23 Best Smart Ticketing System Solutions for Efficient Support

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Picture this: you’re at an amusement park, ready to dive into some serious fun, but first, you have to wait in line for your tickets. As you stand there, you can’t help but notice how every minute that passes increases your anxiety, not to mention it’s ruining the excitement of the day. Now, imagine if, instead of waiting in line to buy your tickets, you could simply open an app on your phone and purchase them from the car on the way to the park.

This is the power of an innovative HubSpot Help Desk Software. The smarter a ticketing system is, the more it can enhance the customer’s experience before entering the venue. As you read on, you’ll uncover valuable insights to help you find the best innovative ticketing system that maximizes customer support efficiency, reduces response times, and integrates seamlessly with your current workflow, ultimately enhancing customer satisfaction.

ChatBee’s AI customer support can help you achieve your goals by improving the automation of your ticketing system and finding the best smart ticketing system for your business.

What Is a Smart Ticketing System for Customer Support?

A smart ticketing system automates and streamlines customer support by efficiently assigning, tracking, and managing customer service requests.

In a perfect world, we’d all work smart instead of hard. But what exactly would that look like for a modern customer support team? A big part of working smart is finding and leveraging the right tools to accomplish more in less time. After all, increasing efficiency can mean:

Higher productivity levels

Wider margins

More money in your pocket

Implementing a more brilliant ticketing system for your support team can also boost customer satisfaction and elevate the customer experience to a whole new level. So, let’s talk about the different ways a more brilliant ticketing system can drastically improve your customer service.

How Smarter Ticketing Improves Customer Support Experiences

Many tools are available to help support teams work more innovatively than ever. An intelligent ticketing system includes key features such as:

Omnichannel support tools

Support automation

Collaborative workflow

A combination of human agents and AI-powered chatbots

Here’s a look at how these components can drive better customer experiences:

Automated Support Solutions for Greater Efficiency

Modern support technology offers plenty of time-saving and cost-saving tools that allow your team to work more efficiently. For instance, an innovative ticketing system can:

Generate tickets automatically

Collect and share relevant customer data in real-time

Ensure the support agent has everything they need to respond to the inquiry

Streamlined Ticket Creation for Enhanced Agent Efficiency

Automating the simple but time-consuming task of ticket creation allows your agents to focus solely on solving the customers’ problems rather than taking notes and tracking data. Capturing all customer information and interactions within a single, ongoing thread ensures your agents can always access contextual data and deliver uninterrupted support. Your team can focus on resolving complex issues instead of scrambling to locate the customer’s file.

Another way to ‘automate’ aspects of your support operations is to create a digital self-service solution that customers can access at their convenience, thereby reducing the number of incoming requests.

Omnichannel Support for Consistent Experiences

Businesses that adopt omnichannel support allow customers to use the most convenient channels. Nevertheless, omnichannel support goes beyond multichannel support (which keeps information in silos) by sharing contextual customer data with all relevant parties.

No matter who a customer speaks to or how they contact your team, the customer experience remains consistent across different:

Channels

Platforms

Departments

Seamless Omnichannel Support for Customers

This makes it easier for customers to reach out to your team when they need assistance and allows your agents to maintain a single, ongoing support conversation with each customer. Since knowledge is shared across all channels and team members, customers don’t have to repeat their issues multiple times.

Your agents can respond to any channel from a single conversation panel, allowing them to converse seamlessly with each customer—even if they switch channels or communicate with several different support agents.

Collaborative Support for Seamless Conversations

The traditional tiered support model addresses customer problems by continually escalating the issue until a solution is reached. The customer usually speaks to a frontline agent who passes them on to a more experienced agent or transfers them to an entirely different department.

One significant drawback of this model is that it often requires the customer to repeat their issue to multiple people, wait on hold on several different lines, and continually wonder whether the person they’re talking to can help.

Enhancing Collaboration with a Shared Knowledge Network

Conversely, the collaborative model is part of a more brilliant ticketing system operating on a shared knowledge network. Rather than keeping customer information in hard-to-access silos or funnels, collaborative support shares knowledge and interaction history between team members and providers. This streamlines communication and encourages collaboration between:

Agents

Departments

Partners

Vendors

Other experts

Personalized, Real-Time Customer Support

When your agents have seamless access to contextual data, they can deliver personalized, real-time, relevant service on any channel. The result is much faster service and a simpler experience for customers. Regardless of who they speak to on your team, they’ll receive the same high-quality support and consistent information.

