customer-support-ticketing

Vocabulary Word

Definition

'Customer support ticketing' is when a company uses tickets (or cases) to keep track of customer issues. The ticket contains key details and is tracked until the problem is solved.

Examples in Different Contexts

In creating a customer feedback loop, 'customer support ticketing' systems play a key role in gathering customer feedback on support experiences. A customer experience director might note, 'Feedback collected through our ticketing system helps us continuously improve our support services and customer satisfaction.'

Practice Scenarios

Business

Scenario:

Our team handles a high volume of customer queries daily. It becomes challenging to manage them in an orderly fashion.

Response:

Implementing a robust customer support ticketing system could help us manage these queries more efficiently.

Software

Scenario:

The last thing we want is disappointed customers due to delayed solutions to their software issues.

Response:

A competent customer support ticketing system would ensure we are able to address software issues in a more timely manner.