The challenge to manage support requests and keep users happy can become overwhelming without the right infrastructure in place as curator communities flourish and grow.

One such piece of infrastructure is ticketing bots. These bots can organise queries, streamline responses, and prevent any serious issues from slipping through the cracks.

Businesses can save time for both creators and community members with the right bot in place. We’ll outline what you should be looking for in your next ticketing bot here.

Five core features to look for in a bot

When looking to integrate a ticketing bot into your creator community, several features are needed for you to maximise its benefits.

Investment in these platforms can be significant, especially for enterprise businesses with large teams, so it's vital you’re aware of the very basics you should expect from a ticketing bot.

1. A good ticketing bot should allow members to create a ticket directly from a chat command, keeping the process quick and simple.
2. The bot should make it easy to categorise requests so they can be routed effectively.
3. Private ticket threads or DMs should be available for handling sensitive questions or account issues.
4. Multi-platform compatibility ensures that support requests can be handled seamlessly, whether they come from Discord, Telegram, or other channels.
5. Features like automatic ticket numbering and tracking make it easier to follow the progress of each request.
   

Automation is one of AI’s greatest advantages

One of AI’s most popular features is its ability to automate routine tasks that would have originally kept human agents busy.

They can handle frequently asked questions without the need for human intervention, freeing those agents up to handle more complex issues with greater focus.

Automated AI responses provide instant answers and acknowledgements to users, keeping their wait times low and satisfaction with your service high. And, as they gather initial information, they can escalate issues to a human if queries become more complex and require nuance that only a person can provide.

AI can also help agents by offering smart suggestions to human agents to respond even faster and with greater accuracy.

Integration with your current tools is a must

Any ticketing bot should be designed so that it can slot seamlessly into your current tech stack. Platforms such as Mava can integrate with your existing community platforms, such as Slack or Discord, so that all tickets can be tracked in one central place.

Some ticketing bots can also be integrated with CRMs or project management tools for businesses that handle customer queries across new and more traditional channels, such as email and live chat functions.

Payment systems and membership databases can also be integrated to speed up user verification before eventually resolving issues. These two integrations combined give businesses a complete view of their customers’ journey.

True integration with your tools means reducing the number of manual steps required to transfer ticket data between systems. This reduction in steps will make the customer support process even more efficient.

AI can enhance the user experience when done right

Improving the experience of the user when they have a query that needs answering is a core reason AI-assisted ticketing bots are becoming increasingly popular. The ticket creation process should be a simple, intuitive process for community members to carry out without the need for extensive training when integrated correctly.

Bots should respond quickly to member queries so that they know their issue has been acknowledged, and users should be able to log said issues no matter the device they’re on. A mobile-friendly interface allows members to track their ticket status no matter where they are.

Combine all these with a clear status update so members do not need to follow up with their requests repeatedly, putting undue pressure on the bot, and you’ll have a truly effective AI.

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