Your customers assume you are on track with what they are talking about. –> Quickly check the tickets your customer has previously sent you. Especially in a situation when you are filling in for your colleague, it is important to be on track with what has been previously discussed.
–> Better and more consistent customer service.
Ticketing helps with prioritising your tasks. With email alone, you easily respond and resolve the most recently sent messages. This way, you may easily forget messages and respond to them.
Tracking and billing
You can track how well employees stay on schedule, how much time each ticket take to process, and when tickets are late.
Also, you can take time and bill the time spent on a ticket.
Share tickets to other employees if the ticket owner is not able to handle it for one reason or another. Messages sent by customers are not left in absent employees’ mailbox, but instead, other colleagues have a chance to help customers fast.