharing options along with ticket queueing and routing.

Workflow automation.

Mobile app for easy user access.

Pricing

The ticketing system is free but is limited to 5GB

15. Odoo: Open Source Ticketing System

This is an agile tool for customer support with efficient features. You can organize your tickets and view the status on a convenient dashboard. It offers multiple channels out of the box, such as:

Customizable web form

Live chat

The tool offers many features to enhance your customer support system. These include:

Easy SLA creation

Automated email notifications

Canned responses

It also helps you create payable support contracts with customers. Features include:

An agile help desk with a user-friendly interface.

Provide support through multiple channels.

Easy SLA configuration and workflow automation.

Canned responses for quicker resolution.

Option to sell support contracts.

Effective self-service through knowledge base integration.

Pricing

The best part about this ticketing software is that it’s free.

16. X2CRM: Open Source Helpdesk and CRM

This comprehensive system effectively integrates CRM, sales, marketing, orders, and service interactions. You will be able to manage diverse aspects of your business without hassles. More importantly, this system will help you integrate engagement data from multiple communication channels.

Also, X2CRM offers several interesting features such as:

Ticket tracking

File sharing

Support reports, etc., to enhance the customer support process.

Set up easy customer modules X2CRM using PHP.

Features include:

Comprehensive CRM solution with marketing automation and customer support.

Single Database Custom-designed modules with PHP

Rapid Module Creation

Automated messages and reports

Knowledge base integration

Pricing

X2CRM’s modest implementation fee starts from $65/user/month

17. ERPNext: Open Source Help Desk Software

This open source, SaaS help desk will help you elevate your customer support process. It offers:

Better ticket management

Workflow automation

Detailed reporting

And more

You will get actionable insights in real time, which can significantly improve your processes. It facilitates omnichannel interactions and automatic ticket assignments.

Features include:

Comprehensive tool to improve your customer support process

Omnichannel support

Automated ticket assignments and easy monitoring of the support team’s performance.

Better SLA tracking

Portal to keep customers updated about their issues

Customizable forms

Knowledge base integration

Multilingual support

Pring

The small business plan starts at $48.95.

Help Desk Benefits

Customer Experience Automation

SaaS Help Desk

Ticket Escalation

Self Service Customer Support

Service Desk Automation Ideas

Help Desk Benefits

Common Help Desk Problems and Solutions

Best Help Desk Software for Small Business

Generative Ai for Customer Support

Best Incident Management Software

Best Open Source Ticketing System

9 Ticketing System Tips for Outstanding Customer Service

1. Define your service-level agreement (SLA)

A service-level agreement (SLA) is a contract between you, the service provider, and your users or customers. It spells out the service customers can expect from you, from first-response time to full-resolution time. An SLA may be an informal promise to all customers or a formal legal agreement made to specific customers or customer groups.

SLAs help reps prioritize support tickets and help your customers understand what to expect from your team. An SLA should set service objectives that align with business goals. A startup, for instance, may promise customers a first-response time of five minutes or less after recognizing the metric as one of its strongest growth levers.

Openly publishing your SLA can hold your company accountable and create peace of mind for your customers. Share your SLA via a knowledge base article linked in agents’ email signatures or even your automated responses to make it publicly available. Done right, an SLA can improve the experience for everyone.

For example, FINALCAD achieved 100% SLA compliance with a team of 35 agents processing 2,500 tickets per month, leading to better service across the board. “We know exactly what our priorities are and can identify and remedy any friction points for our customers,” said David Vauthrin, co-founder and CMO at Finalcad.

2. Set Up Tiered Support for a Smoother Ticketing Workflow

To organize your ideal ticket workflow, start by looking at the intersection of your customers’ needs, your company size, and your agents’ capacity. For small teams with a reasonable number of requests, tackling issues chronologically in first-in, first-out fashion might be the most efficient ticketing system best practice.

