What are the key success factors for a business? How does after-sales ticket management work? In this article, we present the various tools available to you in the management of after-sales service tickets and their use, as well as concrete examples and advice for their implementation.

The objective of a company is of course to meet the expectations of its customers. To do this, the company must first have efficient and effective customer service. The company must also set up an effective after-sales ticket management system in order to go beyond customer expectations and provide them with perfect customer service.

With the technologies, products and services offered by Djaboo, customer satisfaction has become a primary objective of any company. This is why after-sales ticket management must be planned and organized from the start of the product's life cycle in order to improve customer service performance and achieve set objectives.

After-sales ticket management must be planned and organized from the beginning of the product's life cycle in order to improve customer service performance and achieve set objectives.

Do you want to manage your after-sales service simply and by centralizing all your exchanges? Discover the Ticketing feature on Djaboo.

Ticketing (or after-sales ticket management) #

Djaboo allows you to manage customer relationships more effectively. Let's take an example :

• You sell a marketing service and/or phones

Your customers have questions about this service, and some have problems with the equipment sold. They will therefore contact customer service at your company's email address (support@my-company.com) and by phone/chat. You can manage all of this from your Djaboo account, where all the information will be centralized.

How does it work? #

There are two possibilities for your customer to contact customer service:

1. By email, via your support-specific email address #

Connect your after-sales service email address to support with Djaboo.

Thus, the e-mails sent to the address indicated on your account will be directed to the “SAV” section of your account. To log in, you must go to: “Settings","Installation" Then, "Customer Support“. Go to the “IMAP settings"

Note: You can set up an e-mail address to create a ticket automatically as soon as you receive an e-mail at this address.
Note that the system will create tickets based on unread emails. Once the ticket is created, the emails will be marked as read. To get the replies in the same ticket, the system will check the ID present in the subject of the email. If no ID is present there, the email will be considered a new ticket. You can set the email subject from Customizable email templates.

Once configured, emails will go directly to Djaboo and create a Ticket.

2. By phone or chat #

In this case, you should create the ticket manually, go to the left menu on “After-Sales Service ","Customer support"And"Create a ticket".

Fonctionnalities #

This simple and intuitive interface will allow you to centralize all your support requests while prioritizing them.

1. Create a new ticket using the “Create a ticket".
2. To view detailed ticket information, click the ticket link. ticket title.
3. You can filter the list of tickets by creation date.
4. You can filter the list of tickets by tags.
5. If you want to see tickets for a specific team member, then you can simply use the “Affected to".
6. If there are no members assigned with the ticket, you can assign yourself to that ticket instantly by clicking this drop-down menu option, “Assign it to me“. Please note that this option will only be visible if no members are assigned to the ticket and you can assign it to authorized members by editing the ticket at any time.

Ticket reports #

To assist you in the effective management of your business and your customer service, we provide you with statistics.

These statistics tell you the number of pending tickets, the number of open or closed tickets. This will allow you to take steps to improve your Customer Service and thus retain your customers. As we have seen, the ticket type can be used to quickly understand where the problems lie. By labeling the different tickets received, you can see at a glance which ticket to prioritize and therefore act accordingly.

So you can manage your Customers accordingly, see which sales and marketing strategy will be appropriate.