A support ticketing system allows you to efficiently provide service to customers, partners, and employees by assigning a ticket or case number to every service inquiry. A support ticket system is a tool that organises customer support requests and automates service tasks. It converts customer queries into tickets, allowing support teams to track, prioritise, and resolve them efficiently. Unlike a shared inbox, a ticketing system can handle high volumes of requests, significantly enhancing customer service quality.
A customer support ticketing system is a software program that companies use to manage, process, and track customer issues and queries from submission to resolution. These systems allow the tickets to be organised based on the priority levels automatically.
At MSGCLUB, we have recently developed an enterprise management solution that merges sales and support with WhatsApp. From this support page, users can get access to support parts of the enterprise management solution. Enterprise can create a team of agents who will raise tickets on behalf of their customers, and these tickets will be managed by the team from this support page.
The user can see all the tickets that were raised by their team, with customer information, their comments, and support team comments as well. They can also add this customer to a particular group in order to segment them.
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| Name | Description |
|---|---|
| Search | Use {search}option to search Ticket with Customer WhatsApp Number |
| Filter | User can filter Tickets based on their status, Ticket Amount and any other customized label from dropdown filter and they can also create your own label and use them to filter your support ticket. |
| List of Ticket | All the tickets that agent have raised from WhatsApp chat in MSGCLUB portal is displayed on this list with Ticket Info, Sales Comment, Support and Client Comment , Ticket source and Date & time. |
| FAQs | Frequently Asked Question |
Search
Verified WhatsApp>>CRM>>Support>>Search Option
Search– Use {search}option to search Ticket with Customer WhatsApp Number
Filter
Verified WhatsApp>>CRM>>Support>>Filter Options
Filter –You can filter Tickets based on their Status, Ticket Amount and any other customized label from dropdown filter. You can also create your own label and use them to filter your support ticket.
Note – All the filters and their options are customizable so user can add label according to their need and filter the lead for the same
List of Tickets
Verified WhatsApp>>CRM>>Support >>List of Tickets
Tickets– All the tickets that agent have raised from WhatsApp chat in MSGCLUB portal is displayed on this list with Ticket Info, Sales Comment, Support and Client Comment , Ticket source and Date & time.
Ticket Info – In Ticket Info all the information of the customer is shown like
- Name – Customer Name
- WhatsApp Number – Customer WhatsApp Number that they used to contact the user
- Ticket Id – Customer Ticket Id that agent have created
Sales Comment – This column will show all the comments made my sales comment for this tickets.
Support & Client Comment – In this column any comment by client will be visible.
Ticket Source – This column will show where did customer interact with the user to show their interest along with their Stage, Status and Ticket Amount
Date & Time- This column show the date & time when this tickets was raised.
Note -When clicking on checkbox Export and Add to Group button will appear
Export – On clicking this button a csv file will download in system with details of raised tickets
Add to Group – On clicking this button, selected tickets WhatsApp number can an be added into a phonebook group
FAQs
Q. What is Support Ticket System?
Ans. A support ticketing system allows you to efficiently provide service to customers, and employees by assigning a ticket or case number to every service inquiry.
Q. What Does the Support Ticket System Do?
Ans. Support Ticket System unable a interaction between a customer and a service representative. Tickets consist of the contents of your customer’s message, along with their personal data and internal systems info that your team uses to route, track, and monitor conversations.
Q. Can I raise ticket for my customer?
Ans. Yes, you raise ticket for your customer from MSGCLUB
Q. After creating ticket for my customer where can i see them?
Ans. You can see this tickets in Support page where all the raised tickets information is available.
Q. Can i assign this ticket to my support team?
Ans. Yes, you can assign your open tickets to your support team
Q. Can I export this ticket into a file?
Ans. Yes, you can select the tickets and click on the export button to download your tickets
Q. Can I delete this tickets after raising them
Ans. No, Once a ticket is raised you can only close this tickets.