Ticketing system/Case Management is used to keep track of customer queries or issues as a ticket/case. It improves the agent’s productivity by creating organized communication. The ticket generated has all details of customer queries, simplifying things for agents. Online ticketing software allows agents to work end-to-end on a ticket where he can create it and start working on the issue on their end. This may even involve sharing or transferring cases to other departments of the same for better resolution.
To wrap up, the ticketing system is essential to optimize the agent’s performance and offer customers the expected satisfaction while interacting with your brand across channels. To know more about the Case Management tool, visit CXInfinity and explore its out-of-the-box features.