AI-Powered Chatbots for Faster, Reliable Service

Amazing customer experiences can become the norm when humans and robots work together. That’s why many of the most productive support teams rely on human interaction and AI-powered chatbots.

AI-Powered Chatbots for Faster, Reliable Service

Your agents can use chatbots to ask questions internally, find information more quickly, and automatically respond to a portion of incoming tickets. Meanwhile, your customers benefit from:

Faster service

Shorter wait times

More reliable responses

A Win-Win for Agents and Customers

Put simply, a well-designed chatbot is suitable for everyone involved—it makes your agents’ jobs easier and your customers happier. Smart Ticketing Allows Your Team to Exceed Expectations. We’ve all heard that it’s better to work smarter than harder. Nonetheless, the key to success lies in putting in our best effort and optimizing our processes with intelligent tools. Smart technology can augment human work and enable support agents to deliver the best customer experiences possible.

Ticket Deflection

Reduce Support Tickets

Automate Support

Scaling Customer Support

Ticket Analysis

Ticket Queue Management

Building a Smart Ticketing System with AI Integration

An AI ticketing system is software that uses artificial intelligence to improve help desk operations. Traditional ticketing systems use predefined rules to organize and manage customer support requests. In contrast, AI ticketing systems leverage AI technology to automate processes and enhance overall ticketing operations.

These operations can include:

Classifying and routing tickets

Resolving common issues

Providing answers to customers

AI ticketing systems streamline the management of customer issues throughout their lifecycle, from submission to resolution, by empowering support agents and increasing their capabilities.

How Does AI Ticketing Automation Work?

AI ticketing systems use artificial intelligence, machine learning, and natural language processing capabilities to help you automate ticketing tasks like:

Assigning to the suitable human agents

Marking tickets as resolved

Providing answers to general queries

Forecasting a rise in issues

Intelligent Ticket Routing and Resolution

For example, suppose a user asks, “When will my order reach home?” The machine learning algorithm and natural language processing capacity will interpret what the user wants and automatically fetch the shipping details for users. If the system doesn't find details, it will assign this ticket to the best human agent to resolve tickets easily.

Key Features of AI Ticketing Systems

Intent Detection

The system detects the intent behind customer queries and automatically classifies tickets based on intent, such as tickets for resetting passwords or systems not working.

Automated Ticket Routing

Routing is critical to the ticketing system, as tickets must reach the right agent at the right time. AI-based ticketing systems like Worknet.ai use NLP and ML capacity to route tickets to the best-suited human agents automatically. This way, you don't have to keep a person to route the tickets manually.

Automated Ticket Resolution

Not all tickets are essential. Many times, you will receive the same types of tickets. As per statistics, 50% of user tickets are for password resetting. Manually resolving such tickets is a good use of human capacity. That's why AI-powered ticketing systems automatically handle simple issues by providing pre-defined solutions or answers to common questions, freeing agents to focus on more complex issues.

Knowledge Management

AI ticketing systems encourage human support agents to create answers that can be used for general queries. They also keep giving updates, so human agents constantly update the knowledge base, resulting in a more complete and up-to-date knowledge base for end-users.

Optimizing RAG for Internal Operations

ChatBees optimizes RAG for internal operations such as:

Customer support

Employee support

Our AI customer support software has the most accurate response easily integrates into their workflows in a low-code, no-code manner. Key features include:

An agentic framework that automatically chooses the best strategy to improve response quality.

Enhanced predictability and accuracy, enabling teams to manage more queries.

No DevOps is required for deployment and maintenance.

Try our AI customer support software today 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!

6 Key Benefits of a Smart Ticketing System

1. Increase Customer Satisfaction

Modern consumers expect quick solutions to their problems. Implementing a smart ticketing system helps improve customer satisfaction by accelerating resolution times and delivering more accurate responses to queries. AI ticketing systems like Worknet.ai can automatically solve up to 90% of incoming tickets by guiding users to answers in the knowledge base or creating a response independently.

2. Accelerate Ticket Resolutions Time

If you have ever been behind the scenes with the ticket management system, you will know that almost half of the queries are general and can be answered using an automated system. AI ticketing systems like Worknet.ai automatically handle 90% of your tickets by guiding users to answers from the Knowledge base or creating an answer.

