Ticketing system
for effective customer service

Providing the best possible customer experience requires an organised system for incoming customer queries or issues. Are you looking to answer messages quickly and adequately, and collaborate on replies and solutions from a single tool? A good ticketing system will get you there.

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What is a ticketing system?

A ticketing system empowers customer service teams to quickly and easily respond to incoming messages (known as tickets) from a single central system. Think of customer queries, complaints or issues, all coming from various communication channels such as email, live chat, WhatsApp, Facebook or Instagram. Each of these tickets can be assigned to the right person, and you can easily track progress by checking its status and case or ticket number.

Ticketing systems are also called (customer) support software, helpdesk software or customer service software.

Does my company need a ticketing system?

Are you having trouble maintaining an overview of all incoming or pending service and support questions? Or do your employees keep switching between different inboxes or systems in order to formulate the right answer? This is at the expense of your productivity. A ticketing system brings order to chaos, which is exactly what you need to tackle these issues. It gives you back the overview as a team and allows you to work together from one central system to provide the same experience on every channel. Using a single shared team inbox, you track all messages, monitor progress, or take over tickets from each other.

Who should use a ticketing system?

A ticketing system is ideal for customer service or (technical) support teams receiving tons of messages through various channels, where maintaining an overview and streamlining customer contact is crucial.


Customer service
Respond to customer queries and complaints efficiently.
Handle cases or tickets for (internal) IT support.
Technical support
Handle cases or tickets for technical (product) support.
Follow up on questions and instructions easily with people on site.
Sales support
Easily follow up leads and track customer contact.
HR & recruitment
Easily maintain communication with applicants during the recruitment process.

How does a ticketing system work?

A ticketing system merges all incoming messages from different communication channels in a single central inbox. These messages are displayed as 'tickets'. If the same customer sends multiple messages, they are all part of the same ticket (the complete conversation with the customer).

While your team works on formulating the best reply, you can easily track its progress thanks to an automatically generated ticket number and status. You also link tickets manually or automatically to the right colleague, so follow-up is always picked up by the 'ticket owner'. This way, everyone knows who is responsible, and a ticketing system supports fast customer follow-up.

Need a colleague’s help to formulate an answer? Use the same ticketing system to collaborate with multiple colleagues or teams. With Grasp's ticketing system, you can forward customer messages, tag colleagues for extra context, or post notes. All these interactions are added to the ticket. This way, everyone always has the full context and you can perfectly collaborate as a team.

Ticket solved? Then the status changes, but the ticket remains archived in the system, so you always have the full history at your fingertips when the next ticket is issued.

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the benefits
of a ticketing system

Small or large? Single or multiple channels? For any company with customer contact,
a ticketing system is a smart choice to handle customer queries
or problems efficiently. The main advantages at a glance:

1. Get an overview of all customer interactions

No more fragmented inboxes, tabs or scattered notebooks because customer interaction takes place in different places. With a ticketing system, you centralise customer contact and internal interactions, and receive and send messages from a single inbox - no matter which channel you use to have the conversation.

More about the team inbox ->


2. Track the status of each query or complaint

Where can you find the status of a customer query, or who still needs to be called? Good luck with that without a proper overview. With a ticketing system, you provide each ticket with a status and easily track the progress of a question or complaint. This way, everyone sees what’s going on, or what the next action should look like.


3. Make your employees more productive

If you answer a lot of customer queries or problems, your work tends to consist of repetitive tasks. A ticketing system can automate a lot for you. Think of automatic categorizing, sending auto-replies, using predefined answer templates or enlisting the help of a chatbot. This way, employees save tons of time and can focus on the tickets that need more attention.


4. Improve internal cooperation

If you know what's going on, your customer only has to tell his story once. With a ticketing system, everyone knows exactly what has been discussed, and with whom. Not only did you gather all customer queries, you can also quickly conjure up on your screen all internal messages, notes and the entire customer history. That’s how you get to the heart of each matter quickly, no longer struggling to formulate an answer. Still need help? Then simply tag your colleagues for extra context.

More about collaboration ->


5. Get insight into handling time

Without insights, it is hard to manage performance. In the background, a ticketing system keeps track of what your team spends its time on. So you can easily adjust and further optimise your operation.

Ticketing system for each channel

Your client decides where the conversation starts, whilst you keep the overview.

Try Grasp’s ticketing system

And discover how to get a grip on your customer service

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