What is Help Desk Ticketing System?
Help desk ticketing system or Ticket management software is a centralised help desk software to manage all customer request at one place. It consists of two portals one for staff and second for customers or end users. The end users submit their issue or request and the system creates a ticket with a unique id called as ticket hash.
Further, Staff members can respond to a ticket and work on it to resolve the issue. Customers can track the staff’s reply and ticket solutions.
The ticket management software can also parse emails using POP3 / IMAP / PIPING methods and convert the emails in to a ticket, Staff members can categorise and prioritise tickets and assign them to the right staff agent in your organisation.
Robust Ticketing Software
Help Desk Ticketing System Automation
Automate tickets flow using workflow rules, define actions based on events and criteria.
Ticketing System With Shared Inbox
Email has a limitation its a one to one communication, where as in help desk system every ticket has a ticket hash using that you can track whole communication of staff agents with your customers. everyone in team is on one page.
Multi Channel
Convert email, phone, chat, facebook, twitter, and web requests into tickets and keep them organized at one team inbox. Get a graphical statistics to know which channel your customers use more to comminicate with you.
Internal Ticket
There is time when we wish to simply create a ticket without linking it with any customer and nor we want to send out any email – internal ticket is your perfect choice. Just like regular tickets other staff members can respond to it and get certain task accomplished.
Agent Collision Detection
While solving tickets there is every chance that two or more staff agents end up replying to same ticket which may look bad from customers point of view. With Vision Helpdesk staff can lock tickets they are working on thus others see the lock and thus avoids multiple replies.
Time Tracking
Staff can note the time spent while solving tickets using timer available on ticket they are working, Add a billing note to ticket with time spent and billable time. Download time tracking report per client and per department with in given duration.
