Ticketing System Software
Unified customer support to improvise your service quality
Ticketing System Solution Overview
Call Center Ticketing system offers a seamless and proactive way of tracking and monitoring communications with individual clients. It stacks all conversations in one place thus allowing advisors to act on the most urgent tickets.
Topaz provides out-of-the-box ticketing solutions that act as a repository for all customer’s requests. Agents from their helpdesks can tap on this query handler to respond to queries based on their urgency, time, and value.
Ticketing software converges all communication channels into a single place. Whether requests are from emails, social media handles or the website’s chat system, ticketing solution organizes them for easy access. The Topaz ticketing solution permits CTI integration thus it effortlessly works with IVR, ACD, auto diallers and CRM systems.
Conversational customer service is the way of the future.
Take The Complexity Out Of Customer Service
Automated prioritization of tickets
A ticket management system enables you to choose and prioritize support tickets requiring rapid attention. It enables you to automate repetitive tasks including routing requests, updating the status of tickets across the lifecycle. Ticket prioritization can be performed based on the grid constructed on the basis of certain attributes such as severity, status, type, company name, and more.
Create your own set of business rules
Create your own workflows by defining business rules to automate support ticket assignment. An advanced support ticketing system software allows you to filter and allocate the tickets to the right agents depending on the routing rules that your business has set up. You can create workflows based on different parameters such as location, language, or the subject line of their email, and resolve customer issues faster.
Keep effort from being duplicated
Ticketing System will send notifications or screen-pop to the agents whenever there’s another agent is viewing or typing a response on the same ticket. The agent can then swiftly go on to other tickets without having to waste time doing the repetitive work.
Adhere to timelines and SLAs
Ticketing system by Topaz allows you to define service level agreements (SLAs) for the time which agents should respond and resolve tickets. Business can enable automatic reminders for agents or escalate issues to managers whenever the SLAs are not met.
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Benefits of Ticketing System
Features of Ticketing System
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