Phone support has been around for a long time and is still one of the most common ways that businesses provide support.
Companies all over the world are becoming increasingly analytical about support. They want to know who is calling, why they're calling, how the call was handled, and how much time and money they're spending on calls. And, because the phone is only one of many channels through which they provide support, they want to connect it to all of them. This is where phone ticketing comes in.
Phone ticketing refers to the process of converting every phone call into a helpdesk ticket. Every ticket includes a call recording, information about the customer who called, and the agent who handled the call. For the sake of context, if the agent has a follow-up conversation about the same issue, it is added to the same ticket.
Ticketing phone calls (as well as emails and other channels) ensures that when someone calls, agents know if the caller has previously contacted the helpdesk via any channel. Even before they say "Hello," agents can gather a wealth of information about the customer.
Phone support has come a long way since the days of clunky old physical phones and dial-up internet.
