In this post of the series, How to Increase Sales on Envato Marketplace, we are going to discuss how having a better Support Ticket System for Envato Authors helps you to increase sales on Envato.
Better Support Tickets Handling = Happy Customers + Sales Growth + Repeat Business
Why good Support Ticket System is Important
Almost all Envato Marketplaces are selling Code Plugins or Themes. And as a developer, you might know that something that works on your machine might not work on the customer’s machine or server.
So they should be able to contact you to resolve their problem in an effective and quick manner.
That’s where a good support ticket system comes in place to resolve these problems.
Features of Good Support Ticket System for Envato Authors
Here are some features that should be essential for any great support ticket system.
- Tickets Management Portal for Customers
- Easy to use Communication
- Track Ticket Status
- Ticket Assignments to particular Agents
- Email Notifications
- Secured Sharing of Server Credentials
- Tickets Analysis by Product and Agents
- Role-Based Ticket Assignment
Let’s see how AuthorDesk helps to achieve great customer satisfaction with all these features for Envato Authors.
Support Ticket Management with AuthorDesk
AuthorDesk provides a great Support Ticket System which helps Envato Authors to resolve their customer’s problem quickly and in effective manner.
By using Support Ticket Management with AuthorDesk we have improved our Number of Customer Ratings to 3x.
Customer Portal for Tickets Management
With AuthorDesk, all of your customers get a dedicated panel where they can Create Tickets, Reply to Tickets and do communication with you in an easy manner.
Easy Communication
AuthorDesk provides a very easy-to-use interface to do communication where customers can share Links, Upload files, and screenshots of the problem that they are facing.
Ticket Status Tracking
As an Envato Author and Owner of the company, in AuthorDesk, you can exactly see how many Tickets are currently open and what is their status. You can also see when they are created and when they are resolved along with the whole history of various replies.
Ticket Agents Assignment
When your team grows, it might be possible that there are multiple Agents who are working on multiple tickets. Also, customers love to know whom they are talking to.
In AuthorDesk, you can assign Tickets to multiple Agents. so they can work on it effectively.
Email Notifications
AuthorDesk sends an email notification to the Customer and Agent when any one of them replies to the ticket. so they can be notified and can take action quickly.
Secured Credential Sharing
In a technical world, where it is possible that something few things are not working on a customer’s machine/server. That’s where sometimes you might need to ask customers to provide you access to their server and share credentials.
Sharing credentials and storing them in raw text in the database can be a dangerous thing in case those credentials are leaked.
AuthorDesk provides a great feature where customers can share their credentials and those credentials will be stored in an encrypted format in the database. so no one can read it even if it is leaked. Also, all the shared credentials will be auto-deleted from the system in 14 days.
Tickets Analysis
Having a great analysis system is an essential feature of any good support ticket system.
With AuthorDesk, you can see how many tickets are Open & Assigned to each Agent and to each Product.
So you can take better data decisions and manage a better workload.
Role Based Ticket Visibility
While working with a large team of Agents, you might not want every Agent to see every Ticket.
AuthorDesk provides a great feature where you can set the permission of agents where Agents can see only the tickets which are assigned to them.
Go ahead and start managing your Support Tickets effectively with AuthorDesk. All your customers deserve a great Support Ticket System.
AuthorDesk is an all-in-one CRM with many more features. Start your free trial now.
