What is a Ticketing System and How Does it Work?

What is a ticketing system, anyway?

If you’re a business owner with an online presence, you definitely want to be able to answer this question. This is because a ticketing system is critical to offering effective customer support to the people who shop with you or pay for your services. 

This article will walk you through ticketing systems and how exactly they can help your business. 

How Does a Ticket System Work?

A ticketing system works by allowing your customers to create a ‘ticket’ to get support from one of your staff. Basically, it’s a way of allowing customers to ask a question and give you an organized way of responding to it. 

When we say ‘ticket,’ we aren’t talking about a piece of paper. We are talking about an electronic communication system.

Exactly how this communication system works will depend on the software you are using. But something like TIKIT, for example, will give your customers the opportunity of creating and saving a question or complaint that they can log back in and see when they want. 

What is TIKIT? TIKIT employee support is one of the most popular ticketing system software available to business owners. It is renowned for its reliability and streamlined process.

What Is a Ticketing System Good For?

So, what is a ticketing system actually used for? Well, the two main areas that ticketing systems work in are questions and complaints.

Question Tickets

Customers have all sorts of consumer questions, such as:

  • Where is my package?
  • What are the details of this package?
  • Do you accept returns?
  • How do I know if this product is right for me?

This can get a bit confusing, and customers still ask these questions even when you offer a good FAQ page. 

So, question tickets give you a way of systematically noting and responding to all of your customers’ questions quickly and effectively. Rather than responding to calls and emails, you can log on to your program and answer each day’s questions in one quick wrap-up!

Complaints Tickets

Sometimes, things go wrong, and customers want answers. This is all the more so now as the e-commerce boom is kicking off, and customers feel they can take their patronage elsewhere if they don’t get what they want.

The advantage of ticketing complaints is that customers can get a real sense that their problem is in a queue and is actually going to be dealt with. This already gives them some brand confidence and can be the first step towards a happy resolution!

Do I Need a Ticketing System?

Now you’ve answered the big question (‘What is a ticketing system?’), and it’s time to work out if you actually need one.

The answer to this question will depend on the nature of your business and how you prefer to work. But given its cost-effectiveness, a ticketing system is probably a must for virtually any online store. 

If you’ve found this information useful, why not check out some of our other great articles on business topics?