什么是电话工单?
Every phone call from a customer to the helpdesk is archived in the form of a ticket. The ticket contains information about the caller, the agent, and the conversation between them. When another call concerning the same topic is made, information about it is added to the previous ticket.
Ticketing is important for keeping track of all the actions. Not only phone calls, but also emails and other means of communication are turned into tickets. This helps to maintain unity and order among all channels. To ensure the highest quality of service, implement ticketing best practices.