The larger the team and the more complex the product, the more agents must take a layered approach to prioritize tickets in an issue-tracking system. Large teams usually have:

More tickets to process

More variables to consider

More channels to manage

That’s why many large teams also set up tiered support in addition to investing in omnichannel support software. For example:

Tier 1: Agents handle simpler issues that can be resolved in 10 minutes or less

Tier 2: More experienced agents handle more complex issues that take under 10 minutes

Tier 3: A small team of hybrid agents dedicated to VIP customers

Tier 4: Specialists who handle technical issues too complex to promise a resolution time

Large teams can spread tickets across multiple agents depending on the need by tiering support capabilities. Nevertheless, tickets should be escalated when these requests or issues can’t be resolved through a ground-level agent.

3. Roll out self-service tools

The data is clear: customers like using chatbots. The 2021 Zendesk Customer Experience Trends Report shows that customers prefer to use a chatbot if it means faster resolution time. Self-service tools also help customers get the answers they need on their own, and free up agents and focus on complex issues that need direct monitoring.

Consider setting up chatbots, which simulate conversation on channels such as:

Web chat

Social media

Mobile apps

Some chatbots are rule-based, presenting predefined options to the customer. Others, like Answer Bot, use machine learning to continually improve their understanding of customer requests and suggesting content.

“We wanted to deflect these kind of tickets and have more meaningful, consultative conversations with our members and Answer Bot has been the answer.” Trent Hoerman, senior program manager at Dollar Shave Club

Another self-service option is creating a knowledge base. It’s a searchable online library designed to help your customers find everything they need to know about your products and services.

Our Customer Experience Report 2021 found that 63% of customers always or almost always start by searching a company’s online resources before reporting an issue. That means a well-built knowledge management system can prevent tickets before they happen.

Dollar Shave Club’s story shows how much self-service tools improve efficiency. Its Answer Bot alone handles 12-16% of the Club’s tickets each month. Many of these are simple requests, like customers wanting to know how to pause their accounts.

4. Use Predefined Ticket Actions and Message Templates

Customers’ steep expectations on response time put pressure on agents. Our research shows that 51% of consumers who prefer the phone as their primary support channel expect a response in less than five minutes. Twenty-eight percent expect the same on live chat—and 76% expect some level of personalization to boot.

Predefined ticket actions and message templates greatly speed up response time. Here’s a look at some common automations for responding to chat, text, and email tickets:

Chat: Set up a bot to have an initial conversation with customers when they submit a ticket through chat. Program the bot to ask questions that will help reps understand the basic details of the issue when they’re able to solve it directly.

Text: When customers submit tickets through text, set up an automated response, so they know their message has been received.

Email: Just like sales reps have email templates ready to go for their most common scenarios, so should your customer support reps for the most common problems they solve.

They can grab a template, quickly personalize it with details from a customer’s ticket, and send it in moments. With predefined tickets, customers see faster resolution times, and agents have more time to handle complicated issues that need their direct attention.

5. Review and add ticket tags

Help desk software automatically tags tickets with short descriptors like “feedback” when created. These tags contextualize the problem to help agents prioritize and route each ticket. But over the course of helping a customer, agents often learn new information that wasn’t available at first. When that happens, agents can add ticket tags that further clarify the issue. That way, they ensure tickets surface in relevant reports as they develop and are easily searchable.

Here are two examples:

An agent grabs a ticket automatically created and tagged by their help desk software. The customer describes their problem in a way the AI software doesn’t recognize, but the agent sees that it refers to a known bug.

The agent adds a tag, like “system_crash,” that triggers reassignment to a higher support tier. A support rep recognizes that a customer may churn based on the tone of their voice and past service history. So the rep adds a tag flagging the customer as “at risk,” along with a note why.

By reviewing and adding tags, agents better equip themselves and their teammates to solve customer issues.

6. Track Ticket Status and Monitor Progress

Always update each ticket’s status as it advances from “New” to “Closed” in your help desk software. This process creates visibility, making it easier for your team to do their work.

Agents will be less likely to let tickets slip through the cracks and will be able to recognize tickets that need extra support.

Setting Clear Expectations for Status Updates

For status updates to be helpful, agents need to know the expectations associated with each one. For instance, your team may agree that “New” email tickets should be claimed within 60 minutes and within 60 seconds for chat. Or, you might ask agents not to advance a ticket to “Solved” status until the customer explicitly agrees their issue is fixed.

