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Why A Ticketing System Beats An Email Ticket System

Why A Ticketing System Beats An Email Ticket System

By Deskware, June 21, 2019

“Work smarter, not harder,” they say. At this point, it’s a mantra we all know by heart.  

But when it comes to selecting the right ticketing system for your business’s help desk program, you really shouldn’t have to choose between the two. And if you’re still using email ticketing as your main means of query organization, honestly, you’re not getting either. 

For a system that’s just as intelligent as it is hard-working, you need to ditch your email setup and get serious about ticketing software.  

Here’s why: 

Email Isn’t Efficient Enough 

We get it: there was a time when email ticketing was the pinnacle of customer communication. But no more.  

With automated workflows customizable to your team’s unique needs, a proper ticketing system seriously reduces the time wasted by the slow, one-at-a-time nature of email. Plus, ticketing software offers an easy, cloud-based solution to email’s’ accessibility limitations, meaning your employees can resolve problems from anywhere, 24/7.  

Your Inbox Isn’t Properly Organized  

Admit it, no matter how hard you try, keeping your email at “inbox zero” is impossible. That’s because, at its core, email wasn’t built with ticket organization in mind. 

Ticketing systems, however, come with features like ticket merging (to connect common issues across queries), predetermined triggers (to ensure ticket updates don’t get lost in the inbox shuffle), and recurring tickets (to account for repetitive tasks, automatically), all clearly coordinated in one, simple-to-use dashboard.  

The Email Ticketing Experience Isn’t Streamlined 

Customers today expect a consistent experience across all channels. And while an email ticketing system may pool all of your requests into one inbox, it still leaves far too much room for error on how those requests are handled.  

A ticketing system is an omni-channel support program that guarantees your end-user always gets the right answer, regardless of how their query came in. What’s more, ticketing software allows agents to sort based on each issue’s urgency, so that the most critical problems are addressed first, no matter their source.  

Email Won’t Grow With You 

Frankly, there’s only so much your inbox can handle before it gets overwhelmed. 

On the other hand, a cloud-based SaaS (software-as-a-service) ticketing system is entirely scalable to your business’s needs. With no software to install – and agent-led pricing – a ticketing system is constantly adapting to you.  

The Winner Is Clear 

In the search for a help desk setup that works both hard and smart, there’s one clear victor; A ticketing system bests the competition in efficiency, organization, user-experience, and scalability.  

Deskware 

Deskware is a ticketing system that allows you to resolve customer issues fast and efficiently – all in one place. Its cloud-based nature helps to keep track of conversations, prioritizes, categorizes and implements problem resolution, so you are always a valuable resource for your customers. To learn more, visit us online!   

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