Omnichannel Help Desk Software engages with customers across multiple channels of communication to
provide a unified customer experience. The key stakeholders involved here are the customers raising
issues or queries and the agents resolving them. Omnichannel ticketing systems increase efficiency,
flexibility, and speed of resolution.
When we use the word omnichannel, we’re essentially referring to a presence of support regardless of
whatever channel that it maybe.
Here are the different channels in which customers tend to raise issues and queries. In each of the
cases, a support ticket gets created. This helps to streamline
the customer requests to a single repository.
Email: Customers write to a support email id. The Help Desk Software detects this and initiates
- Voice Support: Phone calls between a customer and an
agent initiate a ticket creation. Organizations that provide phone support are backed by call
center software like RingCentral and Aircall.
- Social Media: Integrate with platforms like Facebook and
Twitter. Each post triggers a separate ticket.
- Customer Portals: It is a unified interface for
customers to access multiple support resources like self-service articles, ticket history, live
chat and so on. Customers can create tickets by filling a form.
- Support Widgets: These widgets are web-forms that can be
embedded on any website or mobile app. Customers can create tickets without leaving their
- Live Chat: Most of today’s chat software has integration
with Help Desk systems. Every chat conversation converts into a ticket with the entire chat
transcript as a ticket attachment.
- Chatbots: AI-Powered chatbots engage with users
automatically. It can respond proactively to messages, analyze and understand an incoming
message and provide an appropriate response in real-time.
- Other Sources: Ticket creation can also be based on
triggers from external systems. In such situations, integrations enabled through APIs and
webhooks helps the system achieve it.