Ticketing System

Customers can create tickets by submitting their inquiries, issues, or service requests through various channels such as email, web forms, or a self-service portal. The ticket includes details such as the customer’s contact information, description of the problem, and any relevant attachments.

Each ticket is assigned a unique identifier, and the ticketing system tracks its status, progress, and history. It allows support agents or stakeholders to view and update the ticket’s status, add notes, assign it to specific teams or individuals, and set priorities.

Ticketing systems often include workflow automation features, enabling predefined processes or actions to occur automatically. For example, routing tickets to the appropriate department, escalating urgent issues, or sending automated notifications to customers or agents.

Ticketing systems facilitate communication and collaboration among support agents, teams, and customers. Agents can exchange messages or notes within the ticket, ensuring a clear and documented conversation history. Customers can also receive updates on their tickets’ progress.

Ticketing systems may include SLA management features to ensure timely resolution of customer issues. SLAs define response times, resolution targets, and other performance indicators. The system can track and escalate tickets based on SLA parameters.

Integration with a knowledge base or a knowledge management system allows support agents to access relevant articles, guides, or solutions while working on tickets. This helps in providing accurate and consistent information to customers and resolving issues efficiently.

Ticketing systems provide reporting and analytics capabilities to track key performance metrics. It allows businesses to measure response times, ticket resolution rates, customer satisfaction, and other relevant data for performance evaluation and continuous improvement.

Remember that contact management is about more than just storing information. It’s about understanding our customers, personalizing interactions, improving our sales and marketing efforts, and enhancing customer relationships.

The Telsip ticketing system includes a reminder feature that proactively alerts agents about open or on-hold tickets that require follow-up action. This helps ensure no customer issues fall through the cracks and that agents stay on top of pending ticket resolutions.