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Why You Need An Email Ticketing System

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By Author: Maulik Shah
Total Articles: 14
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"Customer satisfaction" is one of the biggest achievements in any industry niche. It defines if your company is going to fall down the revenue lane or will achieve mega-growth. I know you will agree that the business's success mainly depends on the success of your customers. If you offer top-notch products but give no attention to uplifting customer services, then those products would not make their way out of the cart ever.

So, to let people stick by your company and products/services, you will need to enhance your customer service.

What is customer service all about? It is about:
Retaining existing customers
Ensuring that customers achieve their desired resolutions
Improving the overall customer lifetime value

You will require service reps, data, streamlined processes, and most importantly, the latest service tools to pull this off. You will need to invest in the tools that help you in organizing and managing customer requests, queries, etc. Helpdesk can be such a tool. It can help you to change your way of serving your customers.

Helpdesk Tools: Why You Need Them

Customer ...
... satisfaction is not something that you should or can take for granted. Helpdesk tools or an email ticketing system help to provide the customers with satisfactory service. These tools help your company to:
Fasten your query resolution rates
Help your agents perform well
Streamline your customer support operations

But there are also more than these reasons why you should install an email helpdesk tool. You must start thinking about the kind of products/services you offer and how you can or need to improve your existing services for customers.

If you have been a part of the industry for a long time, you must be using legacy tools based on any third-party applications. The resolutions might be working for you, but you might still be receiving a lot of negative customer feedback. And if you are reading this, I am assuming that you are not happy with the performance of your current helpdesk tools.

Below are some of the signs to check if your customer support department needs to immediately revamp your ticketing tools or help desk tools.

1. Still Stuck on Spreadsheet

Spreadsheets are free to use and often seem like the only solution in the beginning. But, if you are planning to scale or have already scaled, it is time to shift to more coherent data management systems. Because the more data you need to manage, the harder it will get to streamline your support.

It will be difficult for your support reps to catch up with the data and for new employees to easily understand the data management process. And we should not forget that manual systems call for tons of errors.

For instance, imagine that your client gets in touch with you through email and wants to shift to another channel like a phone or social media for further conversation or discussing queries. In this case, your support reps will not have to manage this information manually as the help desk will do that for you. It will shift the query to the support rep, who can have a phone call.

2. You Don't Have a 360-Degree Support View

As an admin, you will want to have a 360-degree view of your support. For this, email helpdesks provide a unified dashboard. It allows the admins or the support managers to monitor every action of service agents from a single place.
Admins can provide quick support if any service agent is stuck somewhere or has a problem in the workflow. The dashboard also has reporting and analytics features for the managers to help them analyze every critical situation.

3. Your Resolution Time is Extremely Low

Waiting for help when you need it the most is the worst situation any company can leave their customers in. You might have experienced this one yourself. Customers are too busy to wait for a long time. So, if you observe that your customer service agents cannot keep up with the customer's expectations, you need to take some actions immediately. Here, you can start with installing an email ticketing system.

An email helpdesk ticket system can help your agents to answer queries on time. Additionally, you can automate your ticketing tasks like ticket distribution, registration, and assignment to save time.
Your team can leverage tools like email templates, knowledge base, and canned responses to save time for repetitive queries and FAQs.

4. Trouble Using Multiple Software

Tools work better when they are aligned together. Your email helpdesk will be more effective when you integrate it with your:

eCommerce software like Magento, Shopify, etc.
Data management tools like Trello, Jira, etc.
Sales CRM, like SharpSpring, Highrise, etc.
Survey tools like Google Forms, SurveyMonkey, etc.
Email marketing tools, like GetResponse, Mailchimp, etc.
Social Media channels like Twitter, Facebook, etc.


When you manage customer queries through email threads and other disparate tools, the processes become improper and inefficient. Here, you are risking wasting resources and leaving customers unsatisfied. Here the key to successful customer service is fulfilling your customer requests effectively and accurately. Hence, opting for an email help desk software seems a wise option to delight customers and avoid disruption.

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