Introduces New “Ticket Collision” Feature


Share on LinkedIn

Companies using TeamSupport’s collaborative help desk software can now prevent duplication, inefficiency and contradictory responses when assisting customers

When a customer contacts a customer service help desk for assistance, nothing is more frustrating than receiving contradictory information from multiple service reps—and nothing is more embarrassing to a company than providing confusing or inefficient customer service., one of the industry’s best software solutions for customer support and help desk teams, has just introduced its newest software feature to help prevent this type of “ticket collision” from happening.
Now when customer service reps address a customer issue, TeamSupport’s software allows them, in real time, to see who else on the team or within the company is working on the same ticket at the same time—whether within the help desk or in the software engineering department or other employees in between. An internal Chat feature attached to the ticket allows employees to engage in a discussion about the customer’s issue, the proposed resolution and any other information related to the ticket.

By enhancing internal collaboration specific to each individual ticket:

• Contradictory responses to the same customer are greatly reduced or eliminated
• Companies reduce inefficiency by preventing multiple people from working on the same tickets in isolation
• Customer issues are resolved faster

“In a high-volume service environment where multiple teams are involved in serving customers, it’s not uncommon for the right hand not to know what the left hand is doing—and customers often are on the receiving end of this confusion,” said Robert C. Johnson, CEO of TeamSupport. “When customers receive conflicting information, or multiple responses, it wastes time and does not evoke a lot of confidence in the help being given.”

TeamSupport’s new ticket collision features offer:
1. A Real-time Ticket View
Now users can easily see and chat internally with others who are looking at the same ticket. Clicking on their name will allow you to chat with them right there in the event you need to collaborate in real-time about the ticket.
2. Real-time Ticket Updates
Now, no matter who makes a change to a customer help ticket, the new information automatically updates on the ticket in real time for all users to see. This ensures that all members of a support team are seeing the most current, accurate and up-to-date information and notes for each ticket.

“TeamSupport is consistently ranked one of the industry’s best help desk software because TeamSupport dramatically enhances internal collaboration to serve customer issues,” said Johnson. “The addition of these newest features, designed to prevent ‘ticket collision’ and duplication of effort, help companies communicate more effectively than ever, ensuring that customers receive a seamless experience and the fastest possible response to their issues.”

About TeamSupport, based in Dallas, Texas, is a Web-based help desk and service desk application built specifically for customer-facing support. Built by a team of veteran software company executives, TeamSupport has won many awards and is a trusted software provider to prominent business clients around the globe. Learn more about why TeamSupport is the trusted software provider for customer support teams across the globe, and explore TeamSupport’s many innovative features, by visiting

News Editor
CustomerThink offers a free news posting service for press releases relevant to our community. To submit your press release to our news editor, send an email to [email protected] with the press release headline and main content in the email subject line and body, respectively. That's it! Approved press releases will appear in our news category within one business day of submission.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here