3. Forecasting Staff Needs

The number of tickets you will receive varies depending on the season. Only some months will be full. So forecasting staffing needs is essential as it can save you significant money on human resources. AI ticketing systems can forecast which months will be heavier, so you can upgrade your staff by hiring extra part-timers. You won't have to keep paying extra salaries when the demand decreases.

4. Reduced Costs and Errors

Automation capabilities in AI-powered ticketing systems reduce operational costs by minimizing human errors and optimizing processes. This results in more efficient use of resources and higher-quality service delivery.

5. Faster Response Times

AI decreases agents' ticket volume, allowing for even more time-saving. By automating ticket routing and responses, AI ensures that end-users receive faster responses and have access to more self-service resources. This leads to increased customer satisfaction.

6. Encouraging Knowledge Management

AI encourages help desk agents to create more articles by easing the beginning of the process. This results in a more complete and up-to-date knowledge base for end-users, reducing the ticket volume by letting users solve more issues.

23 Best Smart Ticketing System Solutions

1. ChatBees

ChatBees optimizes RAG for internal operations such as:

Customer support

Employee support

Our AI customer support software, with the most accurate response and easily integrates into their workflows in a low-code, no-code manner. Key features include:

An agentic framework that automatically chooses the best strategy to improve response quality.

Enhanced predictability and accuracy, enabling teams to manage more queries.

No DevOps is required for deployment and maintenance.

2. Tidio

Tidio is a comprehensive customer service platform ideal for small and medium businesses that offers automated ticketing system features. It comes with multichannel support, allowing you to monitor, prioritize, and assign customer requests in the same place. You can use the help of AI chatbots to:

Automate your responses

Handle more repetitive queries for you

3. Zendesk Ticketing System

Zendesk is a widely used ticketing and help desk software loaded with all the necessary features for a business to provide stellar customer support. It’s integral to customer service operations and has a built-in issue-tracking system. Plus, it integrates with popular tools, including:

Marketing apps

Mobile apps

4. Zoho Desk

Zoho Desk provides customer relationship management (CRM) with a built-in system for handling client issues. This help desk and automated ticketing system make dealing with client issues easy using features like computerized workflows and canned responses. It also integrates with popular apps such as Jira, Salesforce, and Slack.

5. HubSpot Ticketing System

HubSpot is a robust CRM software with a help desk and ticketing system. The main functionalities include:

Ticket Automation

Customer feedback and satisfaction management

Omnichannel support

The system also allows you to route users to the right people from your team automatically.

6. Freshdesk

Freshdesk is a customer service and automated ticket management system that promotes team collaboration. It allows your agents to:

View

Delegate

Combine incoming tickets to enhance the organization.

Plus, you can use it to automate self-service processes with the help of a scalable customer base like:

Community forums

FAQs

Custom chat widgets

7. Live Agent

Live Agent is ideal for small to mid-sized companies. While its primary function revolves around live chat, the tool offers a plan with an automated help desk ticket system and call center features. Your agents will get to use Live Agent’s hybrid ticketing feature and access all tickets in one thread, no matter if they come from:

Live chat

Social networks

8. Help Scout

This automated ticketing software system has many features to accelerate agent productivity and workflow. Some of Help Scout’s valuable features include canned responses and AI assists functionality that can help you make the most of each conversation. This tool also provides actionable insights and analytics to help you monitor your results.

9. Kayako

Kayako is a help desk and ticketing software with features like multi-channel support, ticket automation, and reporting. It allows businesses to provide seamless customer support across email, live chat, and social media. Kayako also offers a Single View feature that lets agents visualize the customer journey.

10. Jira Service Management

Jira Service Management is a powerful software combining the help desk and service desk. As such, it’s ideal for enterprise companies. It integrates ticketing and automation while using ITSM practices to streamline customer support processes. In addition, the tool offers advanced features such as:

IT service management

Customizable workflows

11. HappyFox

HappyFox is a cloud-based help desk software that offers a wide range of features, including:

Ticket and help desk management

Automation

Knowledge base

It provides a user-friendly interface and allows teams to manage conversations from multiple channels, such as:

Social

Chat

Phone calls

12. Mojo IT Helpdesk

Mojo is an IT ticketing system that integrates with G-Suite and Microsoft 365 with a single sign-on. Thanks to Mojo, your customers can fill out support tickets from multiple channels, and you can easily sort service requests and answer them from one dashboard.

