Customer Support Ticketing

Help desk software is generally built to take account of multi-digit identification numbers that are too long to remember, and online customer service has focused on sending tickets. However, an increasing number of customers and prospects request that “tickets” be added to the conversational support system. Let’s look at The Power of Customer Support Ticketing Workflow in more detail.

The Power of Customer Support Ticketing Workflow

A ticketing system effectively collects every client query that comes in, whether it’s via Messenger, email, or another channel. The system subsequently allocates an identification number to each question and request, provides the client with the ticket ID, and tracks the ticket as it moves through the backstage settlement agreement, which may involve multiple teammates.

For businesses that want to build a positive and long-term relationship with their customers, the customer experience is becoming increasingly important. Customer service ticketing teams’ difficulty is creating an effective, rapid, and agile procedure that solves problems – and it’s critical for your corporate goals.

A highly complex inquiry, for example, may need assistance to support engineers’ new work or the billing team’s new work. Internally, tickets aid in tracking searches through all of the different resolution scenarios. Customers are given the power and flexibility of ticketing to boost the team’s efficiency while still allowing them to create a superb, genuinely customized customer experience.

Let’s start with the issue.

The calls for tickets were initially taken literally, introducing a brand-new feature called “Tickets,” which would reside alongside talks and perhaps thread them together coherently.

What customers were genuinely asking for when they said “tickets” Customers found the ticketing workflow to be an excellent tool for answering simple support questions that are responded to quickly through Messenger conversations. Still, when it came to more complicated requests that required additional time and people to resolve, it fell short — maintaining track of talks as they moved across several departments was tough.

When users wanted to create tickets, they were essentially expressing a desire for some of the more robust workflow elements that more standard ticketing-based platforms can provide, combined with Messenger’s personalized feel.

Workflows for ticketing

Customers did not require companies to create tickets in the traditional sense; instead, they needed conversations to be more ticket-like behind the scenes to provide a fantastic end-user experience. You don’t have to reduce your consumers to a number to solve their problems using these ticketing workflows.

Although none of these new features is referred to as “tickets,” when taken together, they unlock all of the essential operations that traditional ticketing platforms provide while maintaining a communicative, engaging front-end experience. You don’t have to reduce your consumers to a number to solve their problems using these ticketing workflows.

Workflow for ticketing: Messenger + Inbox + Reporting

The capacity to identify, prioritize, and allocate issues as they arise is at the heart of any ticketing system, not the issuing of ticket numbers. Because of this choreography, customer care teams can remain on top of requests and satisfy clients. You don’t have to reduce your consumers to a number to fix their problems with these ticketing workflows.

Conversations have evolved to be as efficient as tickets. For instance, you can automatically collect conversation data such as the type of question a customer asks, whether it’s urgent, and what specific product category they’re interested in. Then you can utilize that information to communicate context with your peers, develop views to track different types of requests and automate your repetitive operations with rules.

Support teams can use these conversation data elements to generate custom fields in each chat. This additional information provides more context, speeds up issue triage to the appropriate section, and moves critical issues to the top of the priority list. The following are just a few of the innovative new uses for personalized chat data:

  • Assign communications to the appropriate team

You can, for example, prioritize a critical billing issue and then route it to the appropriate team using the specific discussion data.

  • All of the necessary contexts are found on one page. 

You can examine conversation history within the Inbox instead of asking clients for extra information, such as the size of their firm or the browser they’re using.

  • Issues are prioritized using rules. 

Make robust processes by combining conversational information with perspectives and algorithms to discover, categorize, and triage issues that can’t be fixed right away, such as complicated queries, technical obstacles, and emotionally loaded concerns.


Messenger can take relevant information from the customers via bots in Messenger — such as the topic, urgency level, or whatever else your team needs to prioritize a problem – and then route it to the appropriate section using that specific chat data. You’ll get all of Messenger’s simplicity, familiarity, and personal feel, plus additional automated capabilities which save your customer and team time.


Instead of needing to ask customers for further information, custom interaction data is surfaced in the Inbox, giving your team the context they need to provide rapid, personalized responses. When multiple teammates are involved in a conversation, the shared context is more insightful and accessible than ever before. Advanced Inbox views can also be created using conversation data properties.


As you strive to deliver efficient, personal service to ever-larger numbers of consumers, having access to detailed, accurate reports is critical. Customized conversational information is used to dig deeper into your data and identify initiatives to increase your customer service procedures. Here are some ways of why you might improve your service to customers using reporting insights:

  • View discussion tag data to get a sense of what topics your customers are most interested in, and then use proactive messaging, bots, and assistance content to address these issues before they arise. 
  • Filter discussion data to zero in on a specific product area, feature, or topic to evaluate how well your team is fixing the issue and how long it’s taking to get there. These are the types of situations that require proactive support communications to save time for your team and improve the customer experience.

With all of these ticketing workflows, the experience is far superior to that provided by standard email-based ticketing systems. The transactional, unsatisfactory feeling of receiving a label in response to presenting an issue is replaced by the sense of a personal engagement via the Messenger. 

Long reference numbers, after all, don’t provide clients with a sense of security; only the solutions to their problems do.