What is "ticketing"?

No, I’m not talking about subway tickets, but tickets as in “ticketing”. To make sure we are all on the same page I will give you a definition of this term.

Tickets are an interaction or conversation between the company and a customer or potential customer, it can take the form of a phone call, an email or a simple question to your chatbot such as “Hello, I’m not happy with my product” or “I don’t understand the XYZ line in my pay slip”.

Yes, its user can also be internal.

Why would I need a ticketing tool?

Simply because you may encounter two problems:

  • 1. Too many tickets

For example, if you are a company with a large number of customers, you will receive a lot of questions and you will inevitably reach a point where you will not be able to answer them all, customer satisfaction will drop and you may end up losing customers.

  • 2. A redundancy of tickets

The second problem is in fact related to the first one, inevitably with the mass of questions you will receive there will be questions that you have already answered: “How long does the classic delivery take” vs. “when will I receive my package” or “status of my order” vs.

Some of you will then have set up a FAQ but if you refer to our article on FAQs, you have come to the conclusion that a classic FAQ would not be enough.

That’s why, in order to reduce the flow, you will install a ticketing tool. There are many of them on the market such as Zendesk, Freshdesk, ServiceNow, Jira, Mantis, Intercom and so on, but they are built in such a way that they generate tickets, a la inflation. It’s logical, their pricing model is based on the volume of tickets: the more tickets you have, the more licenses you need.

That’s why I’m here today to tell you about a solution that can be used in addition to or instead of these ticketing tools.

Let’s take the example of one of our customers, e-Attestations: they use our product in “1,2,3 mode”: in first position TeamBrain takes care of the frequent questions and answers them automatically without waiting time 24/7; then a ticketing tool to answer questions that are not in the database and in last position comes the customer service that answers the more complex questions or that deserve a human treatment via phone calls for example.

And you, how do you manage your tickets? 

Harry Potter without ticketing

TeamBrain, a FAQ for ticketing

TeamBrain is a software that aims to automate the questions that are addressed to you every day. TeamBrain does this through a dynamic self-learning FAQ that is powered by Machine Learning (you know the famous artificial intelligence ;), thanks to which our automation rate regularly exceeds 95%.

1. Your users ask a question in a search bar or a TeamBrain tooltip available on your website or intranet.

2. If the question is already present, the answer will be answered automatically, if not, it will be sent directly to an expert that you will have designated, then the answer will be sent back to the user by email.

3. Finally it will be automatically entered into the database and the next time a user asks this question the answer will be instantaneous.

4. Questions and answers are therefore capitalized as new questions are asked.

But this raises the following question: Often users don’t phrase questions the same way, does that mean I’ll have to answer them again?

TeamBrain, thanks to its semantic engine, manages alternative formulations and allows you to associate questions, so you will no longer have duplicates in your databases, and the answer will be automatically suggested to the user.

Discover more features on our product page.

In Brief

You will reduce your number of tickets, which is good news unless you are a ticketophile.

And, if you choose to combine it with another ticketing tool, it will lower your subscription cost because you will have fewer tickets to pay. In any case, if you decide to choose TeamBrain instead of your current tool, we would be delighted to hear from you. If you have any further questions, please do not hesitate to contact our team:

In conclusion

I hope this article has helped you grasp ticketing and how you can counter it and respond more effectively to your users.

I wish you a very nice week and see you next year!

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