Ticketsystem with knowledgebase

EcholoN as a classic ticket-system for the collection and management of inquiries, error messages, requests for changes, etc. aids you - as a supporter or customer service representative - in the collection, processing and resolution of these requests.

 

For easy ticket management and structured processing, EcholoN provides you with a lightweight, fast-installed, tried and tested solution for recording, editing and solving tickets.

 

„Happiness of life is not about having few or no difficulties, but rather to overcome them victoriously and gloriously." Carl Hilty

What is a ticket system?

A ticket system or issue tracking system is a software application that helps companies to handle customer support efficiently and in a structured manner. It enables the recording, management and processing of support requests and facilitates a transparent and organised workflow.

Ticketsystem - What is a ticket system?

A ticket system acts as a central contact point for customers to report their concerns, questions or problems. These requests are then recorded as tickets and managed in a queue. The system allows staff to sort these tickets by priority and process them accordingly.

Communication between the customer and the support team usually takes place via the ticket system. Once a ticket has been created, the customer receives a confirmation email with a ticket number. This number serves as a reference and allows the customer to track the progress of their ticket. The support team can answer the customer's questions or problems via the ticket system and provide solutions or information if necessary.

A ticket system also allows tickets to be assigned to specific staff or teams to ensure that each request is handled by the right person. Staff can update the status of tickets to track progress and ensure that all requests are dealt with in a timely manner.

Ticket systems can be used in various industries to handle support requests, such as IT support, customer service, technical support or helpdesk.

How does a ticket system work?

A ticket system works in a simple and structured way. Here is a step-by-step guide on how a ticket system normally works:

 

ticketsystem - How does a ticket system work?
  • Recording the request: The customer reports his concern to the ticket system via a form or by e-mail. In doing so, he or she provides relevant information such as his or her name, contact details, the concern itself and any relevant files or screenshots.
  • Automatic ticket creation: The ticket system automatically creates a ticket for the request and assigns it a unique ticket number. The customer receives a confirmation email with information about the ticket and the ticket number.
  • Ticket categorisation and prioritisation: The support team categorises the ticket according to the type of concern (e.g. technical problem, billing request, general question) and assigns a priority (e.g. low, medium, high) based on urgency.
  • Ticket distribution: The ticket system distributes the ticket to the appropriate staff member or team based on the category and priority of the ticket. This ensures that the right person handles the ticket.
  • Ticket processing: The assigned staff member reviews the ticket, reads through the request and relevant information, and begins processing. This may include answering questions, resolving a problem or providing information.
  • Ticket tracking and updating: The employee documents all activities related to the ticket, such as steps taken, communication with the customer and the current status of the ticket. The customer can monitor the progress of their ticket and receive notifications when updates are made to the ticket.
  • Ticket closure: Once the customer's concern has been successfully resolved or the requested information has been provided, the employee closes the ticket. The customer receives a notification that the ticket has been closed.
  • Knowledge database integration: Another important aspect of a ticket system is the integration of a knowledge database. Frequently asked questions (FAQs), solutions to common problems and instructions can be stored here. Customers can search for answers in the knowledge base themselves before creating a new ticket.

A ticket system facilitates communication between customers and the support team, ensures that requests are dealt with in an orderly manner and enables efficient tracking of progress. It ensures that requests are not lost and that customers are supported promptly and professionally

What distinguishes a really good ticket system?

A really good ticket system is characterised by various features that help to make customer support more efficient and user-friendly. Here are some important features that a good ticket system should have:

Ticketsystem - What distinguishes a really good ticket system?
  1. Easy user interface: should have an intuitive and user-friendly interface that makes it easy for customers to submit queries and track the progress of their tickets. It should also be easy and efficient for the support team to use so that tickets can be processed quickly.
  2. Automatic ticket prioritisation and categorisation: An effective ticket system should be able to automatically prioritise and route tickets to the right staff or teams. This reduces manual allocation and ensures that urgent requests are dealt with immediately.
  3. Ticket tracking and communication: Enables the customer and support teams to track the entire progress of a ticket and document communication in a central location. This ensures transparent and efficient collaboration.
  4. Automated responses and solutions: To save time and effort, a ticket system can provide automated answers and solutions to frequently asked questions or known problems. Customers thus receive relevant information quickly and the support team can focus on more complex requests.
  5. Knowledge database: An integrated knowledge database is an essential part of a good ticket system. Here, customers can search for answers themselves and access existing knowledge. This relieves the support and enables customers to help themselves quickly.
  6. Reporting and analysis: Should have functions for reporting and analysing support requests. This allows companies to measure and optimise key metrics such as average response times, ticket handling time and customer satisfaction.
  7. Integration with other systems: Should be able to integrate seamlessly with other business systems, such as CRM, email systems and chat. This will ensure smooth communication and consistent exchange of information.

The aforementioned features help make customer support more efficient, better structured and more customer-focused. With a sophisticated ticket system, companies can provide a better customer experience while increasing the efficiency of their support team.

