Learn how async ticket resolution can improve customer support efficiency and satisfaction. Discover tools, best practices, and future trends.
Devialet, a premium audio brand, saw support tickets that once took hours to troubleshoot shrink to half the time after adopting asynchronous video support. Agents simply had customers record a quick video of a faulty speaker instead of playing phone tag – and Voila! Resolution times plummeted roughly 40–46%. In Devialet’s words, SnapCall’s approach “revolutionized the way we provide customer support”. Other SnapCall users (in telecom, e‑commerce and beyond) report similar lifts. The backlog clears faster, customer satisfaction soars, and agents aren’t chained to one call at a time. We’ll show how asynchronous ticket resolution drives these gains, and how CX teams can plug tools like SnapCall into Zendesk, Salesforce or ServiceNow for similar wins.
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“Resolution time” is the total time it takes for a support team to completely close a customer’s issue. In other words, it measures how quickly an agent goes from ticket-open to ticket-closed. With asynchronous ticket resolution, agents and customers don’t need to interact live. Instead of a phone call or live chat, the customer submits their problem via a non-real-time channel – for example, a recorded video or text message – and the agent responds when they’re available. SnapCall’s async solution works this way: customers record a short video of the issue, and agents get a clear picture without waiting on hold.
This “show, don’t tell” approach leverages asynchronous media. It “accommodates busy schedules” and lets agents multitask, as Zendesk explains about async messaging. Agents can fully read or watch the customer’s message (video, photo, text) and craft a thoughtful reply, rather than scrambling for answers mid-call. In practice, async ticket resolution often means fewer repeated questions and a shorter overall time to fix the issue – trimming what would have been a 60-minute back-and-forth into two quick passes. Importantly, asynchronous support can dramatically shorten average resolution time – the key efficiency metric. In fact, using async methods can boost each agent’s daily ticket throughput from about 35 tickets to over 40, while cutting the cost-per-contact by ~14%.
Modern customers demand fast, efficient service on their own terms. Asynchronous workflows meet this demand by speeding up resolution behind the scenes. For agents, async means handling multiple cases in parallel. Instead of being tied to one live call, an agent can review a recorded video, pause and gather parts, then come back with a fix. In one analysis, this freed up significant capacity: agents went from 35.2 to 40.8 conversations per day and reduced required staffing hours by ~20%. In other words, the same team can field a higher volume of issues with leaner headcount.
Async support tools free agents from being tied to the phone. Instead of juggling concurrent calls, agents review one customer issue at a time, then move on. Video or photo evidence of the problem (provided by the customer) means less guesswork. The agent simply sees the issue and can often solve it immediately. For instance, when SnapCall customers use video, the system’s AI automatically grabs product details from the footage. Serial numbers, device types, even error lights are identified and summarized. The agent doesn’t need to ask the customer to spell out every detail – everything is in the ticket history. This extra clarity alone cuts unnecessary back-and-forth.
The result is measurable: SnapCall points out that video support can “cut your average ticket time in half”. In benchmarks, teams using async video report up to 46% faster resolution times. Customer satisfaction also climbs: when issues are fixed quicker without dragging out a call, feedback scores jump. In Devialet’s case, adding async media led to higher first-contact fix rates – fewer escalation and repeat contacts. Tech research confirms the pattern: faster fixes drive happier customers and more efficient staffing.
How does async compare to live support channels? They each have a role. Real-time channels (phone, video chat, live chat) give instant feedback and human connection. For urgent or complex issues, a 2‑minute face‑to‑face call can still be the fastest path to resolution. Lve calls capture tone and non-verbal clues that can be critical for tough cases. Synchronous contact “resolves complex issues more efficiently” because the agent can quickly interact and probe.
However, real-time support comes with trade-offs. Live channels can be costly to scale: Zendesk warns that synchronous help “decreases productivity as agents can’t multitask” and is “difficult to scale” without hiring more staff. Both customer and agent must be free at the same moment, which often means wait times or abandoned chats. If a customer steps away mid-call, the session may drop and they might have to repeat themselves.
In contrast, asynchronous support eliminates those blockers. Async “allows the customer to go at their pace” and keeps the conversation open-ended. If an agent asks a question and the customer is busy, the customer can answer hours later without losing context. No one has to say “Are you still there?” and hang up after 3 minutes. Think of async support like leaving a detailed post-it note versus interrupting someone with a live question. The stickynote sits there until your colleague can address it fully – and when they do, they have all the info they need. Similarly, asynchronous tickets let agents prepare responses (even researching answers or looping in specialists) before replying.
The analogy holds: it’s a bit like texting vs calling. Let’s be real: sometimes you don’t need an immediate phone call to solve a problem. A customer might send a quick video or email now, and the support team can reply later – freeing both to get on with other tasks. So for routine issues and diagnostics, async support can be much more efficient, letting live channels focus where they shine.
