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.