Use alerts in your customer service software to remind agents to take action for each status. For example, you might set an alert that reminds reps to contact a customer again if their ticket has been “Pending” for 48 hours.

7. Train New Hires on the Ticketing System

If agents and support reps don’t know how to follow your ticketing system, they can’t do their jobs. Make training on your ticketing system a priority during onboarding to set your team up for success.

Here are three ideas to get started:

Ask new reps to resolve simulated tickets. This training creates a low-stakes scenario where agents can build their confidence before handling real tickets. After new reps have solved X simulated tickets, ask them to handle live tickets with your supervision.

Review their responses before they go to customers. Create a buddy system between new and senior reps.

Assign agents an experienced rep who can answer questions, allow the new rep to shadow their calls, and review their decisions.

8. Watch your ticket backlog

Although a bit of ticket backlog is healthy, an excessive amount is not. An unchecked ticket backlog can create a downward spiral of unhappy customers ready to churn and burned-out agents ready to quit. Here’s how to keep your customers and agents happy.

First, watch for signs of overload. Since your backlog is calculated using simple math: the number of unsolved tickets divided by the average number of tickets solved weekly, an overload is usually pretty apparent.

A ticket spike one week out of the month probably isn’t a big deal. But a backlog that increases a little more each week of the month should be investigated. If your backlog is unhealthy, analyze your customer service data to evaluate the root issues driving your backlog.

Understanding Customer Sentiment

Customer satisfaction (CSAT) survey scores show how well you meet customer expectations. If it’s trending downward, send follow-up surveys to find out why. Maybe customers will say they’re passed off too many times, which gives you clues as to why tickets keep getting stuck.

Analyzing Support Channel Performance

Maybe there’s confusion about tagging processes, or tickets are not being escalated appropriately, keeping them from getting to the right agent. Ticket volumes by channel point to where your customers prefer to get support. If your backlog shows stuck tickets ramping up on certain channels, consider adjusting agent coverage to balance your team’s load.

Monitoring Ticket Complexity and Resolution Times

Full-resolution time and reopen rates reveal changes in the complexity of your customers’ issue requests. Maybe your company launched a new product that requires more technical expertise to support than expected. Your team might need extra training, or you may need to expand your specialist tier.

By examining the data, you’ll find solutions for reducing your backlog, whether that’s re-optimizing your ticket workflow, adding more staff, or increasing software spending.

9. Collect and Implement Feedback From Your Team

Ask your agents. Your reps are a great source of insight since they’re doing the work every day. Not to mention, they’ll likely be happy to know that you value their input. Gathering that feedback doesn’t have to be complicated or time-consuming. For instance, you could

host town hall meetings.

Proactive Feedback Collection

To help spark the conversation, collect questions about ticketing issues from reps ahead of time. Send internal surveys with incentives to take them, such as a drawing for a gift card. Use a survey to gather in-depth feedback on your ticketing processes, like digging into how well agents think your SLA objectives serve customers.

Create polls to gather agents’ opinions on ticketing quickly. For instance, if you’re considering several tactics for bringing ticket volumes down, ask agents which ones they think would work best.

Improving Agent and Customer Experience

Just as customers want their service to feel personalized, your agents want their work to feel personalized. Collecting and implementing their feedback helps do that. Help your agents help your customers. With a good ticketing system, you’ll help your agents create positive customer experiences that drive customer loyalty. You’ll also help create a better employee experience for your agents, a streamlined workflow, and more understanding about expectations for ticket times.

Use ChatBees’ AI Customer Support Software to 10x Customer Support Operations.

ChatBees optimizes RAG for internal operations like customer support, employee support, etc. with our AI customer support software, which has the most accurate response and easily integrates into their workflows in a low-code, no-code manner.

Automating for Higher Efficiency

ChatBees' agentic framework automatically chooses the best strategy to improve the quality of responses for these use cases. This improves predictability and accuracy, enabling these operations teams to handle a higher volume of queries. No DevOps is required to deploy and maintain the service.

Try our AI customer support software to 10x your customer support operations. Get started for free; no credit card is required. Sign in with Google and get started on your journey with us today!