Want to follow up the processing of your internal and external resquests efficiently? Want to track the resolution of issues raised by your customers? The 'Ticketing' module is the ideal follow-up tool for customer support activities.
Define which group of users should be assigned a specific type of ticket. For instance, you may want to select the 'Billing' type for tickets that deal with customer billing issues, since only the 'Accounting' group would be available. This way, no need to worry anymore about which department should be assigned a specific ticket.
Always be notified
Choose to be notified when a ticket of a specific type is opened or closed, as well as when there are changes in these tickets. In addition, you can track a specific ticket, such as a major customer issue, in order to follow the progress of the ticket until the problem gets solved.
Create a ticket sorted by type, link it to a group of users, assign it to one or more people, add comments for any updates, enter the time taken for processing...
Keep track of your customer requests
A customer experiences an issue and contacts your company to find a solution
A co-worker takes note of the interaction with the customer and his conclusions
The issue is solved and the ticket is closed (but never automatically deleted)
