Ticketing system - organized email management.
The best teams work from a shared inbox
What is a ticketing system?
Private email inboxes don’t provide control or allow teams to work together efficiently.
A ticketing system offers a unified inbox where everyone sees and knows everything, and every email is directed to the right person.
This software is used by customer service teams to manage and track customer inquiries.
Ticketing - your team can do more!
With Thulium's ticketing system, your entire team has access to incoming emails. It’s a team where everyone knows their responsibilities. Customers are recognized instantly, and the full omnichannel communication history is available to everyone - making work easier and improving the customer service process. When someone is out of office, any team member can seamlessly take over their tasks. No more unanswered customer inquiries - the ticket management system ensures every case is handled.
Make use of reports, wallboards, and dashboards
See who is working on what, the current stage of their tasks, and how long customers have been waiting for a response. You can check your team’s performance and optimize their workflow.
All your decisions are based on real data. Wallboards and dashboards give you a quick overview of the current situation, while reports help you understand what happened in the past and what can be improved in the future. Thulium software provides visual data that helps streamline ticket management and analyze key performance indicators.
Better timeliness
When serving clients, key issues simply can’t wait. That’s why one of the biggest advantages of a ticketing system for businesses is automation. Setting priorities gives you control over response and resolution times. Your employees will immediately know which matters should be handled first. By implementing a service request management system, you can be sure that attention is focused on the most important issues, and your support team will work more efficiently.
Information sharing
An internal comment is visible within the client communication thread, but the client does not have access to it. Any employee can add such a comment—not only for their own reference, but also for the entire service desk team. Sometimes, more than one person works on resolving the same issue. If an agent is going on vacation, their manager (or the agent themselves) can reassign the tickets to another team member.
Customer satisfaction surveys
Messages sent from Thulium can include emoji-based rating options in the footer, allowing customers to evaluate the quality of support they received. A negative rating enables a quick response and encourages agents to work more attentively. Of course, detailed reports on agent ratings are available. Need more advanced insights? Enable the Survicate integration.
A ticketing system means faster solutions to repetitive issues
Most customer inquiries are very similar in nature. In such cases, automation is your best friend! By using templates -with options for personalization- you save valuable time and improve customer satisfaction. While customers may not love templated responses, they dislike waiting for answers even more.
A ticketing system gives you full control over your templates: you can edit, categorize, and organize them to suit your needs.
Ticketing system - smooth and seamless operations
When multiple people are involved, mistakes and duplicated tasks can happen easily. Thulium shows you the content being written by another agent working on the same ticket. With avatars, you can see who is currently viewing or handling the ticket. Assigning agents to tickets helps organize work and clearly defines who is responsible for assisting the customer. Handling email communication takes on a whole new meaning!
We know exactly how many emails we have and who talked to whom. Nothing gets duplicated or lost. We use templates to respond faster to recurring questions.
Łukasz Bielec, Managing Director at Instali.co
Simple ticketing system - how it improves company workflow
Organized work
No email goes unnoticed, even if an employee is out sick or has left the company. A ticketing system helps businesses stay organized and enables clear oversight of task completion.
The customer is assured of support. Messages go to a team rather than to one specific person.
Clear division of responsibilities
A helpdesk system prevents task duplication and reduces the risk of errors. Agents know exactly who is handling what, so their tasks don’t overlap.
The customer receives the same efficient service, no matter what their inquiry is about.
Speed of service
Agents can handle repetitive tickets faster and more easily. The person managing the ticketing system can be sure that important company-specific information is never missed when responding to customers.
The customer receives a faster, more tailored response to their message.
Ticketing system for online stores
Organized email management and improved customer service operations.
Discover the benefits of implementing the Thulium system at majowo.pl
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