BETTER SERVICE. LESS FRUSTRATION. MORE PROFIT.

    Cloud-Based Ticket Management Software

    Access your live data from anywhere in the world. Never arrive unprepared.

    Dispatch Technicians with Confidence

    Schedule and manage appointments with ease using the built-in panel featuring GPS tracking.

    Keep FacetTrak at Your Side with Our Mobile App

    Collect on-site, legal customer signatures and payments, and modify tickets on-the-go.

    Managerial Insights When You Need Them

    Manage your workforce effectively with real-time reports on productivity and time allocation.

    Customized Software to Meet Your Needs

    Your business is unique. Isn’t it time for a ticket system that fits it perfectly?

Check out our demo installation and give it a test drive!

5 Best Practices For Effective Customer Service

best ticketing toolsYour clients and customers are central to your organization. Keeping them satisfied will encourage customer loyalty and positive online reviews, so it is worth your time to invest in your customer service strategy. Once you have selected the best possible service team, follow these strategies for more effective and productive customer service. 

  1. Communicate clearly
    While straightforward communication is key in all aspects of your company, it is especially important when interacting with customers. If they have a question, be sure to be as thorough in your response as possible. Encourage your team to simplify language and avoid jargon.
     
  2. Use affirmative language
    The language used by your customer helpdesk staff can make or break the quality of your service. Train your team to communicate using positive and affirmative language to create a more productive dialogue. This type of language will also make your customer feel more cared for when your team is working to solve their issue or answer their question.
     
  3. Find the right software 
    Be sure to find the best ticketing tools for your organization's purpose. Using an effective helpdesk ticketing system software will help your team stay organized while communicating with your customers. It will also allow your management team to collect data and access what areas of your service strategy can be improved.
     
  4. Encourage short response times
    Hold your customer helpdesk staff to a response time standard to ensure that your customers are receiving help in a timely manner. A ticket platform will help with this, but be sure to train your team on productivity best practices. This will ensure that your customers are hearing back as soon as possible.
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  5. Have a unified team strategy
    Even with the best ticketing tools and integrated project management software, the entire customer service strategy is only as effective as your team. Be sure to hold regular training and be open about how specific employees can improve. View your team strategy as a larger project with customer service at the center.


The average person in the United States will spend 43 days on hold in their lifetime. As an organization, be sure to take as many steps as possible to reduce hold time and make the time spent on the phone as productive as possible. By implementing these best practices, you will build a more effective helpdesk staff and retain satisfied customers for years to come.

Comprehensive Dispatcher Panel

GPS Tracking

Email and Calendar Integration

Multiple Locations Supported

FacetTRAK includes comprehensive features not found in any other ticketing system. The easiest way to grow the bottom line of your service business is with our integrated ticket system.

Track your leads, create and manage tickets from any location, provide direct on-site customer sign-off of work orders.

  • Track your leads & sales with full CRM capabilities.
  • Create and manage tickets from any location.
  • Create custom projects and contracts for unique & efficient management.
  • Mobile friendly with off-line data synchronization abilities.
  • Built in GPS tracking allows efficient tracking and routing of in-field technicians.

FacetTRAK is an incredibly powerful, full featured CRM & ticketing system.

"We've put 30 years of experience in the IT service industry into creating the most powerful, affordable, and easy to use cloud-based CRM & ticketing system for service companies with technicians in the field.” -- Brian Ford, FacetTRAK CEO