gevinsttech
Joined - March 2025
An Advanced Ticketing System is a powerful tool for managing customer support, issue tracking, and service requests efficiently.
Multi-Channel Ticket Creation – Support tickets can be generated via email, live chat, phone calls, social media, and web portals.
Automated Ticket Assignment – AI-powered or rule-based ticket routing ensures tickets are assigned to the right agent or department.
SLA Management – Service Level Agreements (SLAs) help track response and resolution times to ensure timely support.
Customizable Workflows – Users can define ticket escalation rules, automated responses, and approval processes.
Real-Time Notifications & Alerts – Email, SMS, or push notifications keep users and agents informed about ticket status changes.
Self-Service Portal & Knowledge Base – Customers can find answers through FAQs, articles, and community forums before raising a ticket.
Collaboration Tools – Internal notes, chat, and shared ticket handling allow multiple agents to collaborate on resolving issues.
Advanced Reporting & Analytics – Dashboards provide insights into agent performance, ticket trends, and customer satisfaction.
Third-Party Integrations – Connect with CRM, ERP, payment gateways, and communication tools like Slack and Microsoft Teams.
Mobile App Support – Agents can manage and respond to tickets on the go using a dedicated mobile application.
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