Why we built our own ticketing software in Salesmate (Instead of sticking with traditional software)

Ticket management isn’t typically seen as a core feature of sales software. After all, sales teams don’t manage support tickets, right?  

That’s usually left to customer service. But what if integrating ticket management into your sales platform could revolutionize how you handle customers across both departments?  

That’s precisely what Salesmate set out to achieve with its ticketing software. 

Why we chose to build our own ticketing software?(instead of sticking with traditional software) 

At Salesmate, we’ve always focused on creating a CRM that doesn’t force users to rely on a patchwork of disjointed tools (what we like to call a Frankenstack).  

Our goal is to build a cohesive platform that helps businesses stay organized and efficient. As we engaged with our customers, it became clear that ticket management was one area where this vision could be enhanced. 

Sales and customer support teams often work in silos, especially when using separate tools for each function. This separation can lead to communication breakdowns, missed opportunities, and, ultimately, frustrated customers.  

By integrating ticketing directly into Salesmate CRM, we’re breaking down those silos and empowering both teams to work in harmony. 

Like many companies, we tried various popular help desk solutions such as Intercom, Zendesk, and others before developing our own ticketing system. However, as we grew, these tools often required additional costs for add-on features, which still didn’t fully meet our evolving needs.  

That’s when we realized we needed a solution built specifically for our team—one that we could tailor to our processes and offer to our customers without limitations or extra costs. 

We wanted a ticketing solution that integrated seamlessly with our CRM, allowing better collaboration between our sales and support teams. We wanted a system that reflected our values and commitment to customer success. 

So, rather than relying on an external platform, we decided to build our ticketing software to serve our internal needs and be available for our customers to enhance their customer support processes. 

Also Check: A Ticketing System Guide To Enhance Customer Support

How Salesmate’s ticketing software works?

Salesmate’s ticketing software consolidates all customer queries into one central hub. Whether it’s a sales inquiry or a post-sale issue, your team gets a 360-degree view of the customer’s interactions and history.  

This integrated approach enables a smoother transition between sales and support, ensuring nothing falls through the cracks. 

Here’s how Salesmate’s ticketing software solves key problems for growing businesses: 

1. Complete visibility for better decision making 

Third-party ticketing tools are not specifically designed to be integrated with the CRM and may require significant configuration and API connections.

With successful integration, the data flow from one system to another can be slow and interrupted by intervals of disconnection, which can result in missed opportunities or, in some cases, overlapping work.

An inbuilt ticketing system like the one offered in Salesmate eliminates such problems, as it operates right within the CRM.

This ensures that sales and support teams operate from the same real-time information source and do not have to log in and out between several programs.

An inbuilt solution is somewhat integrated—sales officials can view customer history, monitor support tickets, or even manage to upsell deals within the CRM environment.

These improvements create a harmonious workflow and ensure both teams are informed of customer expectations.

2. Seamless collaboration between sales and support 

Another common problem area in business management is the complete severance of sales and support departments.

The intended and unintended consequences of such a fragmented structure include the inability to communicate with other teams, which results in poor response to opportunities.

Ticketing software can be described as a link between departments mainly because the software allows for smooth communication between departments.

This way, managers and sellers are better connected with customer support; customer concerns are resolved swiftly and escalated through the sales cycle.

When an organization has the right help desk software, its customers’ communications and support requests are well handled.

Such integrated work results in enhanced client satisfaction and the facilitation of the company’s customer service processes for its clients and staff members.

3. Greater customization and control 

While third-party ticketing software is designed for general use, it can rarely be adjusted to fit your company’s particular workflows.

This can cause the business to feel constrained and end up working under the software’s constraints.

That is why having an inbuilt system like Salesmate gives you more control and settings. With the ticket management system, it is possible to design the system according to individual requirements.

You can configure the automation and rule requirements individually and control support requests appropriately based on your sales and customer support concepts.

Such a level of customization eliminates the barriers and restrictions arising from using an external platform. You get the flexibility to implement a help desk system that offers maximum value.

You get to enhance your customers’ experience while ensuring that your help desk solution is aligned with your business objectives.

4. Faster, more efficient ticket resolution 

It is the critical method for customer service to assign the right ticket within the shortest time possible.

One benefit of Salesmate’s ticketing tool is the ability to assign tickets to certain operators or groups of operators so that the best specialist can consider each case.

The officers fasten ticket assignments, hence shortening the time to resolve them. When customers do not have to wait for someone to figure out who should handle their support tickets, the outcome is positive.

The skills that such efficiency breeds are valued and promote customer loyalty and retention rates.

If your organization employs a help desk system that organizes ticket processing, your team can commit to offering excellent customer service and building valuable customer relationships.

5. Consistent user experience 

When you integrate third-party tools, there’s often a learning curve for your team to navigate different interfaces, workflows, and support channels.

With an inbuilt ticketing feature, the user experience remains consistent across your CRM, reducing your team’s complexity.

Salesmate’s unified interface ensures that your team can seamlessly switch between managing leads, closing deals, and addressing customer support issues without adjusting to different systems. 

This consistency improves productivity and reduces the likelihood of user errors, ensuring smoother operations across the board. 

6. Real-time insights and reporting 

With an inbuilt system, reporting is more comprehensive and actionable.

Salesmate’s ticketing system provides real-time insights into sales and support metrics, giving you a complete picture of your customer interactions.

You can track the entire customer lifecycle in one place, making it easier to identify bottlenecks, measure performance, and optimize your processes. 

This real-time data ensures you can make quicker, more informed decisions, whether identifying a sales opportunity or resolving a critical customer issue. 

How Salesmate’s ticketing feature boosts sales? 

When your support and sales teams work together seamlessly, it’s more than just customer service—it’s customer retention.  

In many businesses, existing customers are a huge source of ongoing revenue, especially in complex sales environments.

If customers have a positive experience with your support team, they’re much more likely to stay loyal to your brand, renew contracts, and recommend you to others. 

Salesmate’s ticketing software helps build trust with customers by giving your team the tools they need to resolve issues quickly and efficiently.  

Happy customers don’t just come back—they bring new business with them. 

While our ticketing system may not have every bell and whistle you’ll find on dedicated help desk platforms like Zendesk, that’s intentional.

Our focus isn’t on being the most feature-rich ticketing solution; it’s on delivering a system that meets our customers’ essential needs and integrates seamlessly with our sales platform. 

By keeping our solution straightforward, intuitive, and easy to use, we ensure that your team spends less time managing software and more time focusing on what matters: building relationships and driving sales. 

Plus, with Salesmate, you can be assured that you are working with a company that values customer success as much as you do. 

Conclusion 

Salesmate’s ticketing software isn’t just an add-on feature—it’s a natural extension of our CRM designed to bring sales and support teams closer together.  

By fostering collaboration and providing a clear, organized way to manage customer inquiries, we help your business deliver exceptional service that drives customer satisfaction and revenue growth. 

Ready to see the difference for yourself? Explore Salesmate’s ticketing software today and discover how it can transform your customer support and sales operations.