Many companies have put this into action. Devialet, for example, added SnapCall’s async video Clips to its Zendesk workflow. Customers simply hit a “Send Video” button in their ticket, show the speaker issue on camera, and forget about it. The SnapCall app then attaches the video and an AI-generated transcript to the support ticket. Agents see the exact problem (water damage lights, serial number, etc.) right away. As a result, Devialet’s agents don’t waste time on repetitive questions – they often fix the issue on first reply. They found that tickets resolve about 40–46% faster with video diagnostics. One support lead there said SnapCall’s video feature “revolutionized” their process.
Other SnapCall customers report similar wins. For instance, an international telecom rolled out asynchronous SnapCall video and saw its tech agents troubleshoot remote routers 40% quicker. The visual evidence let junior agents diagnose without waiting for a supervisor, trimming their escalation rate. E‑commerce and appliance support teams also love async photo and video: instead of customers mailing in broken parts, they upload a picture or clip of the defect. These teams say returns dropped dramatically because they could diagnose remotely. In all cases, agents handled more cases with the same team size.
SnapCall highlights integration in this space: its Zendesk app (free in the Marketplace) promises agents can “resolve support tickets 46% faster with AI-powered video”. Similarly, SnapCall’s Salesforce AppExchange listing advertises instant video calls and Clips inside Service Cloud. These tools make asynchronous support easy to adopt.
You don’t need to rip and replace your helpdesk. SnapCall and its peers plug into existing systems. SnapCall’s AI grabs key details from each customer video and auto-populates them in the ticket. Their dashboard summary even lists the product type or error code captured. In short, everything stays in one place – the support ticket – but now with rich media. The SnapCall kit works similarly in Salesforce or ServiceNow: it adds a “Start Video” button or a “Leave Clip” widget right in the agent interface. With one click, you launch an asynchronous channel.
Many leading helpdesks now support asynchronous messaging. Zendesk has built-in Messaging Mode (chat that customers can return to later), and its open API lets you embed video tools. ServiceNow similarly offers messaging portals and integration points for multimedia. Salesforce offers Live Agent for chat plus plugins for WhatsApp and video. To set up async resolution, start small: pick one channel (like a web chat or in-app help) and enable a video/voice recording widget. Tools like SnapCall handle the rest (they smoothly attach recordings to Zendesk tickets or Salesforce cases).
In practice, implementing async ticket resolution involves: enabling a contact channel that customers can use anytime (e.g. a chat widget, a mobile app option, or embedded Zendesk thread). Next, equip agents with a unified inbox. An agent using Zendesk can install SnapCall’s app. Then customers see an option: “Record a video” or “Send screenshot.” When the customer uses it, the media auto-attaches to their open ticket. Agents then simply play the video or view the image when they’re free.
This workflow has little overhead. Agents review async tickets as part of their normal triage, just as they would email or chat tickets. Over time, you can automate tags or routing: for example, if a video mentions a specific product, an AI tag could assign the ticket to the right team. You can even have automated voice responses or bots kick in for very simple queries, handling them asynchronously (Uber-like, where questions and answers queue up).
The key is integrating with your existing CRM. If you already track tickets in Zendesk, Salesforce, or ServiceNow, simply add the async tool on top. Agents keep using the same ticket interface, but with the bonus of pictures and videos. This end-to-end solution was designed for CX teams: SnapCall’s enterprise connectors automatically record the conversation context back into Salesforce or Zendesk.
Ready to see async in action? Imagine a complex troubleshooting query: instead of a 5-minute call, the customer records a 1-minute video. Your agent inspects it and writes a concise solution email. This single exchange may now solve the issue; no bounce-backs needed. With SnapCall, you can start that process from within the ticket and even get an AI transcript attached automatically. Many SnapCall customers find it pays off on day one: they get “crystal-clear issue explanations and faster fixes on day one” after launch.
Asynchronous ticket resolution isn’t just a buzzword – it’s a practical strategy for modern CX. If your support team is battling long queues and crowded schedules, try carving out one async workflow. Start by picking a support channel to go async (for example, add video-clips to web chat using SnapCall). Train agents and customers on the new option. Then measure the impact on average resolution time. You should see what Devialet and others see: faster fixes and happier customers. In short, test async now and let data guide the rollout.
SnapCall is revolutionizing the way businesses interact with their customers. Our suite of products offer a seamless and personalized customer experience. With SnapCall Assist, customers and support teams can easily share photo and videos to explain problems and provide solutions. SnapCall Booking allows for scheduling calls with clients and experts without the need for external conference services. And SnapCall Instant offers audio and video calls with integrated CRM platforms for easy access to customer information.
