Customers contact your organization via email and phone channels, sometimes simultaneously. In many companies, insights gained during these interactions are scattered between tools and teams; this forces the customer to repeat themselves every time they reach out.

To provide the best service, the support team member needs to know the ticket’s status and the steps they must take, whether delegating the ticket to a different team member or handling it themselves.

That’s why help desk ticketing systems also enable users to categorize and tag tickets as they come in. These categories and tags provide large, siloed teams with the ability to quickly route support tickets to the members having the skills and knowledge to handle them.