15 Ticket Management Personal Traits You Should Know

In customer service, speed is important, but it’s not everything. Customers don’t just want a quick fix; they want solutions delivered by people who genuinely care about solving their problems.

According to American Express, consumers are willing to spend 17% more on a company that provides outstanding customer service.

So, what separates exceptional support ticket managers from the average ones? It’s not just technical know-how or efficiency. In this article, we’ll dive into the 15 personality traits every ticket manager should master to build trust, resolve issues efficiently, and keep customers happy. 

Table of Contents

• 1. Empathy (Show Customers You Care)
• 2. Communication Skills
• 3. Patience
• 4. Attention to Detail
• 5. Problem-Solving Skills 
• 6. Time Management
• 7. Adaptability
• 8. Collaboration
• 9. Resilience
• 10. Analytical Thinking
• 11. Organizational Skills
• 12. Active Listening (Listen, Don’t Just Hear)
• 13. Tech-Savviness
• 14. Customer-Centric Mindset
• 15. Emotional Intelligence (EQ)
• How Hiver Supports Your Customer Service Skills and Traits
  • 1. Multi-channel support
  • 2. SLA-Based Reminders
  • 3. Tags and Categories
  • 4. Knowledge Base Integration
  • 5. Email Notes for Internal Collaboration
  • 6. Analytics and Reports
  • 7. Collision Alerts
• Take the Next Step to Improved Customer Support 

1. Empathy (Show Customers You Care)

Ever had a rough day and just wanted someone to say, “I get it”? That’s what empathy is all about. In customer support, it’s more than just hearing words. It’s about making customers feel truly understood.

A study from Khoros indicates that *68% of customers will spend more money* with brands that understand them and treat them as individuals. Showing empathy calms frustrations and builds trust, turning unhappy customers into loyal ones.

How to Show It:

• Listen Like You Care
  Don’t just nod or wait for your turn to speak. Pay attention and respond thoughtfully. For example: “That sounds frustrating. Let’s fix it for you right away.”
  
• Match Their Energy
  If they’re upset, keep calm and steady. If they’re happy, share their excitement. It shows you’re tuned in. Say something like: “I’d feel the same way. Let’s make this right.”
  
• See Things from Their Side
  Want to get better at understanding your customers? One way is by reading books like ‘To Sell Is Human by Daniel H. Pink’. You could also read customer feedback reports or recordings of real support interactions. Listening to real conversations or role-playing common scenarios can help you understand customer frustrations and connect with their experiences.

Empathy isn’t just a nice-to-have—it makes customers feel valued. And when they feel valued, they keep coming back.

2. Communication Skills

Whether it’s an email, call, or chat, how you say something can make all the difference.

Clear communication saves time and avoids confusion. It also builds trust by showing customers you’re on the same page. 

How to Communicate Better:

• Keep It Simple
  Use plain, everyday language. Avoid jargon that might confuse customers. For example, instead of saying, “We’re escalating this issue,” say, “I’m passing this to our manager to speed things up.”
  
• Check for Understanding
  Repeat what the customer tells you to make sure you’re both on the same page. For example: “So, you’re saying the package hasn’t arrived yet. Is that right?”
  
• Learn from the Best
  Want to sharpen your skills? Check out The Communication Guys podcast for practical tips you can use right away.

3. Patience

Patience is about knowing when to dig deeper and when to ask for help. 

As one Reddit user put it:

“The ability to listen to what the user is telling you and interpret what the actual problem is. Knowing when to escalate tickets that are above your head and not letting a call/ticket wait too long while you try to figure it out.”

Patience helps you avoid quick fixes and focus on real solutions. It allows you to ask the right questions, handle frustrated customers calmly, and deliver resolutions that actually solve the problem.

How to Practice Patience in Customer Support:

• Stay Focused
  Listen carefully to the customer’s concerns without jumping to conclusions. Take a breath before responding if they seem upset.
  
• Know Your Limits
  Recognize when an issue needs escalation. Trying to “prove” yourself by holding onto a problem too long can backfire.
  
• Be Genuine
  Customers don’t want robotic politeness. Be friendly and real—just someone who’s genuinely there to help.

As another Reddit user put it (about following scripts)

4. Attention to Detail

Attention to detail means catching the small things that make a big difference in customer support. Being thorough reduces mistakes, improves customer satisfaction, and makes your work more consistent. It’s the difference between a quick fix and a lasting solution.

