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Types of Conversational Ticketing System

The need for efficient support solutions has increased in a time when online chat platforms are now the backbone of corporate interaction. Enter conversational ticketing is a ground-breaking method of handling support requests that is completely changing how companies operate worldwide. Two leading solutions have surfaced as businesses aim to increase productivity and efficiency: Third-Party programs that link these systems and Ticketing Systems that easily interface with current chat platforms. 

In this evolving corporate environment, organizations, regardless of industry and size, are investing in conversational ticketing systems to revolutionize their support processes and elevate team productivity. Businesses are eliminating bottlenecks to facilitate smooth communication and enabling their teams to provide outstanding support experiences by integrating helpdesk functions into comfy chat platforms like Slack and MS Teams

This blog will discuss the various options for adopting conversational ticketing and discover how this innovative approach can transform your company's support operations. We explore the intricate details of every solution, from self-integrating ticketing systems to third-party apps that enable smooth integration, enabling you to make decisions that support your company's objectives.  

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Why Conversational Ticketing is a Must-Have for Organizations?

Impact of Conversational Ticketing| Enjo.ai

At the core of all successful businesses lies a well-established communication channel. As remote working gained traction, lack of technical knowledge and understanding of filing ‘tickets’ came forward as a  hindrance in workflows of a company. Businesses see a major decline in job productivity, from support agents being swamped with repetitive activities to users trying to discover the appropriate path to assistance.

Conversational ticketing is the solution largely being used to eliminate the need for employees to use multiple sites for receiving support by allowing them to be served from within the corporate chat platform.

Using conversational ticketing, employees can get help through chat, rather than having to go through complicated ticket filing procedures. Support team can similarly discuss and address concerns reported in the same chat.

Companies which have successfully adopted conversational ticketing to manage their workflows have reported marginal decrease in response and resolution time while also saving significantly on employee hours and cost of operations.

Different Types of Conversational Ticketing System

Now that you have a better understanding of conversational ticketing system’s concept, let's check out the types of conversational ticketing systems.

Type 1: Standalone Ticketing Systems

Are you tired of constantly hopping between platforms to manage tickets and communicate? Standalone ticketing systems save your staff much time and work by integrating seamlessly into your corporate chat platforms. These methods are beneficial for small and medium-sized businesses that don't have a dedicated helpdesk.  

Use Case

By containing a stand-alone ticketing system with dialogic capabilities, workflows can be greatly streamlined for small to medium-sized businesses without a dedicated helpdesk. These solutions easily connect into your existing chat platforms, enabling effective ticket tracking, assignment, and prioritization—all inside the comfortable UI of your favorite communication tool—regardless of whether your team uses Teams, Slack, or both.  

Popular Solution: Halp

What began as a solution for businesses with no established helpdesk of their own has now evolved into a modern IT support solution. Halp, a product under Atlassian, delivers lightweight solutions to ease ticketing. IT With platforms like Halp, you can track, assign and prioritize tickets- All from within the Slack. Halp, however, is still a developing product offering limited features but one which you should keep an eye out for.

Type  2: Add-on to Existing Ticketing Systems

Add-on to Existing Ticketing system

Integrating conversational ticketing into your existing ticketing system and chat platforms like Slack or MS Teams can enhance efficiency without the need for a complete overhaul. Third-party apps offer smooth integration, reducing your team's learning curve and guaranteeing compatibility with your current systems. 

Use Case

These facilitator apps connecting ticketing systems to chat platforms remove the need to rip and replace your existing system. Instead, you can build conversational ticketing on top of the systems already familiar to your users. You do not need to spend copious amounts of time migrating your team to another system.

Using third-party apps for integration however is no one shoe fits for all. While choosing a third-party app solution, users need to ensure the app accommodates their existing ticketing and chat platform systems.

Popular Solutions

1. Enjo.ai

Enjo.ai is GenAI-powered support automation solution custom built for Jira-Slack integration bringing you the best of both worlds. Built for agile work environments, Enjo allows further integration with the wiki app- Confluence taking your IT support experience to the next level.
Being purpose-built for Slack, Enjo is among the leading mature products currently available in the market for conversational ticketing that you can fully customize according to your company’s needs.
If your company  user base is in Atlassian products (Jira, JSM and Confluence) then Enjo is the one addition you need to completely transform your company’s support experience.

Ready to revolutionize your support workflows with Enjo? Book a demo today!

2. Lessonly

Lessonly is a training focused software committed to delivering Support solutions. While providing integrating options with leading chat platforms, Lessonly connects seamlessly 16+ knowledge platforms making it a considerable player in this field. Not diverging from its name, Lessonly focusses on a training-based approach more than delivering an all powerful solution as a platform for chat-based ticketing.

