One of the most valuable benefits of support ticketing systems is that they give organizations a high-level window into the issues customers are having with their products and services. But wouldn’t it be great if support ticketing systems output a granular, detailed and bucketed accounting of pain points customers are reporting — all in one place — and across all touchpoints?

That’s why unitQ takes support ticketing systems to the next level to enable organizations to see the bigger picture and identify trends for where and when they should focus their improvement efforts.

Train unitQ AI on support ticket systems

unitQ provides an AI-driven analytics engine that quickly analyzes and categorizes all
customer feedback in real time, giving organizations a 360-degree view about what customers are saying across all feedback channels. When organizations train unitQ AI on their ticketing systems — be it Ada, Freshdesk, GitHub Issues, Helpshift, Jira, ZD Chat, Zendesk or Zoho Desk — real-time actionable insights start to emerge from the vast sea of support ticket feedback. The voice of the customer now becomes as transparent as ever.

Skills-based routing of support tickets

In addition, unitQ AI automatically categorizes and quickly quantifies the content of every ticket with a high-degree of accuracy, so your support team can rely on unitQ to automatically route tickets to the right teams fast while focusing on delivering the best possible user experience.

Our Zendesk and Freshdesk integrations support two-way tag publishing, where unitQ can automatically tag new feedback in both unitQ and Zendesk or Freshdesk. You can add tags to user reports in unitQ or saved searches, and the tags automatically link to the corresponding ticket in Zendesk or Freshdesk.

What’s more, many of our support-ticket integrations offer bidirectional data flow — meaning they communicate in both directions, between unitQ and the ticketing source. Our bidirectional integrations include GitHub Issues, Jira and Zendesk. You can create a new support ticket in unitQ and it gets reflected immediately in the source like Github Issues, Jira or Zendesk — so the right ticket gets to the right person and team immediately.

Overall, our integrations between unitQ and support ticketing sources can help businesses streamline their support operations, improve team collaboration, and enhance the customer experience, ultimately driving better business outcomes.

Conclusion

Support ticketing systems are a valuable tool for organizations. unitQ can enhance their value and unveil granular actionable insights about customer pain points in one place and across all touchpoints.

About unitQ

Category-leading companies like Bumble, Chime, HelloFresh, Pinterest, PrizePicks, Spotify and others rely on unitQ to drive growth, reduce churn, and build brand loyalty. Want to know what users think about your organization? Get a free AI-driven CX report. To learn more about unitQ, request a demo.

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Pete Bratach is Documentation Manager for unitQ