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

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