What is a ticket management software? Top 10 reasons why you should have a robust helpdesk software for complaint management

Top 10 reasons why you should have a robust helpdesk software for complaint management

Are you Customer-Centric?

Customer centricity means putting your customer at the center of what you do. As an organization, you need to understand the “how” and “what” of customer experience and how to promote a customer-centric culture because it is one of the key differentiators now among the competition. You need to have the right strategies and measures in place to delight your customers and one of the most important ways of doing so is by having a robust Helpdesk ticketing system in place. Let’s understand the meaning of having such a system and its key benefits.

Meaning Help Desk Software or Ticket Management Software

We can call it a helpdesk service desk customer support desk, or ticket management system, but it implies a system that can automate the complaint resolution process by assigning tickets to customer issues resulting in inefficient management of customer issues.

Why Help desk Management System or ticket management system is important for your business?

Here are a few key benefits of a ticket management system that you should know about:

    • Centralized system for complaint resolution:

Helpdesk ticketing software facilitates centralized complaint management. The software can be accessed from any location and all tickets and their status can be monitored by the stakeholders from any location.

    • Faster Ticket Resolution:

Customers are only concerned about how fast they get a resolution for their issues and have nothing to do when it comes to their internal processes. Thus, having a ticket-based solution enables the agents to resolve tickets faster and boosts your customer experience. You may also create a repository of FAQs for your agents so that they can resolve the query faster and more efficiently.

    • Automatic updates to customers:

A Robust helpdesk software has a feature of sending out regular updates on the status of a customer’s request. This way your customers are well informed throughout the lifecycle of the ticket.

    • Multi-channel Customer Support:

Customers may want to reach you through any of their preferred modes like voice, email, social media, WhatsApp, etc. Omnichannel CRM enables ticket generation from all channels and streamlines the customer support process.

    •  Better Customer Experience:

The software facilitates regular updates to customers on their ticket status and also has a provision for self-service FAQs to enhance the customer experience. Customers can get handy solutions for their issues in a very short span of time.

    • Reports and Dashboards:

The software provides deep insights on tickets and their resolution. This helps to create and improve CX strategies and drive process improvement to boost customer satisfaction.

    • Complete information at the customer service representative’s disposal:

It is very frustrating for a customer to repeat his issues every time he reaches a customer service representative. Robust ticketing software has all the required information at the CSR’s screen and hence the agent can provide accurate information to the customer.

    • Increase in efficiency:

A ticket management system helps to organize the customer’s requests and complaints. The system facilitates quick response with less effort through the system, promotes fewer mistakes, and enhances the overall efficiency of the organization.

    • Constant Performance Improvement:

The metrics and dashboards on the team’s performance give valuable insights such as ticket closing, TAT closures, out of TAT closures, average time for ticket resolution, etc. Such analytics brings transparency to your process and you are able to identify process gaps and take corrective action accordingly.

    • Promotes Revenue Growth:

It is a proven fact that happy customers bring you more revenue. This happens through word-of-mouth or through repeated orders. When customers are happy with your services, you have the opportunity to cross-sell and upsell.


After looking at the benefits of a customer service support CRM, we have proven that having an all-inclusive ticket management system is the need of the hour. If you want to delight your customers at every touchpoint, then you need to have a robust ticket management system that offers you omnichannel customer support. There are many help desk ticketing software in the market, but not all are created equal. Dialdesk also offers customizable customer support ticket software, which provides a full suite of customer support features. In case you wish to demo, reach us at 9643303884.

Author Profile

Varuna Raghav
Varuna Raghav
As a CX and marketing specialist, Varuna Raghav has more than 15+ years of experience to her name. Her enriching input has been valuable to the brands and organizations she's worked with.

One response to “What is a ticket management software? Top 10 reasons why you should have a robust helpdesk software for complaint management”

  1. It’s really a great and helpful piece of information. I am glad that you shared this useful info with us. Please keep us up to date like this. Thanks for sharing.

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