How to Improve Your Attention to Detail:

• Use Checklists
  Checklists are simple but powerful tools for staying organized. You can create a resolution checklist for each type of issue you handle. Include steps to verify customer information, double-check previous conversations, and confirm that the issue is fully resolved before closing the ticket.
  
• Double-Check Your Work
  Before marking a ticket as resolved, take a moment to review everything. Did you provide the right solution? Is your response clear and complete? Re-reading your response ensures you haven’t overlooked anything and helps you catch errors that might’ve slipped through the first time.
  
• Learn from Experts
  Atul Gawande’s ‘The Checklist Manifesto’ is a great resource on creating and using checklists effectively. It shows how attention to detail can simplify and error-proof even the most complex tasks.

5. Problem-Solving Skills

Problem-solving is about understanding the issue, digging a little deeper, and developing a solution that works. No one likes to be stuck, but with the right approach, you can fix even the toughest issues.

How to Build Strong Problem-Solving Skills:

• Dig Into the Root Cause
  Don’t just fix the surface-level issue. Take the time to find out what’s causing the problem in the first place. Address the root cause and stop the problem from coming back.
  
• Ask for Help When Needed
  You don’t have to solve everything alone. If you’re stuck, ask a teammate or your manager for advice. Two brains are better than one when it comes to tricky issues.
  
• Learn from Experts
  Check out The Art of Problem Solving by Russell L. Ackoff. It’s full of tips and strategies for tackling problems in smarter ways.

6. Time Management

As a ticket manager, you need to prioritize urgent issues, handle multiple tickets efficiently, and still leave room for high-quality interactions with customers. Time management tools like automation, ticket tagging, and prioritization features can save you time.

How to Improve Your Time Management:

• Prioritize Tasks
  Not everything is urgent. Start by tackling the most important tasks first. For example, if you have a complaint from a VIP customer, handle it before responding to less time-sensitive inquiries.
  
• Break Tasks into Smaller Steps
  Big projects can feel daunting. Break them into smaller, manageable pieces. If you’re updating a report, start by gathering data, then move to writing, and finally review. This makes progress feel achievable and keeps procrastination at bay.
  
• Use a Timer or Calendar
  Set specific time slots for each task. Give yourself 30 minutes to respond to emails, then switch to another task. This helps you avoid distractions.

7. Adaptability

Adaptability is the ability to stay calm and adjust when things go wrong. In customer support, things rarely go according to plan. But by being adaptable, you can pivot quickly, keep support processes moving, and ensure that customers continue to receive timely, effective assistance.

How to Improve Your Adaptability:

• Stay Open-Minded
  Be willing to try new methods or tools when the usual approach doesn’t work. For example, if your ticketing system goes offline, you could switch to a shared spreadsheet or messaging app temporarily to keep things moving.
  
• Learn from Each Situation
  Treat challenges as learning opportunities. After resolving an issue, reflect on what worked, what didn’t, and how you can handle it better next time. This turns unexpected problems into chances to grow.
  
• Stay Updated with Industry Changes
  Regularly improve your skills to keep up with new technologies or processes. For instance, take a quick online course on a new CRM tool before your company implements it.

8. Collaboration

Sometimes, solving a tricky issue requires input from colleagues, other departments, or even external vendors. When teams work together, you’re not just solving problems faster—you’re also solving them better.

For example, resolving a recurring software glitch might require insights from IT, customer support, and an external vendor. 

How to Improve Your Collaboration Skills:

• Use Collaborative Tools
  Platforms like Hiver, Slack, or Asana ensure everyone stays on the same page. For instance, you can make use of Hiver to manage your support@ shared inbox. This would help your team assign incoming queries in a click, and collaborate with anyone across the organization using internal notes. 

• Communicate Clearly
  When looping others in, explain the issue in plain terms. For example: “The customer is facing delays because of X. Can your team help by providing Y?” Clear communication avoids confusion and speeds up resolution.
  
• Build Relationships
  Don’t wait for an emergency to introduce yourself. Take the time to build rapport with key people in other teams. A friendly relationship makes collaboration smoother. Drop by a colleague’s desk or send a quick appreciation email after their help on a tricky customer ticket.
  
• Share Credit
  When a collaborative effort resolves an issue, make sure to acknowledge everyone’s contribution. Saying, “Thanks to IT for jumping in so quickly on this” fosters goodwill and encourages future teamwork.

9. Resilience

Resilience is the ability to bounce back when things go wrong. Customer support can be tough as you’d have to handle frustrated customers more often than not. But resilience helps you stay professional, avoid burnout, and keep providing excellent service.

