As a business grows, it’s common for customer service to become more chaotic and unmanageable. If you don’t have a system in place to manage these requests, it can even result in a loss of customers and decrease in revenue for your company.
How can you delegate the customer service work so everyone on your team can help? How can you tell if a request has already been resolved? The solution is using a Google ticketing tool to manage your customer support efforts. Here’s what you need to know:
The term “ticketing tool” refers to an app, program, or software that serves as a help desk for customer support issues.
Every ticketing tool may be different, but in general, these tools are designed with ticket management features that allow teams to assign tasks to other team members and track the status of each task until it has been resolved.
If you are using a Gmail account to field incoming customer support requests, a ticketing tool would help you manage and track these issues from the time they are received to the time they are resolved.
There are many reasons why your business needs a ticketing system to manage customer support requests in your Gmail inbox. Some of these reasons include:
As you can see, using a Google ticket system to manage your customer support requests in Gmail can benefit both your customers and your business.
Google Workspace, formerly known as G Suite, is a collection of dozens of helpful communication and productivity tools. Unfortunately, there is no ticketing tool in the Google Workspace. Google does not have its own Google apps support ticket system for companies that are using Gmail to manage customer support requests.
In fact, Google suggests using other Google apps to provide customer support. For example, Google recommends using Google Meet and Google Chat to provide live support to customers via video and instant messaging.
However, most businesses simply don’t have the resources to provide live customer support to customers. Furthermore, there’s no way to keep track of support requests or customer contact information if you are only providing live support via Google Meet and Google Chat.
Because Google does not have its own ticketing tool, some businesses choose to create their own system instead.
For example, some customer support teams use Google Forms, Google Spreadsheets, and Google Script to establish a DIY ticketing system. Here’s how each incoming customer support request would be handled using this system:
The main advantage of this DIY ticketing system is it is free to use. Anyone with a Google account can access Google Forms, Google Spreadsheets, and Google Script to set up a DIY ticketing system. Your team may be familiar with Google Forms and Google Spreadsheets, so they may already know how to use these two tools.
There are a number of drawbacks to this type of DIY ticketing system. First, this system is incredibly complex. To set it up, you must create multiple Forms and Spreadsheets. You must also know how to use Google Script to automate certain tasks and adjust the functionality of Google Forms. If you make even one minor mistake when setting it up, it could make the entire system unusable.
The system also involves a lot of manual work. For example, your team will need to manually convert every incoming email into a ticket in Google Forms. Not only is this time-consuming, but it also leaves a lot of room for error. Your team may accidentally invert numbers, omit information, or fail to accurately describe the customer’s problem. Issues like these can complicate your customer support efforts.
If you use this system, your team will need to open three different programs to manage customer support requests. They will need Gmail to send emails, Google Forms to manage the status of the ticket, and Google Spreadsheets to see more information on the request. Switching back and forth between multiple programs can overwhelm and frustrate your customer support team.
Finally, this system does not give your team access to all of the features they need to effectively manage your customer support requests. Although it allows your team to assign tasks to one another, it does not include reporting, templates, notes, or other features your team needs to work efficiently.
The cons of a DIY ticketing system far outweigh the pros, which is why you should not rely on this type of system to manage your customer support requests.
The best Google ticketing tool is Keeping, which is a third party tool that allows you to turn your shared Gmail inbox into a help desk. Keeping works directly within Gmail so your team won’t need to use multiple tools to manage customer support requests.
Unlike other ticketing systems, Keeping is easy to use and designed with all of the features your team needs to work efficiently, including:
Keeping makes all of these features available to you directly within Gmail. Start your free trial todayto see for yourself why Keeping is the best Google ticketing tool.