Support and ticketing
Module
Support and ticketing
Streamline Customer Support with
Our Advanced Ticketing System
Our module offers a robust set of features to handle customer inquiries, track support tickets, and improve overall service quality.
- Ticket Management
- Ticket Tracking and Resolution
- SLA Management
Key Features:
Welcome to the Support and Ticketing Module of our Cloud-based ERP system—a powerful solution designed to enhance your customer service operations, manage support requests efficiently, and ensure timely resolutions. Our module offers a robust set of features to handle customer inquiries, track support tickets, and improve overall service quality.
- Centralized Ticketing System: Manage all customer support requests in one place with a comprehensive ticketing system that captures, categorizes, and assigns tickets based on urgency and priority.
- Automated Ticket Creation: Automatically generate tickets from customer emails, web forms, or phone calls to ensure no request goes unaddressed.
- Omnichannel Integration: Capture support requests from various channels, including email, chat, social media, and phone, and consolidate them into a unified ticketing system.
- Channel-Specific Routing: Route tickets based on the channel they originate from, ensuring they are handled by the appropriate support team or agent.
- Real-Time Tracking: Monitor the status of each ticket in real-time, with updates on progress, assigned agents, and resolution timelines.
- Resolution Workflow: Define and automate resolution workflows to ensure timely and consistent handling of support requests, from initial response to final resolution.
- Self-Service Portal: Provide customers with access to a self-service portal where they can search for solutions, access FAQs, and view troubleshooting guides.
- Knowledge Base Articles: Create and maintain a comprehensive knowledge base with articles, how-tos, and best practices to empower customers and reduce support ticket volume.
- Service Level Agreements (SLAs): Define and enforce SLAs for response and resolution times to ensure support teams meet customer expectations.
- Automated Alerts: Receive automated alerts and notifications when SLAs are at risk of being breached, allowing for proactive management and intervention.
- Real-Time Dashboards: Access real-time dashboards and analytics to track key performance metrics such as ticket volume, resolution times, and customer satisfaction.
- Custom Reports: Generate detailed reports on support activities, ticket trends, and agent performance with customizable templates and filters.
- Internal Notes and Comments: Allow support agents to collaborate and share internal notes or comments within tickets to facilitate teamwork and information sharing.
- Customer Communication History: Maintain a complete history of customer interactions and communication within each ticket to ensure continuity and context.
- Feedback Surveys: Send automated surveys to customers after ticket resolution to gather feedback on their support experience and identify areas for improvement.
- Satisfaction Metrics: Track and analyze customer satisfaction scores to assess support performance and enhance service quality.
- Unified Customer View: Integrate with your CRM system to provide a unified view of customer interactions, including support requests, purchase history, and contact details.
- Cross-Functional Coordination: Coordinate with sales and other departments to ensure a seamless customer experience across all touchpoints.
- Secure Ticketing: Protect sensitive customer data and support information with advanced security features, including encryption, access controls, and regular backups.
Why Choose Our Support and Ticketing Module?
- Enhanced Support Efficiency: Streamline support operations with automated workflows, real-time tracking, and multi-channel integration for faster and more effective issue resolution.
- Improved Customer Satisfaction: Deliver superior customer service with timely responses, accurate resolutions, and easy access to support resources.
- Cloud-Based Accessibility: Access your support and ticketing system from anywhere with our secure cloud-based solution, ensuring you’re always connected to your support team and customers.