How am I getting a refund?

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Refund query?

Imagine an email inbox filled with messages like this

Customers prefer to contact you over the channel they prefer. So you need to be available on social media, via chat, email and even phone calls.

Wouldn’t it be easier to use a ticket management software to bring an omnichannel touch to your operations?
What do I mean by Omnichannel resolution?

The fact of the matter is, a support operation is as productive as its resolution and CSAT numbers. An Omnichannel approach means you use one software to communicate with customers across every channel of communication.

How Can You Use a Ticket Management System to Run an Effective Support Operation?

Kapture one suite puts the power of quick ticket resolution in the hands of your customer. Ticket resolution skills are enhanced with the help of knowledge bases, department-specific ticket assignment and machine-driven AI learning.

Let’s look at some of the key modules that will help a business improve the performance of their support team with Kapture’s ticket management system.

1. Omnichannel Ticketing

Never has it been easier to conduct conversations with customers from a unified inbox,
A simple click and you enter the world of social media, calls, emails and chats with single helpdesk software.

Conversations get converted to tickets automatically, making it quick and easy to help your customers.

Think about this, the amount of time spent on each ticket will fall drastically as you continue to automate support operations and all communications routed into your inbox.

Facebook and Twitter accounts can be hooked up with the inbox as well. Let’s say somebody tweets your handle or sends you a Facebook message, the ticketing tool helps you agent respond to these queries through pre-written templates that are auto-suggested as the helpdesk CRM scans the query for keywords.

2. Agent Roster

A survey by PRWEBreports found that from a sample size of 2500 customers, 60% felt that even one minute was too long as a wait time.

Agent rosters help you set up shift timings for your operation. This roster assigns timings to each agent. You can create separate rosters for each department and you can also customize a round-robin ticket assignment for each of these task queues.

So when a customer calls, you can maximize your human capital by having the ticket quickly assigned to the next available agent automatically


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3. Ticket Priority Labelling

Tickets are auto labelled as high, medium and low priority queries. When a ticket arrives into the CRM, it is scanned for keywords that are set up when a folder for a specific department is created.

Each department gets its own folder with its own task queue of helpdesk agents. These keywords are added to the folder, so the CRM understands that certain phrases mean that it is a high priority ticket.

An agent is then notified on this ticket and is asked to attend to it to avoid further escalation.

4. SLA Management

SLA is a promise between your support team and your client that a ticket will be closed within a set time period. To keep agents alert – as soon as a ticket is auto-created an SLA is triggered.

This SLA shows the agent how much time is left to resolve the ticket.

In case an agent breaches this SLA, the ticketing tools auto escalates the matter to the team lead with automatic emails and SMS’s.

This ensures that your CSAT scores remain unaffected as the CRM gives you a great productivity enhancer with SLA timers.

Each ticket folder or each department can be assigned a specific SLA. Specific agents can also be assigned to these folders. In fact, while setting up a folder itself you should be clear on what kind of SLA’S you team should work towards.

Custom SLA templates and email template can be set up to alert team leads.

5. Conversation History

The entirety of your helpdesk agent’s interaction with a customer is recorded here.

If a customer happens to reopen a new ticket around the same issue, instead of creating a fresh ticket – the ticket management system reopens the old ticket. When this happens agents can view all actions that were taken as well as past conversations here.

6. Ticket Merging and Ticket splitting

When a new ticket is created by the customer, and it doesn’t belong to the current conversation or should be handled by another department, agents can split the ticket into old and new conversations.

When this happens all-new conversations of the fresh query are assigned to the specialist agent concerned and arrive into this new ticket’s thread.

Similarly, if two separate tickets contain queries around the same issue, these two tickets can be merged into one single conversation.

7. Task Queues

Just as every department has a separate folder, every department also has a separate task queue.

Once you add your helpdesk agents to the CRM, you can pick and choose which agents would be part of a certain folder.

You can also set up specific task assignment flows to maximize ticket resolution productivity.


Ticket management tools not only allow you to streamline support operations through one software, but it also helps you judge the effectiveness of this operation with reports on data like;

1. Calls made vs those missed

2. Number of tickets resolved

3. Pending vs resolved tickets…and more

A business that wants to outshine its competition must also include a live chat on their website as only 9% of business now are using this tool.

The live chat not only helps you run a 24/7 support ticket management operation with automated chat templates but also helps you offer your customers an option for self-service.

Close to 40% of customers today feel they would prefer to resolve their own queries through knowledge bases rather than speak to a live agent.

As platforms grow communications channels change but ticket management systems are all you need to be there for your customer when and where they want.

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