Ticket Support Systems

Different user level access to the ticket support system:- Administrators: have full access and control over the options, tickets and the role assignment options.

Our online support system allows administrators to create multiple departments and assign specific support agents to handle tickets. Customers can select the relevant department, such as technical or sales, through a dropdown menu when submitting a ticket. Administrators can assign or reassign agents to tickets directly from the backend.

Email notification is sent to the ticket system administrator when new ticket has been posted. Email is sent also to the customer to notify that ticket has been replied.

A unique ticket ID is assigned to each ticket. Client can use the ticket ID to open the communication page to post new questions on the topic and see all admin replies.

Administrators can edit the available ticket statuses or add new ones, and set the auto status update options.

Help desk system administrators can monitor the activities of all designated support staff. They can track communication between agents and customers, review ticket ratings, generate detailed reports, and analyse performance data. Team managers can also organise workflows, edit messages, and respond to tickets directly when required.

The system automatically updates the ticket status whenever a support agent or customer responds. It also sends automated email notifications to keep both parties informed throughout the conversation. This help desk platform enables businesses to manage customer inquiries efficiently, streamline support operations, and maintain a well-organised workflow for handling requests.

Ticket Support system administrators can allow or disallow file to be upload along with the customer support request.

Customers can request an email-reminder with their ticket ID in case they have forgotten it. We can also add an extra SMS reminder functionality to the system.