Ticketing System
The Ticketing System is a cornerstone of the customer support approach, designed to provide a structured and efficient way of managing and resolving customer issues.
Customizable Ticket Fields: We understand that different issues require different information. Our system allows you to create custom fields in tickets, ensuring that customers provide all the relevant details from the start.
Automated Ticket Routing: Our smart routing algorithm directs tickets to the most suitable support agents based on their skills and workload. This minimizes response times and enhances issue resolution efficiency.
SLA Management: Service Level Agreements (SLAs) are crucial in maintaining high-quality support. Our system lets you define SLAs for various issue types and priorities, ensuring that tickets are addressed within the specified timeframes.
Collaborative Resolution: Agents can collaborate within the ticket thread, seeking input from colleagues or even involving higher-level experts to arrive at the best solution.
Customer Self-Service: Our Ticketing System includes a customer portal where users can track their tickets, view updates, and find solutions to common issues through a knowledge base.
Tickets Dashboard explained.
- Marked 1: Associated tabs, each tab displays tickets in the specific category. At the same time, each tab shows the total number of tickets in the particular category.
- Marked 2: Shows the summary of all the tickets from all categories.
- Marked 3: Shows the total number of tickets that are currently opened
- Marked 4: Shows the total number of tickets that have been either worked on and now closed or for some reason the tickets were closed.