How do you set up a ticket system?

To set up an effective ticket system, you must first define your request collection channels (live chat, email, forms, etc.). Next, you should categorize and prioritize incoming requests based on urgency to direct them to the correct departments. Creating SLA (Service Level Agreement) rules to measure service quality and automating the process are critical steps. With Palmate AI, you can manage all these steps in a single workspace and seamlessly integrate your live chat and ticket flows.

What makes Palmate AI different from other ticket systems?

Unlike traditional ticket systems, Palmate AI combines live chat and ticket management on a single platform. Its AI-powered automation features automatically categorize, prioritize, and assign tickets to the right agent. This reduces manual workload and significantly shortens resolution times.

Why is SLA tracking important?

SLA (Service Level Agreement) tracking allows you to measure the service commitments you make to your customers. By monitoring adherence to defined response and resolution times, you can increase customer satisfaction, evaluate your support team's performance with objective data, and optimize operational efficiency.

Can a ticket be created automatically from a live chat?

Yes, on the Palmate AI platform, issues that cannot be resolved during a live chat or require more detailed investigation can be instantly converted into a ticket with a single click or through automated rules. The chat history and all details are automatically transferred to the ticket, so no information is lost and the process continues seamlessly.

What are the benefits of categorizing tickets?

Properly categorizing tickets helps you understand the type of incoming requests (e.g., technical issue, billing question, information request). This allows you to automatically route requests to the right teams or individuals based on their area of expertise, and by analyzing which topics receive more requests in your reports, you can improve your services.

How to Set Up a Ticket System?

What is a Ticket System and Why is it Important?

A ticket system is a software solution that collects, organizes, and tracks customer requests, issues, and feedback in a central location. An effective ticket system is the backbone of your customer support operations. It prevents any incoming request from getting lost, standardizes processes, and maximizes customer satisfaction by increasing team efficiency. So, how do you set up an efficient ticket system, and how does it integrate with live chat?

Step-by-Step Guide to Setting Up an Efficient Ticket System

Following the right steps is crucial for building a successful customer support infrastructure. Here is our specially prepared guide for setting up a ticket system:

1. Define Your Request Collection Channels

Determine the channels through which your customers will reach you. Email, contact forms on your website, social media, and of course, live chat are the most popular channels. Palmate AI gathers requests from all these channels into a single platform, simplifying management.

2. Categorization and Prioritization

Separating incoming requests by topic (e.g., Technical Support, Billing, Product Information), also known as categorization, ensures that tickets are quickly assigned to the right person or department. At the same time, by prioritizing based on the urgency of the request (Low, Normal, High, Urgent), you can respond to critical issues immediately.

3. Define SLA (Service Level Agreement) Rules

An SLA (Service Level Agreement) sets the standards for how quickly you commit to providing a response and resolution to your customers. For example, by setting rules like 'High-priority tickets receive an initial response within 1 hour,' you can make your service quality measurable and track your team's performance. Palmate AI automatically monitors SLA times and alerts you when there is a risk of violation.

4. Create Automation and Workflows

Save time by automating repetitive tasks. With Palmate AI, you can automatically assign tickets containing specific keywords to the relevant department, send an automated response to the customer confirming their request has been received, or set up reminders for tickets that have been inactive for a certain period.

Advantages of Setting Up a Ticket System with Palmate AI

While there are many ticket system solutions on the market, Palmate AI stands out with its integrated and intelligent features.

Unified Experience on a Single Platform: Live Chat + Ticketing

While most competitors offer live chat and ticket systems as separate modules, Palmate AI combines these two critical channels into a single, fluid workspace. An issue that cannot be resolved during a live chat can be converted into a ticket with a single click, including the entire conversation history. This means a seamless and efficient experience for both the customer and the support agent.

AI-Powered Efficiency

Palmate AI uses the power of artificial intelligence to analyze incoming requests, automatically categorizes them correctly, and assigns them to the most suitable agent. This eliminates the time lost on manual triage processes and shortens resolution times.

Flexible and Scalable Architecture

As your business grows, your support operations need to grow with it. Palmate AI offers a flexible and scalable infrastructure that easily adapts to increasing request volumes and your growing team. You can create custom workflows and automations to tailor the system completely to your own processes.

Ticket System Guide