Benefits of our support ticket system

It might happened to you, that your designer or web development company; or any professional who attends to you, gives you answers such as: "I did not receive the email you sent me reporting X incidence"; "We talked about it a few days ago, but I had forgotten"; and this is really frustrating. Maybe you need someone to handle your requests in a more organized way.

At Dharma Web Studio, we are proud to provide to our customers a ticket system; mainly because we believe that our clients have noticed in this, an element of professionalism that they do not get in other design and development or digital marketing agencies, and because they have learned with us to benefit from this.

In this article; let's start by answering the question, what is a ticket system? and after providing a definition we will go on to list some of the advantages of having this.

What is a support ticket system?

A support ticket system is any application that manages and maintains lists of incidents or support requests (tickets), as required by a client, company or organization.

The main function then is to manage tickets, and in other words, it is any event registered in the system through any communication channel, made by technical support personnel or as a result of an order from an end user that has reported an incident.

For eachticket registered in the system, a unique reference number is generated, also known as a case number or ticket ID, which is used to allow the Dharma Web Studio client or staff to locate, add or communicate the status of the incident or requirement.

With a support system through tickets, in Dharma Web Studio we are able to access and manage an unlimited number of requests and incidents, through a single interface. In this way, all the requirements can be assigned to the correct member of the company; to be served with minimal response times and provide quality service.

Why is it important that a web design and development company has a ticket system?

In Dharma Web Studio we channel all the incidents we register through all our contact channels in our ticket system; and because of that; our customers benefit from the following advantages.

Omnichannel attention to the needs of our customers.

We have customers who report development requests or incidents by phone, WhatsApp, Telegram, Skype, email, or any other channels. Only a few directly use our ticket system to open a support request. In this sense, in Dharma Web Studio we are delighted to be able to offer personalized attention through the contact channel that is easier for our customers to handle. On the other hand, the contact channel does not matter to generate a request, our work model allows us to process all requests and register them directly in our ticket system, and thus centralize from the moment zero, the evolution of a task.

Streamline the process of resolving incidents.

Once a ticket has been registered in our system, we will process this incident in a computerized way. In this way we can assign semi-automatic, each task to the right person; depending on the needs of the ticket created. In this way the necessary work is started in the shortest possible time. This allows a faster and more efficient response to time.

Historical and evolutionary of an application.

Our clients have the possibility to access their private area and in the support and customer service section, download the evolution that has had a specific impact; or all history of incidents related to your account. This can be a great advantage when our clients need information related to the application or service we have given, thus obtaining all the details related to the application; in one place.

Regular response times.

One of the objectives of having a support ticket system is to have good response times on a regular basis. Not having them means that it is necessary to take appropriate measures to reverse the situation. In our system, every time a ticket is opened, a timer counts the time until its closing. The system can also offer other data, such as who are the technicians who are solving problems faster; or the efficiency of these. This means for us, to be aware of productivity and have arguments to provide training or make the decision to hire more staff in a timely manner and maintain quality of service.

Better communication with our customers.

Communication is critical in every business, and because it was going to be different in the process of developing an application, designing a logo; or execution of a digital marketing campaign. Before each response that occurs in our ticket system, the parties are duly notified by email. If one of our clients calls us to request a response to an incident with an open ticket number; We will always have the timely response of the status of the request.