Support tickets

Support tickets are digital records of customer inquiries, issues, or requests that businesses use to track and manage customer service interactions efficiently.

What is a support ticket?

A support ticket is a digital log created each time a customer reaches out with a question or issue. It serves as a detailed record of the interaction, allowing customer service teams to systematically address and resolve concerns.

What is a system for support tickets?

A system for support tickets is a software platform that organizes and manages these digital records. It enables teams to categorize, prioritize, and track customer inquiries, ensuring that each one is handled efficiently and nothing is overlooked.

How to automate replies to support tickets?

Automating replies to support tickets involves using technology to handle routine inquiries swiftly. With Neople, our digital coworkers can provide instant responses to common questions, freeing up your team to focus on more complex issues. Automated responses ensure that customers receive timely acknowledgments and resolutions, enhancing the overall support experience.

At Neople, we integrate seamlessly with your support ticket system, helping you deliver exceptional customer service with ease.

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https://www.neople.io/glossary/support-tickets

AI agent

An AI agent is an autonomous entity that perceives its environment, makes decisions, and takes actions to achieve specific goals, often improving over time through learning.

AI chatbot

An AI chatbot is a software application that uses artificial intelligence to conduct human-like conversations through text or voice interactions.

AI in customer service

AI in customer service involves the use of artificial intelligence technologies to improve and automate customer interactions, making service more efficient and personalized.

AI ticketing

AI ticketing involves using artificial intelligence to automate and streamline the process of managing customer support tickets, improving efficiency and response times.

AI workflow

AI workflow refers to a structured sequence of processes and tasks powered by artificial intelligence, designed to automate and optimize various business operations.

Accuracy rate

Accuracy rate measures how often a system, such as a digital coworker, provides correct responses or completes tasks without errors.

Agent utilization rate

Agent utilization rate measures the percentage of time customer service agents spend actively engaged in handling customer inquiries relative to their total available work time.

Agentic AI

Agentic AI refers to AI systems capable of autonomous decision-making and taking actions to achieve specific goals without human intervention.

Automated customer service solutions

Automated customer service solutions use technology to handle routine customer inquiries, offering quick and efficient assistance without human intervention.

Average Handle Time (AHT)

Average Handle Time (AHT) is the average duration taken by a support agent to resolve a customer inquiry, including talk time, hold time, and follow-up tasks.

Average Resolution Time (ART)

Average Resolution Time measures the typical duration it takes for customer support to resolve a customer inquiry or issue, indicating the efficiency of the support process.

CSAT

CSAT, or Customer Satisfaction Score, measures customers' satisfaction with a product, service, or interaction.

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