How does Ticketing Software work?
As soon as a support request is received, it is assigned a processing number or ticket number. This means that the request can be found quickly and its processing status can be queried easily at any time.
In parallel, the applicant receives a receipt in the form of an automatically generated confirmation of receipt. This way, this person knows that the request has been recorded and what the processing status is. The basis for forwarding the ticket to the appropriate person is dedicated role and authorization management .
This way, only certain people get access to the content of the ticket or the entire communication history. The rights and roles concept also enables the storage of subject areas and special knowledge with the supporters. This allows support to be automatically assigned to specific problems, making the processing procedure more efficient and faster (known as “dispatching”).
As soon as an employee processes the request, the corresponding ticket is blocked for processing by other supporters, so that the request is processed in a targeted manner by only one person and not by several at the same time. Once the request is processed and the customer’s problem is solved, the ticket is closed. Through this process, which is always the same, a ticket system saves resources and time.