13. osTicket Free Ticketing System

osTicket is an open-source ticket system that provides many customization options for the service portal. This means custom fields can sort customer requests, and agents can create personalized views to speed up the support process.

14. Jitbit

Jitbit’s a unified IT ticketing system with a primary focus on email. It’s straightforward to set up and lets you choose whether to use the cloud or on-premise version. On top of that, it provides a mobile version of its simple ticketing system, so you can always be up-to-date with your IT support team.

15. KB Support

KB Support is another online ticketing system dedicated mainly to WordPress. It’s as lightweight and user-friendly as its predecessor, but it has many more features that may be useful for growing businesses. These include:

Zapier and WooCommerce integrations

Canned responses

Customer support and knowledge base

16. Vision Helpdesk

This service desk ticketing system will be helpful for any business, from small to enterprise. It’s cloud-based, and it offers a variety of ticketing system features that help streamline all kinds of requests:

IT issues

Standard customer escalations

Its main highlight is the gamification features that help agents stay motivated.

17. Front

This is one of the support ticketing systems that will strongly promote teamwork in

your company. All agents can monitor the ticket’s progress and collaborate on the resolutions in the draft tools. On top of that, Front supports a variety of channels:

Traditional SMS

Social media

Live chat

18. AzureDesk

AzureDesk is one of the most flexible options on our ticketing system software list. It allows you to use multiple email addresses and enables agents to convert emails into tickets. On top of that, it integrates with the most popular apps like:

Slack

Jira

Asana

19. ProProfs Help Desk

ProProfs uses automation to distribute the number of tickets among team members evenly, encouraging collaboration and increasing the sense of ownership. It’s rich in internal integrations, making it an all-around solution for companies that want to increase team productivity and enhance efficiency.

20. Kayako

Kayako’s multichannel ticketing system is simple and easy to use. Its unique feature is “Customer Journey Single View,” which enables your agents to map the context of the query based on all the information it collects about the customers.

21. Hiver

Hiver is a collaboration platform that assists organizations in engaging with:

Customers

Employees

Vendors

It offers key features such as:

Multi-channel communication abilities

Self-service options

Robust automation for fast and accurate issue resolution

22. Team Support

DONE

TeamSupport is a comprehensive software solution that manages the entire post-sale customer experience, focusing on revenue growth, reduced churn, and improved satisfaction. Key features Suggested solutions Sentiment analysis Ticket collision prevention Related tickets 23. Udesk Udesk's ticketing system offers a centralized hub for managing customer inquiries and issues from inception to resolution. Built with scalability and flexibility in mind, it ensures that businesses can handle increasing support demands while maintaining a high level of service quality.

Hubspot Help Desk

Service Hub Hubspot

Hubspot Ticketing System

Ticketing Tools

Hubspot Operations Hub

Hubspot Notion Integration

Hubspot Tickets

Call Center Ticketing System

Best Ticketing Apps

How to Choose the Right Support Ticketing Tool

Assess Your Needs Before Choosing a Support Ticketing Tool

Choosing the right support ticketing system can significantly impact your team’s ability to help customers. Accordingly, evaluate your team's needs before diving into different software options. A few factors to consider include:

How large is your team?

What’s your expected volume of incoming tickets?

What channels will customers be contacting you from?

Do you have any unique requirements or needs for special features like automation or AI?

Your answers to these questions will help you narrow your search for a help desk that fits your organization. For example, if you run a small support team that only handles limited email inquiries, you’ll only need a lightweight system. In comparison, a large enterprise team may require a robust solution with customization options and the ability to handle hundreds of team members.

Identify Key Features to Look For in a Support Ticketing Tool

Assessing your needs will help inform the key features your team requires. Some examples of make-or-break features may include:

Ticket automation and follow-up

Reporting capabilities

Integration options

Omnichannel ticketing

SLA (service level agreement) management

And much more. Based on your team's needs, I suggest listing the required and “nice to have” features. Then, search for help desk software that checks off as many boxes as possible within your budget, which brings me to the next step.

Set a Budget for Your Support Ticketing Tool

It all comes down to money, of course. Setting a budget for your customer service ticket system will help narrow your options. You want to maximize value, meaning you get the most high-quality features for your money.

