How to Manage and Solve Tickets Using Paldesk?

Branimir author

Branimir Hrženjak

Content Writer

Ticketing systems are at the core of any successful customer support effort. They’re usually a part of a bigger help desk system and the main way agents receive and handle customers inquiries. Each one is unique and offers a set of different features, designed to make support agents job easier and the process of solving tickets faster.

In this article, we’ll explore the way tickets are created, processed and solved as part of the Paldesk help desk and ticketing system. Counting more than 10 support agents and covering several time zones, we’ll show you how to successfully handle any incoming request.

Related: Live Chat for Business Guide

Manage Tickets Using Paldesk

Paldesk nurtures an omnichannel approach to problem-solving. This means that all incoming requests from multiple social or website channels are handled in a single place; the main application dashboard. There you’ll find all your chat requests, conversations and tickets.

Incoming chat request Paldesk

Picture 1. Incoming chat request

All your conversations are by default made unassigned. Their status changes once the conversation is accepted by an agent and is automatically treated as a ticket with a unique ID. This allows for this specific conversation to be tracked, and for the agent to add and fill out all relevant fields.

A new ticket is created in Paldesk

Picture 2. A new ticket is created

The fields such as tags or due date are here to help agents track repeating issues or complicated requests with ease and manage their time accordingly. Likewise, the assignee or affected fields determine the agent in charge of a specific issue and others related to it. That way multiple agents can collaborate and provide insights into a problem. That’s how tickets help groups of agents solve problems together, write notes or set a due date.

Assign ticket to an agent or group in Paldesk

Picture 3. You can assign a ticket to an agent or group

Last but not least, agents can also take advantage of the description and tag fields while managing tickets. The description serves as notes regarding the ticket, while tags are easily defined elements that offer an extra layer of filters. They’re definable and can be modified in order to fit the specific requirements of your business.

Set ticket tags in Paldesk

Picture 4. Set ticket tags

Solve Tickets Using Paldesk

Now we’ve covered the process of managing tickets, let’s look at a few quick tips on how to solve them effectively. What happens if your customer leaves the chat? There’s a good chance he’s not lost forever, as Paldesk offers plenty of follow up options over different channels.

Any ticket is not done until they’re marked as such. Even more so, closed tickets can be re-opened if an issue arises. The beauty of ticketing systems is that they allow easy follow up. Doesn’t matter if a customer is currently on your page, you can follow up on any number of channels like e-mail or social media.

One more thing ticketing systems allow is collecting feedback on solved tickets. You can ask questions about satisfaction with their experience or gather product feedback. It’s a great way to make customers feel like they’re being cared for and nurtured. This makes the whole process of solving tickets customer friendly and worthwhile.

Example of a closed ticket in Paldesk

Picture 5. Example of a closed ticket

Closing Words

Managing and solving tickets using a ticketing system like Paldesk makes it easier to get stay in touch with customers. Moreover, it allows agents to chat and support them using a variety of features that help problem-solve with ease and follow up on issues. Be sure to nurture relationships using a variety of follow up methods and to make your ticketing process is customer friendly every step of the way.

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How to Manage and Solve Tickets Using Paldesk? was last modified: June 18th, 2019 by Igor Mirkovic