Contact Center Ticketing system
Automatically create a ticket for each inquiry and interaction with the customer in one unified interface.
Arrange workflows quickly
Receiving customer inquiry
Any customer inquiry from call, video call, SMS, live chat, Facebook, Zalo… would be immediately logged as a ticket, classified, and then assigned to the agent in charge.
Customer information management
During the interaction with the customer, agents can take notes, check information, and service history to quickly learn about that customer to help provide the best services.
Reports and tracking tools for management
Our solution offers complete and detailed reports on ticketing metrics (SLA ticket supporting speed) to assist tracking of workflows and agent productivity.
Ticketing system features
Create tickets
Automatically create a ticket whenever an agent receives an outbound/inbound call, receive email/live-chat, SMS, and other interaction in Social networks (Facebook, Zalo...).
Assign tickets
Assign an agent and supervisor for the customer ticket.
Categorize and prioritize tickets
Allows categorizing and prioritizing of tickets by importance and status.
Dynamic information field
Admins can modify, add, or remove ticket information (name, age, sex, address…).
Service Level Agreement (SLA)
Reports on SLA ticket resolving rate.
Trigger and Automation
Set up a Trigger and Automation to automate processes, reduce manual/repetitive activities (automatic mail reply, task notification, ticket updates…).
Customer satisfaction survey
Evaluate customer satisfaction through a survey (email or autocall).
Macro
Provide canned responses and preset actions that allow agents to apply as needed.