Support Ticket System
Post sales support is what which decides the success of any organization. In recent times when internet has shaped itself as necessity from being regarded as luxury a few years ago, people have started expecting organizations to provide online support as an indispensable package along with their products and services. People expect organizations to provide a robust, user friendly and effective online system to raise inquiries, complements and complaints. They find it quite convenient for themselves to have a history of their communication on any matter with organization at one place. This not only establishes the credibility of organization but also acts as a solid medium to generate quantifiable strategic support performance data which organization uses to improve their services and customer experience.
What Our Solution Offers
Customized Data Collection
- Customize the data collected from users
- Custom lists of data to add to each ticket
- Custom Fields/Forms/Lists for help tickets
- Configured as best suits your business needs
Ticket Filters
- Rules to route tickets to the right members
- Automate the creation and routing of tickets
- Set actions such as ticket rejection
- Send a canned response!
Collision Avoidance & Auto-Responder
- Ticket locking to avoid conflicting or dual responses
- Set the amount of time the lock remains on a ticket.
- Configurable automatic reply on a new ticket
- Customized and dynamic auto responses
Internal Notes & SLA
- Add internal notes to tickets for staff
- Logs show events or actions taken on tickets
- SLA Plans allow you to track tickets
- Get alerts and notices on missed due dates
Rich Text HTML
- Rich text markup in staff replies and internal notes
- Auto-Response templates also contain the rich text
- Brand your help desk by adding your logo
- Pictures as well as video can be added
Help Topics
- Configurable help topics for web tickets
- Route inquiries without exposing internal departments
- Defined priorities which is transparent to users
- Customized forms for specific help topics
Assign and Transfer
- Transfer tickets between departments
- Assign tickets to a staff or to a team
- Re-assign tickets to different staff or a team
- Transfers & assignment notes logged as internal notes
Customer Portal & Reports
- All support requests and responses are archived online
- User can login using email and ticket ID
- Reports provide at a glance view at the performance
- Download and export ticket detail