Category · Software
A ticket system where the answer is already waiting
Every ticket system gives a question a number, an owner and a status. The difference sits in what happens between creating and closing: which data comes with it and how much you still type yourself.
Cuego AI agent
- Understand the questionWhat is this about and what does the customer really want to know.
- Gather contextOrder, customer data and earlier conversations from your own systems.
- Prepare the answerAn answer that holds up, with the follow-up action included.
- Get it doneReturn filed, ticket updated, queued for your approval.
Introducing a ticket system immediately gives more overview. Nothing gets lost, you can see who is working on what, and afterwards you can reconstruct what happened. What almost never happens is that the work gets less. The number of actions per question stays the same: look up, check, compose, send.
That's where the gain sits that a ticket system alone doesn't deliver. In Cuego, opening a ticket shows the order already there, with the delivery status and the earlier conversations. For a recurring question a draft is ready from your own knowledge base. Check and send, instead of look up and type.
The situation
What makes a ticket expensive in time
On every order ticket someone opens the webshop alongside to look up the order number.
The queue arrives unsorted, so the first twenty minutes of the day go to sorting.
The SLA timer keeps running while you wait for a photo from the customer, going red without anyone doing anything wrong.
How it works in practice
With that context in place, this is what the next step looks like.
Context is already with the ticket
Order, delivery status, return history and earlier conversations sit next to the question the moment it arrives. No second screen and no retyping an order number.
Sorted before you start
Topic, language and urgency are determined on arrival, and the ticket is assigned. If it sits idle, it falls back into the queue.
A draft instead of an empty field
For known questions a complete answer is ready from your knowledge base and customer data. Per topic you decide whether it stays as a draft or is sent by itself.
What the ticket system can do
Statuses you actually use
Open, in progress, waiting on customer, waiting on third party and resolved. The two waiting statuses make your numbers honest.
SLA per type of question
A complaint gets a different response time than an opening-hours question, with office hours and public holidays in the timer.
No duplicated work
You see who has a ticket open, so two colleagues never start on the same message.
Actions from the ticket
Register a return, assign a task or schedule an appointment without leaving the conversation.
Sub-conversations for internal queries
If you need to check something with the warehouse or a supplier, that hangs as a separate thread on the same ticket instead of disappearing into a separate email.
Reporting per topic
Response time, handling time and volume per topic and channel, with percentiles so outliers stay visible.
Costs
What a ticket system costs per ticket
With a ticket system the most useful unit is not the monthly price but the cost per handled ticket. That reveals whether automating earns you money or costs you money.
The unit: agent or ticket
If you bill per agent, your cost per ticket drops as volume rises. If you bill per ticket, it stays flat but the bill grows with you. Both can be favourable, depending on whether your volume or your team grows fastest.
Tickets above the bundle
Almost every volume model has a fee per extra ticket. That fee determines what a busy month costs, so ask for it and work through a peak month.
What counts as one ticket
A customer who replies three times: is that one ticket or three? And does a reopened ticket count again? This differs per vendor and directly affects your invoice.
AI per resolved ticket
If AI is billed per handled ticket, you pay more as soon as the automation works better. If AI is in the plan, every automated ticket is pure gain. This is the key question with a ticket system.
Channels that create tickets
Every channel you switch on creates tickets. Voice and WhatsApp are often in a higher tier or an add-on, so they raise both your volume and your subscription.
When the model starts working against you
A ticket system that bills per ticket penalises growth of your webshop. A system that bills per agent penalises more colleagues joining in. Choose the model that fits whatever grows fastest in your business, and work both variants through on your own figures from last year.
Calculate your cost per ticket
One number makes vendors with different models comparable: the yearly total divided by the number of tickets.
- 1Take last year's ticket count, including the peak months.
- 2Calculate the yearly total per vendor at that volume and team size.
- 3Add the AI costs based on the share you want to automate.
- 4Divide the yearly total by the ticket count and compare that unit cost.
Cuego bills per customer question with unlimited users, from €499 per month on an annual plan. The full breakdown per plan is on the pricing page.
See all plans and pricesFrom context to result
What it delivers
What bringing context and action together means in practice.
A ticket in Cuego isn't just a message with a status. The order, the earlier conversations and the open tasks hang off it, so whoever opens the ticket doesn't have to look anything up in another system.
Statuses, priorities and SLA times are configured to your own way of working.
Order attached to the ticket
plus earlier conversations and open tasks
SLA pauses while waiting on the customer
the clock only counts your time
Statuses to match how you work
priorities and SLA times are yours to configure
FAQ
Frequently asked questions
A ticket system records every customer question as a ticket with a number, an owner and a status, so the question follows a fixed route from arrival to resolution. That way nothing gets lost and afterwards you can see how long something was open. A fuller explanation of the term is in the knowledge base.
The terms behind this
What the terms on this page actually mean, with the calculation and where they mislead in practice.
Ticket system
A ticket system gives every customer question a number, an owner and a status. That sounds administrative and is exactly what stops questions from getting lost.
SLA
An SLA sets out how fast you respond and how often you meet that. The agreement is only worth something when the timer measures what your customer experiences.
Ticket routing
Ticket routing determines which question lands with which agent. Set up poorly, it costs you the first twenty minutes of every morning.
See also
Keep exploring
Everything in Cuego connects. Discover the modules, solutions and integrations that belong with this.
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