How to Build Resilience:

• Focus on Small Wins
  Instead of dwelling on challenges, acknowledge your victories—even the tiny ones. After successfully handling a difficult ticket, take a moment to reflect: “That wasn’t easy, but I turned it around.”
  
• Take Regular Breaks
  Don’t push through stressful days without pause. Step away for five minutes, grab a coffee, or do a quick stretch. These small breaks help clear your mind and recharge your energy.
  
• Reframe Challenges
  Instead of seeing a tough ticket as a hassle, view it as a learning opportunity. Ask yourself, “What can I take from this to handle the next one better?”

10. Analytical Thinking

Analytical thinking is not just about solving today’s issue but preventing tomorrow’s.
Being analytical helps you find hidden problems and implement fixes that stick. This means fewer repeat issues and happier customers.

How to Improve Analytical Thinking:

• Use Data to Spot Trends
  Review ticket histories for recurring patterns. For example, if multiple customers report the same bug, dig deeper into its cause rather than handling it ticket by ticket.
  
• Practice Problem-Solving Scenarios
  Set aside time to analyze hypothetical issues. Ask yourself, “What’s causing this?” and “What steps would fix it for good?”
  
• Collaborate on Complex Cases
  Team up with colleagues to brainstorm solutions for persistent issues. A fresh perspective often reveals things you might overlook. Thinking, Fast, and Slow by Daniel Kahneman is a brilliant book to develop a sharper, more strategic approach to problem-solving.

11. Organizational Skills

Being organized means managing tasks and deadlines efficiently, even on busy days. It creates systems that prevent delays, missed follow-ups, and frustrated customers, ensuring nothing falls through the cracks.

How to Stay Organized:

• Implement Ticketing Systems
  Use color-coding, or labeling to tag tickets by priority. For example, high-priority tickets could be marked in red, while follow-ups might be blue.

• Plan Your Day Strategically
  Start each day by listing tasks in order of urgency. Handle top-priority tickets first, then move to less urgent ones.
  
• Review Your Workload Regularly
  At the end of each shift, glance over pending tickets. This keeps you prepared for what’s next.

12. Active Listening (Listen, Don’t Just Hear)

Active listening means focusing completely on what the customer says and understanding their issue beyond words, which builds trust and ensures the problem is fully understood and resolved.

How to Improve Listening Skills:

• Paraphrase and Confirm
  After the customer explains their issue, summarize it in your own words: “So, if I understand correctly, you’re experiencing X when trying to do Y?” This clears up any misunderstandings.
  
• Limit Distractions
  Avoid multitasking during conversations. Give the customer your undivided attention to catch important details.

Here’s a tip shared by a Reddit user:

• Ask Clarifying Questions
  If something is unclear, don’t hesitate to ask: “Can you walk me through what happened before the issue occurred?” You’re Not Listening by Kate Murphy can help you with deeper insights into making customers feel truly understood.

13. Tech-Savviness

Tech-savviness helps you stay sharp with tools and systems that make your job easier and faster. Make it a practice not just to know the basics but to explore every feature to its fullest.

Efficient use of tools can drastically reduce response times and improve customer experiences.

How to Improve Your Tech Skills:

• Take Free Online Tutorials
  Platforms like YouTube offer step-by-step guides for popular tools. Block an hour or two on your calendar every week to learn shortcuts and features you might not be using. For instance, Hiver has an entire series of how-to guides.
  
  https://www.youtube.com/watch?v=LG9V_PmWmds
  
• Experiment with New Features
  Don’t just stick to what you know. For example, if your ticketing system offers canned responses, set them up for common queries to save time.
  
• Stay Updated
  Follow tech blogs or communities like Stack Overflow and Reddit’s r/TechSupport to learn about updates or tips for the tools you use daily.

14. Customer-Centric Mindset

A customer-centric mindset means putting your customers’ needs at the center of everything you do. Going the extra mile can turn a one-time interaction into lasting trust. After all, satisfied customers become loyal advocates for your brand. 

How to Build a Customer-First Approach:

• Anticipate Future Needs
  • Think beyond solving the immediate issue by identifying potential future challenges and proactively addressing them. If a customer requests a refund for product damage, offer them guidance on preventing similar issues (e.g., proper product use or care tips). 
    
• Make It Personal and Enjoyable
  • Engage with customers beyond the transaction to create memorable experiences. A Reddit user shared their interaction with Nintendo’s support team.