3. Moveworks

Moveworks is an AI platform which provides automated solutions for deployment and Support with conversational ticketing. A comparatively newer name in the field, Moveworks provides integration of chat platforms with your ITSM  to deliver end-to-end resolutions.

It offers additional integrations across multiple Knowledge bases, email groups and messaging platforms. Add Moveworks to your existing ITSM platform to unleash an efficient helpdesk service.

Benefits of Conversational Ticketing System

Conversational ticketing offers several distinct benefits that can improve your user support and service:

  • Conversational ticketing is efficient 
    Conversational ticketing speeds up the entire support process and lessens the administrative burden on IT employees by automating the first steps of ticket logging and classification. Because chatbots can handle several requests at once, more tickets can be processed in a given amount of time and response times will be quicker. 
  • Boosts user experience
    Conversational ticketing software provides users simple, intuitive support experiences by seamlessly integrating with well-known systems. Users can readily report issues without using ticketing systems or complete out forms.
  • Elevates customer satisfaction 
    Prompt responses and quicker resolutions result in higher customer satisfaction. Software for conversational ticketing offers ease of use, constant updates, and real-time support. This, in turn, results in better visibility into IT support processes. 

Which One is Right for Your Team?

standalone ticketing systems Vs plugins | Enjo.ai

When choosing the best option for your team, it is important to carefully analyze your firm's goals and particular conditions. While plugin-based solutions and standalone ticketing systems can have useful capabilities, integrating a plugin into your current infrastructure can frequently provide clear benefits.

By opting for a plugin, you can enhance your existing ticketing system without starting from scratch. This means you can maintain your current workflows and processes while leveraging the benefits of conversational ticketing. The familiarity and ease of use of a plugin ensure a smooth transition, allowing your team to quickly adapt to the new features and focus on delivering top-notch service. 

Moreover, plugins frequently provide flexibility and customization choices tailored to your company's requirements. Plugins can be customized to meet unique needs, such as customizing ticketing workflows, connecting with particular chat platforms, or quickly accessing pre-existing knowledge management systems. This flexibility guarantees that your team can increase output and effectiveness without compromising comfort or familiarity. Furthermore, using a plugin instead of investing in a stand-alone ticketing system can be a cost-effective choice for conversational ticketing. By leveraging your existing infrastructure and adding specific features to enhance it, you can save both time and money.

In the long run, while standalone ticketing systems have advantages, adding a plugin is a more practical course of action that yields results immediately without requiring significant setup or modification. You may maximize ROI and maintain operational continuity while fully utilizing conversational ticketing by choosing a plugin that interacts easily with your existing systems.  

Conclusion

To sum up, evaluating the range of conversational ticketing solutions on the market has given important insights into customizing helpdesk experiences to fit the different demands of companies. Whether looking at plugin-based or independent ticketing systems, each has special advantages that can improve productivity and expedite support procedures.

As pointed out, Enjo stands out as a strong option for businesses looking to transform the support desk experience. Enjo enables teams to provide effective and customized support in comfortable settings by integrating seamlessly with well-known Atlassian products like Jira and Slack. Its flexible features and AI-powered capabilities make it an adaptable option for businesses trying to streamline their support processes. 


Experience the future of support with Enjo.
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FAQs

1. What differentiates conversational ticketing from traditional ticketing systems? 
When it comes to support requests, traditional ticketing systems often involve the tedious task of filling out forms or navigating complex menus. In contrast, conversational ticketing simplifies this process by allowing users to create and manage tickets through natural, conversational interactions with a chatbot or human agent.

2. Can conversational ticketing work with existing ticketing systems? 
One of the key strengths of conversational ticketing is its ability to seamlessly integrate with existing ticketing systems. This can be achieved through the use of plugins or APIs, providing businesses with the opportunity to enhance their support framework with conversational features. 

3. What benefits could conversational ticketing offer? 
Conversational ticketing offers several advantages, such as enhanced user experience, expedited response times, less effort for support workers, and heightened efficiency due to its smooth connection with chat systems. 

4. Is conversational ticketing appropriate for every type of business? 
Even though conversational ticketing has numerous advantages for enterprises, its applicability varies depending on organizational preferences, the volume and complexity of support requests, and the infrastructure already in place. Conversational ticketing can be especially helpful for small to medium-sized firms looking to streamline support operations. 

5. What distinguishes Enjo's conversational ticketing system from others? 
Enjo provides a unique blend of features that are adjustable to match the particular requirements of support teams. Its features include smooth connection with well-known chat platforms like Slack and Jira and automation driven by GenAI. Because of its sophisticated features and user-friendly design, it is an excellent option for updating support processes. 


If Enjo sounds like a solution for addressing your Support Desk experience needs, request a demo now.

Accelerate support with Generative AI

Book a demo with one of our Enjo experts
Request demo

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