Imagine you are owner of commercial company with too many demands and costumers. Your company consists of different department such as support, sale, public relations, management and etc, guaranteed and prompt relation between costumers and the different departments of a company or departments of one company are parameters which directly effects on company’s achievement.

What happen in non-mechanized services?

• What happen if a request or question sent to you by a client and you are not able to get in touch with him promptly?
• How do your clients communicate with your company’s different departments? Email or contact forms?
• Is there any guarantee for correct replying to the client’s demands?
• Where are communication history support department and clients and servicing information saved? In your dedicated mail server or Gmail?

How does your servicing system act in such a situations?

• If one of your responsible experts gets ill suddenly!
• If you consider that one of your suggested solution is not compatible with the configured setting!
• If you consider that your guidance cannot solve the users problem
• If you need to obtain a management report of the entire communication history between your sub-department and clients for last 3 months.

Mechanized Costumer’s Relation Service (Ticketing System):

Ticket is a mechanized costumer’s relation service which being developed for deal with mentioned probable lacks, and became one of the most requested among present help desk system. Sending users request through contact forms or using mail sender software such as Outlook and convert sent items to Ticket in support department, user-friendly interface which been designed to get user to the convenient answer by a simple clicking and in the possible shortest time or sending any demand to the required department, web-based environment of request and reply sending and receiving, which lead the system not to be geographical zone limited and let the users to track their demands and requests at any point of the world merely by accessing to Internet , are some of argumentations which caused achievement of this service.

The mentioned affair caused much quicker request sending to the related department. However this quickness can be seen either in client or in responsible expert side, the information concerning the subscriber which been collected during last communication can be extremely useable for related expert in providing services. The required information is accessible easily and quickly, and can be used in order to better and more accurate troubleshooting. It worth to be noted every single servicing in Ticket form will be saved in subscriber archive and used on next demands. This affair along with existed knowledgebase which contains user’s common troubles will cause decreasing of labor trafficking for different servicing sections and increasing of servicing quality as well.

Greatly applicable solutions can be seen at management side of this system, among these solutions archiving the entire servicing information containing related department and experts, also receive and performance of management reports on the achieved contents, are the most important solution of the system which might be mentioned. Considering above mentioned points, applying Ticketing service for managing customer relation, certainly brought notable evolution in your company servicing system.

Some features of ticket based system are declared hereunder:

• In ticketing system vocal communication is not required; therefore in case of labor traffic an expert is able to respond to more than one ticket simultaneously.
• Using Emails as a relation system can be really applicable; however emails might not be delivered for some reasons such as registration of source or destination address IP in Blacklist, account over quota and etc.
• Repetition of such problems might spoil reputation of support department, losing costumers and so many others harmful events.
• Nevertheless application of centralized software for sending messages instead of using Emails in ticketing system, let it to develop 100%guaranteed connection.
• Capability of clarifying and configuring for different sections is considered. For instance sent items to “Sales@YOURCOMPANY.com “and” Support@YOURCOMPANY.com“addresses will be separately delivered to sale and support departments ticketing system.
• It worth to be noted that in this system in order to easiness and integration of costumer management , simultaneously surveillance of related tickets for different departments by is executable, of course by considering determined principles which been deliberated by management.
• An exemplar of correspondence between user and the expert might be sent to the users Email.
• In client side of ticketing system, tickets importance can be evaluated, meantime of ticket sending in order to replying accelerating, the user will be asked to determine importance grade for each requests contents.
• Capability of communication or sending and forwarding tickets between experts of one department or different departments is another facility which is included in the system.
• Private notes (which are useful in easiness of tracking and awareness of requests results) can be included in the mentioned ticket transferring, it worth to be noted that the mentioned notes can be written by users and are accessible only in management level.
• Received tickets from clients side and received items from company’s departments are recognizable, the system is also able to clarify tickets according to where through have been sent either Emails or external and internal ticketing system.
• Tickets can belong to 3groups, Active which are items that been sent by costumers and the experts are expect to reply them, Waiting group are tickets which been replied by the experts and are waiting to be replied by the costumers and Closed group which been proceeded and got required results.
• The tickets will be archived automatically for further accesses (for either experts or costumers)
• The problems which been proceed between expert and costumers might be monitored in order to resolution of expert probable miss-coordinating in replying, this very significant feature is also been included in ticketing system.
• Due to available information and history regarding costumer which is accessible for experts the trouble shooting process been minimized, this feature is one another feature in ticketing system which make it more and more significant.
• No doubt that handling and reporting on performance in different company’s departments is one of the main concerns of every manager, ticketing system provides the ability of management reporting on performance of the entire subsets, referees, ticket items and the other defined labor processes.

All in all the ticketing service has resolved the entire mentioned troubles and by providing efficient indexes has a great effect in management of costumer servicing.