Many traditional customer support tools want to class every interaction with the customer into a ticket. Customer rings to ask about a product? It’s a ticket. They ring to ask about an order update? Ticket. Every interaction – always a ticket. Not every conversation is a ticket.

The problem of this way of working though is you’re both slowing down your agents having to create tickets for even the most tiny of interactions, but also that you’re polluting your ticketing needs with a lot of noise.

We here at QContact have a different philosophy- every conversation has a disposition (outcome code). If an issue can be resolved in a single conversation, then great you have First Call Resolution without ever having to create a ticket. And if an issue is more complex and requires multiple conversations or escalation, you can then raise the ticket only when required.

This separation saves your agents time, but also allows you to actually enforce good hygiene rules on tickets. For example maybe you always want order reference numbers attached to tickets. If you force every single conversation into a ticket, what you find is that field fills up with junk as the agents don’t always have that information for queries that don’t necessarily have a specific order reference.

However by only raising tickets when actually required, you can enforce good hygiene while still retaining full reporting insights into what queries and coming in and how they’re being resolved.

Things such as side conversations become easier too – as now you decouple conversations from tickets, you can have conversations which talk about multiple tickets. Want to chase your delivery partner for delivery updates on multiple orders? With QContact you can seamlessly link that single email to multiple cases – giving full visibility to all your team.

So let QContact help you make the move from having a ticket for everything into the much more customer friendly world of conversations.