Ticketing system – a perfect tool for communication with your clients

online support ticket system


When turning to a service company with a question or a request, you expect a quick response. A lot depends on the communication channel the company has chosen as the primary one for handling customers’ incoming requests. We can tell why SIM-Networks has opted for a ticketing system.


Multi-channel communication with customers is a key business growth driver nowadays. The customers have lots of options to choose from, and if you use unpopular or ineffective communication channels when interacting with them, it’s a safe way towards a disaster.


Obviously, when a client reaches out to a vendor for services s/he needs, s/he will do it by all possible means. Still, you might want to offer multiple options to choose from so that this contact is as convenient for a client as possible and, hence, has higher chances of landing you business. If a customer is happy with the way s/he and his/her needs are treated, you are on your way towards customer’s loyalty, which is an essential tool for any business.


That said, what you need to think of in the first place is giving as many means of communication as possible and viable for your business to get customers’ feedback.


Some clients prefer speaking to their service providers on the phone – a real-time conversation can be more productive to elaborate on a particular problem, and it’s a quicker way to solve it. Others are more inclined towards a chat on the website and prefer using instant messages to get an operator’s response as soon as possible. Some people prefer chats or conference calls on Skype (or similar messengers), especially if the service company is located in another country and another time zone. A group of people stick to emails. All those communication channels are effective for a particular audience and to address particular issues. The best option is to use one primary channel and a bunch of complementary ones. Based on SIM-Networks experience (and the best practices used by other IT companies), having a ticketing system as a primary channel facilitates the best possible KPIs in terms of processing customers’ requests.


A ticketing system (being a part of a ServiceDesk or a HelpDesk) is a partially automated software to process client requests based on a particular service algorithm. The system is partially automated because it doesn’t require any manual efforts to receive a request and assign an ID number to it (based on the customer’s ID), and then track if the issue has been addressed. Issue closure and sending notifications can be automated, too. The actual request processing - categorizing the request, learning the details of it, speaking to the customer to obtain additional information and solving this problem – is handled by the Customer Care team, the L1 support team at SIM-Networks.


Ticket system - the ideal solution for customers


Thanks to the ticketing system, the SIM-Networks’ customers can:

  • Reach out to the Customer Care team and ask questions about the services provided – both technical and not related to the technology side of things;
  • Suggest service improvements;
  • Report any troubles they identify.


As we mentioned before, SIM-Networks opted for a ticketing system as the primary channel of interaction between the customers and the Customer Care experts. Why? We believe that security, data protection and ease of use are the key advantages of a ticketing system. Other forms of communication do not let you identify the client instantly, do not provide the necessary level of confidentiality, do not log the issue handling activities and do not track the whole correspondence thread, etc.


The benefits of using a ticketing system for a customer:

  • Access to the whole communication history with SIM-Networks from any place in the world and any device;
  • All correspondence related to a particular request is saved for each client, not a chance to lose any message;
  • The whole communication history is saved in one place without any irrelevant messages;
  • The client can provide extra information (if a ticket is created via the website) on the service to speed up the processing and the resolution;
  • Easy-to-use and intuitive control panel;
  • If you send a ticket from your client account on the website, it doesn’t have to pass any spam filters and, hence, will not be sorted into the junkbox, which also speeds up the process;
  • All messages are categorized into open and closed issues.


SIM-Networks guarantees that your request will be handled shortly.


You can submit a ticket once you log in on the website: https://www.sim-networks.com/en


Please note that you can only create a ticket after you log into the billing section. If you don’t have an account on our website, there are other ways of contacting SIM-Networks Customer Care experts:

  • If you need quick resolution of a non-technical issue, please use the chat on our website;
  • Send us an email: ask@sim-networks.com
  • If you prefer phone communication, leave us a callback request along with a short description of your issue/ request/ question – one of our Customer Care specialists will call you back as soon as possible;
  • Skype is only used when your need our tech support engineers to help you with any issues related to the SIM-Cloud infrastructure;
  • If you want to meet us personally at one of our offices, visit https://www.sim-networks.com/en/contact and send us a request so that we can set up a meeting.


Good news: we have simplified the process of submitting a ticket. Now you don’t need to spend your time deciding to which department your ticket is addressed – our Customer Care team will direct your message to the right people. It helps you create a ticket much faster and, hence, speeds up the processing time.


Reach out to us! We are available all the time, 24/7/365, and we speak 4 languages (EN, DE, RU, UA)!

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