Ticketing System
Enriched user experience and hassle-free ticketing process made possible through automated ticketing systems.
Be it event or support ticketing, we provide a comprehensive solution to organizing, managing, and maintaining a high volume of information. We cater to all the ticketing requirements, help event organizers set up events, and assist the attendees in purchasing, from buying the tickets for the events to receiving access to the event.
Our support ticketing automates and simplifies the resolution of customer support queries and issues. Through the dashboard, our customer service representatives easily access the ticketing data and manage the tickets through their entire lifecycle. The customer portal enables users to check the status or track the progress of their support requests. The ticketing system triggers updates as the issue is resolved and communicates with the customers.
High-Level Features
- Effortless creation and management: Easy creation and management of tickets are possible, which includes assigning ticket types, adding the ticket descriptions, and setting the status of the tickets.
- Real-time ticket tracking: The ticketing system provides real-time tracking of tickets from creation to resolution.
- Easy ticket assignment: Tickets are assigned to appropriate departments and agents in a simplified way.
- Communication tools: Tools that facilitate swift resolution and efficient communication are utilized by the ticketing system, which includes chat or email.
- Report generation and analytics: The generation of reports and analytics is possible with the ticketing system that helps monitor performance and identify improvement areas.
- Integration with other systems: The ticketing system can be integrated with other systems like payment processing or customer relationship management (CRM) systems to provide a seamless user experience.
Features in detail
- The data procured from users can be customized when submitting a ticket, ensuring prompt action.
- Based on the custom criteria specified by the user, a custom queue can be derived, which is a view of the tickets.
- Ticket filters automate the creation and routing of tickets. They define rules to route the tickets to the right department and agents. Moreover, they also trigger actions.
- Configurable help topics for web tickets allow routing inquiries to exactly the right department for a swift resolution.
- Avoidance of conflicting or dual responses to the tickets is possible through a ticket-locking mechanism that prevents collision.
- Auto-assigning and re-assigning the tickets to a particular department are attainable. Tickets can be referred to maintain view-only access when transferred or assigned to a department or agent.
- Customizable auto-responses that are configurable when a new ticket is opened or a message is received.
- The capability to create a new ticket from a ticket’s thread entry while keeping them in the original ticketing thread.
- Hassle-free tracking of tickets and due dates, along with priority escalation, is provided with the help of Service Level Agreements or SLAs.
- The customer portal gives its users the convenience of accessing the tickets associated with their accounts. They can register and log in with their email IDs and find the archived support requests and responses online.
- Advanced Ticket Search allows the agents to save the search criteria whose results can be populated in their queues and exported to a CSV file.
- Tasks that are either stand-alone or associated with the tickets can be created as an internal to-do list for the agents.
Benefits
- The ticketing system provides a streamlined procedure from creation to resolution. Thereby providing a user-enriched experience.
- It ensures faster action and lesser resolution time of the tickets with its tools and features. It improves the customer relationship through the process.
- Automation of ticketing enhances the efficiency and productivity of customer service executives. It assists in faster resolution of the tickets and helps reduce the customers’ waiting time.