A customer-centric mindset means putting your customers’ needs at the center of everything you do. Going the extra mile can turn a one-time interaction into lasting trust. After all, satisfied customers become loyal advocates for your brand. 

How to Build a Customer-First Approach:

• Anticipate Future Needs
  • Think beyond solving the immediate issue by identifying potential future challenges and proactively addressing them. If a customer requests a refund for product damage, offer them guidance on preventing similar issues (e.g., proper product use or care tips). 
• Make It Personal and Enjoyable
  • Engage with customers beyond the transaction to create memorable experiences. A Reddit user shared their interaction with Nintendo’s support team.

Adding such thoughtful touches to the support process turned a routine replacement request into a delightful experience.

• Seek Feedback Actively
  Use short, targeted surveys or follow-up emails to ask customers about their experience. Keep it simple yet specific to encourage responses. A survey with one question like, “How satisfied are you with our response? (1-5)” is easy to complete and provides actionable data.

15. Emotional Intelligence (EQ)

Emotional intelligence is about understanding emotions (both yours and the customer’s) and using that understanding to manage interactions effectively. High EQ helps you handle challenging situations with professionalism and empathy, turning potential conflicts into positive outcomes.

Here’s a helpful reminder from a Reddit user: 

How to Develop Emotional Intelligence:

• Pause Before Reacting
  When dealing with negativity, take a deep breath and respond thoughtfully. For instance, instead of snapping at an upset customer, calmly acknowledge their frustration: “I understand this has been frustrating for you.”
  
• Recognize Emotional Triggers
  Identify situations that test your patience and develop strategies for handling them. For example, if repeated queries frustrate you, prepare scripts to avoid getting flustered.
  
• Build Empathy Through Active Listening
  Try to see the issue from the customer’s perspective. Ask yourself, “How would I feel in their shoes?”

How Hiver Supports Your Customer Service Skills and Traits

Even the best traits can be amplified with the right tools. Hiver, an AI-powered customer support platform, integrates seamlessly with your workflow and empowers teams to embody these traits more effectively. 

Here’s how Hiver transforms your customer support strategy:

1. Multi-channel support

Hiver converts Gmail and Outlook into a collaborative workspace for customer support teams. With its intuitive and user-friendly interface, the platform brings all customer interactions across multiple channels – email, chat, WhatsApp, and phone – into one dashboard. From here, tickets can be assigned to support staff, and tracked till the point of resolution.

2. SLA-Based Reminders

Hiver’s SLA features allow teams to set precise response and resolution deadlines for every ticket. Automated reminders and status indicators help prioritize tasks based on urgency and importance. You can ensure that high-priority tickets are resolved on time, maintaining customer trust.

3. Tags and Categories

Organize and categorize tickets using customizable tags like “Urgent,” “Billing,” or “Tech Support.” These tags can be filtered for quick retrieval, ensuring agents find related tickets easily. Quick categorization lets agents prioritize and focus on key customer issues.

4. Knowledge Base Integration

Hiver includes an integrated Knowledge Base that lets customers search for solutions to common problems independently. This self-service tool reduces the burden on agents and empowers customers to find answers anytime.

5. Email Notes for Internal Collaboration

Hiver’s Email Notes make teamwork easy. Add private notes to emails that only your team can see. Use @mentions to tag teammates and ask for quick help, like “Check with IT if unresolved by EOD.”

It keeps conversations clear, organized, and clutter-free—so that your team can work together effortlessly.

6. Analytics and Reports

Hiver’s robust analytics provide detailed insights into how your team is doing. You can track response time, resolution speed, ticket volumes, and individual performances.

When you spot delays and find areas to improve, you can reassign work and make the workflow smoother. 

7. Collision Alerts

Hiver prevents duplicated efforts by detecting when multiple agents are working on the same ticket. A real-time pop-up alerts agents, ensuring they coordinate their efforts.

This ensures everyone stays on the same page and avoids overlapping efforts so your team can respond faster and smarter.

Take the Next Step to Improved Customer Support

Building traits like empathy, resilience, and problem-solving is key to great customer ticket management. These qualities help resolve issues and turn interactions into lasting, positive experiences.

But even the best traits need to be backed by the right technology.

With features like shared inboxes, SLA tracking, collision detection, and a built-in knowledge base, Hiver helps your team work more efficiently. And since it works directly within Gmail and Outlook, there’s no steep learning curve.

Give Hiver a try today – it’s free!

*68% of customers will spend more money