Easy ticketing from within the IM module

IM'ing (Instant Messaging) Feature Story Series

Featurecast Story 20 - Transform conversations into tickets

Easy ticketing from within the IM module

Conversations to tickets

There are two types of ticket conversions available in instant messaging

• Manual ticket conversion

Most support desks create tickets for customers who send messages about problems they've encountered. Agents typically ask for the customer's name or email address to locate and open their contact file and then submit a ticket. However, the Instant Messaging module expedites the ticketing process. You can now click the Create Ticket option to load the ticket form within the module, minimizing the customer's wait time.

• Automatic ticket conversion

Convert conversations to tickets in IM using a straightforward setting. You can update your preferences for each help desk instant messaging channel and specify how much time should pass before a conversation is converted into a new ticket.

Please note if the timer selection remains None by default, conversations will not be converted into tickets.

Traditional ticketing

In traditional ticketing systems, when users face an issue, they submit a ticket and wait for a response while the support team manually assesses and prioritizes incoming requests and then provides a solution.

Conversational ticketing has numerous advantages compared to traditional ticketing systems. It enables agents to enhance the user experience by addressing queries and tickets faster.

Conversational ticketing

Conversational ticketing is a customer support system that enables real-time communication between users and support staff via instant messaging.

When you convert a conversation into a ticket, the system ensures that the ticket is appropriately routed to the right agents for resolution. This helps streamline ticket management and improve overall throughput.

This process assists employees by engaging them within their existing work environment, thus avoiding the necessity to switch platforms when managing their open tickets.

Benefits of converting conversations into tickets

Ensure your ticketing system records interactions concerning support and service cases. You can now create a ticket from a critical message in an ongoing business conversation. The ticket can then be shared between the agent and the customer for easy tracking, and their communications are logged in one easy-to-manage thread. Both parties can refer to the ticket in the future.

Prompt response times

Conversational ticketing enhances the speed of resolving issues by offering real-time support to users through self-service prompts. Using technology to identify acute problems and automate frequently asked questions helps agents address all inquiries swiftly, particularly in critical situations.

Unique support experiences

Modern communication platforms offer a more conversational approach than traditional ticketing systems. Zoho Desk personalizes the support process to improve user satisfaction.

Around-the-clock support

The conversational ticketing system allows businesses to offer around-the-clock support through their IM channels. Incorporating automation and real-time support enhances the efficiency of support tickets and enables support teams to deliver timely assistance to users.

Final thoughts

Customers today prefer communication channels that offer fast assistance without creating obstacles or reducing efficiency. The shift to conversational ticketing is gaining momentum. Still, these systems must be integrated with existing IM platforms such as WhatsApp, Telegram, FB Messenger, LINE, and WeChat to effectively connect end users with support teams.

Choose the right support ticketing software: Zoho Desk streamlines ticket management and enables you to automate and optimize your help desk process for enhanced efficiency and convenience.

There's more to come, so please watch this space for more IM feature stories.

Until next time,

Kavya Rao
The Zoho Desk Team

Access your files securely from anywhere

Zoho Developer Community

New to Zoho LandingPage?

Access Zoho LandingPage

Zoho LandingPage Resources

New to Zoho Survey?

Access Zoho Survey

Latest Feature Updates

Explore our Pricing & Plans

Zoho Survey Resources

Android Mobile Surveys

Insurvey Blogs

Insight Blogs

Tips & Tricks

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Bigin?

Signup Now

Access Bigin

Latest Feature Updates

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Tout forum

France ZUGs

Zoho SalesIQ Resources

Topic Participants
Kavya Rao Addepalli

Sticky Posts
Zoho Desk Virtual Meetup: US Central, October 5 - 7, 2021
After the interactive Virtual Meetups in the other regions, we are starting with the US Central and Midwest regions from October 5 to October 7, 2021. The dates for other regions will be announced soon. At this event, we will explore the topics which
Register for Zoho Desk Beta Community
With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features
Ask the Experts 10: A 5-hour online Q&A on Zoho Desk Best Practices
Welcome to Zoho Desk's Ask the Experts session! This is a monthly discussion on our forums; wherein a panel of experts will take on questions specific to topics related to Zoho Desk. The panel will be available for a 5-hour period and will answer any questions posted here. Let's begin the year learning some best practices from our experts. In this month's ATE we are opening the floor to questions on how to use Zoho Desk the best way. If you have a business use case but not sure if Workflow is
Share your Zoho Desk story with us!
Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge.
Ask the Experts 7: A 5-hour online Q&A on Telephony and Call Module
Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here. In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects: Integration with different Telephony vendors Routing calls to agents Converting