What are the advantages of a ticket system in the overview

A ticket system offers various advantages for companies and their customer support. Here are some of the most important advantages at a glance:

Ticketsystem - What are the advantages of a ticket system in the overview
  • Structured organisation: with a ticket system, support requests can be organised and dealt with in a structured way. Each request is recorded, categorised and prioritised as a ticket. This means that no request is lost and even processing is ensured.
  • Efficient processing: A ticket system makes it possible to automatically forward tickets to the right employees or teams. Likewise, tickets prioritised in a queue can be processed faster. This increases the efficiency of customer support and shortens response times.
  • Transparent communication: Customers can track the progress of their requests in real time. The ticket system provides a transparent communication platform where customers and support staff can exchange messages. This keeps everyone involved up to date and prevents misunderstandings.
  • Tracking and reporting: A ticket system enables tracking and reporting of support requests. Companies can measure important key figures, such as the average handling time, the number of resolved tickets or customer satisfaction. This allows improvements to be made and bottlenecks to be identified.
  • Knowledge database integration: An internal knowledge database enables customers to search for answers to common questions themselves. This relieves the support team and enables quick self-help. At the same time, support staff can access existing solutions and quickly provide the right answers.
  • Better customer experience: By organising support requests in a structured way and handling them efficiently, companies can provide a better customer experience. Customers receive faster responses and solutions to their queries, resulting in higher satisfaction and loyalty.
  • Scalability: A ticketing system is scalable and can grow as the business grows. It can suit small businesses as well as large organisations and allow for flexible customisation.
  • Automation: Workflows to automate standard and recurring tasks. Support for routine tasks for quick and easy processing, e.g. also with checklists.

All in all, a ticket system offers companies the opportunity to optimise their customer support and ensure smooth communication with customers. It increases efficiency, improves the customer experience and provides valuable data for the continuous improvement of customer support.

  • A caller requires a direct approach, as well as a competent and "knowing" interlocutor on the phone.
  • Furthermore, he needs an immediate answer to his questions about a ticket, without unnecessary delay.
  • Requesters expect a summary of their request via e-mail, as well as an automatic update on further developments.
  • For requests via web form, the form recording his request should be kept simple. The requester then receives an overview of the processing status of all requests.

The ticket acquisition takes place via various channels

EcholoN Ticket System

Reasons for the EcholoN Ticketsystem Solution

Ticket systems automate processes in your organisation. Support staff can easily manage and assign customer requests and thus maximise customer service. EcholoN, as the German ticket software, offers a holistic tool with numerous features and connections for this purpose. The EcholoN helpdesk ticket system provides you with a dashboard of support requests and tools for resolution. With the self-service portal, you increase efficiency and can minimise response times in communication with the customer.

The system supports your customer support and helps you filter support tickets and quickly enter new tickets and customer calls. Answers to frequently asked questions are directly available through the ticket system's internally fed data source. Prioritisation and allocation is simple and fast.

Reasons for the EcholoN Ticket System solution

Fast installation and productive at short notice

On average, the installation takes place within a day, thanks to…

On average, the installation takes place within a day, thanks to prefabricated packages. Individual adjustments are made directly during the installation. Subsequent training of employees enables them to work productively.

Relief of service and support staff

The EcholoN Ticket System bundles all requests for your department.…

The EcholoN Ticket System bundles all requests for your department. No missed or forgotten tickets. This ensures optimal use of IT support resources and increased productivity.

In addition, the system enables improved teamwork and communication within the service organizations.

Automatic recognition and immediate provision of data of the caller

Telephone inquirers can be recognized by the EcholoN Ticket System,…

Telephone inquirers can be recognized by the EcholoN Ticket System, thanks to the CTI connection. Without having to make a click, relevant information about the requestor is deposited in the incident. The processor has access to active tickets as well as the processing history of all tickets assigned. This enables immediate response to the caller’s questions. Likewise, the current call is easily documented.

Knowledgebase receives knowledge and increases the initial solution rate

The integrated knowledgebase enables you to find quick and easy…

The integrated knowledgebase enables you to find quick and easy solutions. Thus, answers can be given already on first contact. Once a ticket has been solved, it is closed and the solution is already available as knowledge (in the knowledgebase).

This knowledge in the EcholoN knowledgebase (unkempt and well-kept knowledge) enables you and your team to efficiently find solutions to common, recurring or even difficult problems.

Consistent data entry for reliable reports

The EcholoN ticket system communicates seamlessly with your…

The EcholoN ticket system communicates seamlessly with your existing systems, making it needless to cultivate duplicated data or get used to a new system. Interfaces to third-party systems (such as inventory, asset, contract and license management) fully support the processor. EcholoN automatically recognizes all assigned objects and helps to fill in by pre-assignment and automatic completion. In addition to saving time, this eliminates errors and provides you with reliable reports.

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