Ticket Management
Ticket management features collectively contribute to an efficient and organized support system, allowing support teams to address user inquiries, issues, and requests in a systematic and timely manner.
Streamline support effortlessly with Manual Ticket Creation
Manual ticket creation is a direct way for users to communicate their needs to the support team. Users can manually create tickets to report issues, seek assistance, or make requests. On the other hand, ticket creation via email streamlines the process for users who prefer email communication. Tickets can be created automatically from emails sent to a designated support email address.
Categorization of support requests with intuitive Ticket Tagging
Tags can be added to tickets to categorize and organize them based on topics, priority levels, or other criteria. Tagging (single or multiple) enhances the ability to filter and search for specific types of tickets.
Seamless communication within the support team using the integrated ticket notes and comments
Support agents can add internal notes for context or updates that are not visible to end users or customers. Comments on tickets allow communication between support agents and customers directly within the ticket interface.
Boost response efficiency and consistency with Personalized and Shared Canned Responses
Canned responses are pre-written replies to common inquiries or issues that support agents can use to respond quickly and consistently. Personal canned responses provide agents with autonomy and flexibility in managing their responses, while shared canned responses ensure consistency, compliance, and efficiency across the entire support team.
Effortlessly track and manage ticket progress with our intuitive Ticket Status management system
A feature that helps in tracking and managing the lifecycle of each ticket. Effective ticket status management ensures that support teams can monitor and prioritize their workload, and it provides transparency to users regarding the progress of their requests.
Effortlessly navigate through the complete lifecycle of tickets with robust Ticket History management
Access to the ticket history is crucial for support agents to understand the context of a ticket and for customers to track the progress of their requests from their creation to their resolution. This comprehensive log provides a transparent and detailed account of the ticket's journey, facilitating effective communication, accountability, and analysis.
Simplify customer interactions and support workflows with seamless Contact Management
Contact management within a ticket management system involves the organized handling of customer or user information associated with support tickets. It ensures that support agents have access to accurate and relevant details about the individuals raising the tickets.
Gain instant insights and control over support operations with a dynamic and user-friendly Ticket Dashboard
A well-designed agent ticket dashboard is essential for enhancing productivity, improving response times, and delivering exceptional customer support. It provides support agents with the tools and insights needed to efficiently manage their ongoing tasks, priorities, responses, and performance metrics within a ticket management system with a centralized and visualised overview.
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