What is a ticketing system? Understand the logic of the ticketing system and its application in Malaysia

Article Summary：Whether you are engaged in IT operation and maintenance, customer service support, or e-commerce, retail chain, a fast and efficient work processing system is the key to success. Perhaps you have also wondered: how to make internal docking more efficient? At this point, the term "ticketing system" must be familiar.

Whether you are engaged in IT operation and maintenance, customer service support, or e-commerce, retail chain, a fast and efficient work processing system is the key to success. Perhaps you have also wondered: how to make internal docking more efficient? At this point, the term "ticketing system" must be familiar.

Both large and micro enterprises face the same challenges. Any business has a group of different types of customers who use its products and services on a daily basis. Such services have to manually receive, process and resolve difficult issues related to the use of a certain product. However, due to developments in the IT field, a system was born that could help automate and optimize all the routine tasks based on work orders.

In this article, we'll discuss:

What is ticketing system for IT helpdesk?

Why is a ticketing system so important?

Helpdesk ticketing in Malaysia.

Free help desk ticketing software.

In addition, we will provide our work order system solution – Udesk, to help you improve work efficiency, quickly solve customer problems, and improve the service quality of enterprises.

What is a ticketing system?

As a tool for managing and optimizing processes, a ticketing system can make significant improvements in customer support, internal collaboration, and overall operational efficiency.

The work order system is like a desk, connecting the customer side and the company's colleagues who deal with problems, and everyone can list the problems on it to solve them efficiently and orderly. It collects and categorizes customer problems and provides a complete and common internal process for solving these problems, so that customer problems can be responded to in a timely manner and the company's processes can be carried out smoothly. At the same time, as a system, the response of its connected nodes in each link is much higher than that of manual work, so that the internal communication and internal and external coordination are unimpeded.

Why is a ticketing system so important?

In today's business situation, competition is becoming more and more fierce, how to provide customers with prompt and efficient service has become an important factor in the success of enterprises. Here's what the ticketing system provides:

Centralized ticket management and distribution: avoid information dispersion and management confusion, ensure that each request can be handled in a timely manner, reduce response time and improve resolution rate;

Automate processes and task tracking: By reducing manual work, businesses can dramatically increase productivity. Such as auto-reply, task reminder, status update, etc.;

Improve internal collaboration and communication: The ticketing system provides a collaborative platform for departments and team members, ensuring that all stakeholders can work seamlessly together to complete tasks

Customer information management and personalized service: The work order system can integrate customer information management to help enterprises fully understand customer needs and historical interactions, and solve customer problems through personalized services

Data analysis and performance evaluation: The work order system can record various work data, facilitate later management review, and analyze customer service quality and team performance. Such as the number of work orders, resolution rate, response time, customer satisfaction, etc.;

Application of ticketing system in Malaysia

Ticketing systems are not a new word in Malaysia, and there are examples of ticketing systems in almost every industry in Malaysia. Especially in IT Service Management, Customer Service, Equipment Maintenance, Healthcare Industry, Construction & Engineering Industry, these businesses in Malaysia are using the work order system more frequently. The work order system can be used as an online customer service center for pre-sales and after-sales support for Malaysia customers; Project nodes can be managed in the project management system; It can also complete the dispatch management of after-sales service, which is convenient for Malaysia enterprises to systematically manage in the dispatch of after-sales personnel

Free help desk ticketing software

At present, there are some free ticketing systems on the market, and you can go up and experience the convenience brought by the ticketing system. Here are some suggestions for you on how to choose among the complicated software. When choosing, a few important factors you need to focus on are: user interface, functionality and security. First of all, in the selection of user interface, you need to choose a convenient operation, simple and easy to understand interface, easy to use; In the choice of functions, choose to suit their own, not the more the better, the more complex the better, if necessary, pay to choose a customized program is a better choice; Finally, security is the most important, after all, your company information, or customer information is transferred through the work order system, once the information leakage consequences may be very serious. So be sure to choose a system that has enough security to report obstacles.

Summary

The ticketing system is currently a reasonable and efficient tool, as a service software, its importance is undoubted, and it is also very widely used in Malaysia. It's just that when choosing, while taking into account the function, you must focus on the factor of security.

By the way, among the paid systems, Udesk is a good choice, where you can enjoy most of the common work order operating systems. At the same time, Udesk also supports custom development, this can be based on your needs, for you to do special private development, to meet your functional needs. If you need, you can contact us:

》》Click to start your free trial of Omnichannel Systems, and experience the advantages firsthand.

The article is original by Udesk, and when reprinted, the source must be indicated：https://my.udeskglobal.com/blog/what-is-a-ticketing-system-understand-the-logic-of-the-ticketing-system-and-its-application-in-malaysia.html