Workflows
Map your processes in the application. Create multiple workflows for different teams. Manage the end to end resolution of issues by pre defining the process flows across teams of your organisation.
Dynamic ticket types
Every customer issue or request is unique. Predefine multiple ticket types and the relevant information that needs to be captured under each type. This helps ensure that your team is empowered to provide a quick resolution.
Multi channel
Tickets helps businesses to track every customer query or requests till it is resolved. Create tickets across your channel of communication. Improve your customer experience by ensuring timely resolution to customer queries.
Priority
Set up the priority based on different issue types. Automate priority setting based on the intent identification. SLA based on priority ensures customer satisfaction by addressing the critical issues faster.
SLA Management
Create multiple service levels based on ticket types. Define escalation mechanism to ensure the right team members are intimated on time about any possible slip ups. Define timelines at every stage of your workflow to ensure timely resolutions.
Insights and reports
Get insights on the ticket traffic and the process performance. Visibility on the overall team performance as well as granular details of individual productivity. Track and measure all critical business metrics like the service levels to ensure customer satisfaction.