I think help desk software isn’t the place to cut corners. If ever there was a place to stretch that budget a little, it’s here. Why? Because it’s an essential tool for your team’s ability to satisfy customers. It’s not worth cheating on your help desk software if it means missing out on critical features and creating a bottleneck in your ability to help customers.

Consider Scalability When Choosing a Support Ticketing Tool

I think it’s critical to choose customer ticketing software that can grow with your team. Many solutions offer a free tier, which is excellent for smaller teams just starting out. Yet, it’s essential to consider your team’s growth trajectory when selecting the right option.

After all, you don’t want to choose help desk software that you’ll need to replace after only a year or two, which will result in lots of lost time in retraining and integrating a new system into your workflow.

Growing with Your Business

Service desk software like HubSpot is fantastic because it offers a free option to get you started and gradually increases paid tiers that expand upon feature sets to align with your growing business needs.

Test Multiple Tools Before Committing to One

I’ve been researching customer service software for a while now and found that the market is relatively competitive. I mean that, generally, there is parity regarding features and capabilities amongst the foremost service desk options.

So, how do you choose between solutions that offer the same features at similar price points? That’s where the fun comes in. Testing!

Well, maybe it’s only fun if you’re a software nerd like me. Regardless, it’s essential to audition a few tools to figure out which fits your workflow best.

How to Implement a Smart Ticketing Software

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 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.

Building Trust and Improving Customer Service

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. If done right, the SLA can improve everyone's experience. For example, FINALCAD achieved 100% SLA compliance with a team of 35 agents processing 2,500 tickets monthly, 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.

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

Your agents’ capacity

Prioritizing Tickets: A Layered Approach

For small teams with reasonable requests, tackling issues chronologically in a first-in, first-out fashion might be the most efficient ticketing system best practice. But 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 and invested 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 tier support capabilities to spread tickets across multiple agents depending on the need. Still, tickets should be escalated when requests or issues can’t be resolved through a ground-level agent.

Roll Out Self-Service Tools

The data is precise: 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, 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 understand customer requests better and continually suggest 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

Building a Knowledge Base for Self-Service Customer Support

Another self-service option is creating a knowledge base. It’s a searchable online library designed to help 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 with searching a company’s online resources before reporting an issue. That means a well-built knowledge management system can stop tickets before they happen.

Reducing Ticket Volume and Improving Efficiency

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

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

Use Predefined Ticket Actions and Message Templates

Customers’ steep expectations of 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 the live chat—and 76% expect some personalization. Predefined ticket actions and message templates greatly speed up response time.

Here’s a look at some standard 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 can solve it directly.

Text

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

Email

Sales reps have email templates ready for their most common scenarios, and 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.

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. However, agents often learn new information that is unavailable at first while assisting a customer. 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 of why. By reviewing and adding tags, agents better equip themselves and their teammates to solve customer issues.

Track Ticket Status and Monitor Progress

Constantly 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.

Defining 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 60 seconds for a 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.

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 tickets. After new reps have solved X simulated tickets, ask them to hold 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.

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:

1. Watch for signs of overload. Since your backlog breaks down to simple math: # of unsolved tickets divided by the average 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.

2. If your backlog is unhealthy, analyze your customer service data to evaluate the root issues driving your backlog. 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. Maybe there’s confusion about tagging processes, or tickets are not being escalated appropriately, keeping them from getting to the right agent.

3. Ticket volumes by channel point to where your customers prefer to get support. If your backlog shows stuck tickets ramping up on specific channels, consider adjusting agent coverage to balance your team’s load.

4. 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.

5. By analyzing 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.

Collect and Implement Feedback from Your Team

Ask your agents. Your reps are a great source of insight since they do the work daily. 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. 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 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 reducing ticket volumes, ask agents which ones they think would work best. 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.

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

Using AI customer support software, ChatBees optimizes RAG for internal operations like customer and employee support. Our solution delivers highly accurate responses and easily integrates into existing workflows through a low-code, no-code interface.

ChatBees' agentic framework automatically chooses the best strategy to improve response quality, accuracy, and predictability. This allows support teams to handle a higher volume of queries. No DevOps are required to deploy or maintain the service.

Uncover the Benefits of ChatBees AI Customer Support Software

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