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A customer self-service portal is a platform that enables organizations to deliver customer help on a large scale by allowing consumers to solve their own problems rather than depending on direct engagement with a customer care representative.

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Why work hard when you can work smart

An automated ticketing system is a software that streamlines and automates all the workflows to save time. It reduces repetitive tasks with the help of AI and ML and speeds up the resolution process. Automated ticket assignments, canned responses, and AI-powered chatbots aim to reduce the workload and eliminate manual errors for a seamless customer experience.


Benefits you enjoy!

An automated ticket management system brings a lot of benefits to your agents and customers.


  • Reduces operational costs
  • Improved agent productivity
  • Faster and better resolution
  • Seamless customer experience
  • Eliminates human error- More reliability
  • Personalized customer service

Dive into the magic behind Kapture’s Automated Ticketing System


Kapture is here to ease your agent’s life with the help of Artificial Intelligence and Machine Learning. Repetitive tasks that Kapture automates and saves time are-



  • Automatic customer greetings
  • Collection of information
  • Account verification
  • Troubleshooting basic tasks
  • Automated ticket escalation
  • Auto-tagging and prioritizing tickets
  • Collecting feedbacks

It automates simple, repetitive inquiries, freeing up your team's time to focus on more complicated tasks. Provides clients with the knowledge they require to fix issues on their own since shorter response times result in happier customers.



Repetitive tasks reduced by Automated Ticketing System


Reduce the repetitive tasks to increase your agent’s productivity and save their time. Here is a list of features that are part of an automated ticketing system.



  • Knowledge Base or FAQs
  • Canned responses
  • IVR(Interactive Voice Response)
  • AI chatbot
  • Automated ticket assignment
  • Automated reporting and analysis

Kapture features that ease your agent’s tasks


Implement Kapture as your Automated Ticketing System and let it take over all your agent’s simple tasks.



  • Automated ticket filtering
  • Smart ticket assignment
  • Automated responses
  • Agent Assistance Window
  • Robust Knowledge Management System
  • Customized and automated reporting


More reasons to Choose Kapture


Simple and easy to use

We understand that not every person is a tech expert so we have kept it simple and easy for you.


Intelligent and contextual system

Provides the most accurate contextually intelligent resolutions for a seamless customer experience.


Side conversations

Start a conversation with a third party about a customer’s issue without leaving the platform.



Dedicated account managers

To take down all your queries and provide a seamless customer experience from our end.


Single Sign-on

Say no to the toggling windows as we bring all other platforms to a unified system with our powerful and seamless integrations.


Multilingual chat

An in-build language translator for your agents to communicate with the customers in their preferred language for a personalized customer experience.



Kapture- Your go to automated ticketing system


Integrations

Seamless plug and play integration for smooth automated customer service.


No code low code

No technical skills are needed to customize your bot workflow by yourself.


AI, ML, and Natural Language Processing

Combination of the latest technology for best automation.



1000+ enterprise customers globally love Kapture

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1000+ enterprise customers globally love Kapture

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FAQs

Question

Why is an automated ticketing system important for better customer service?

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Automated ticketing system brings in all pros like speed, convenience, and self-help required for providing superior customer service on a unified platform.

Speed- Being a quick troubleshooter is something that the 21st-century demands may it be for getting groceries or getting problems resolved after getting them. Quick responses from the brands are essential for delivering a superior service. Fast responses and resolutions using the automation software also give you an edge over competitors.

Convenience-Keeping yourself easily available helps in winning customers’ hearts. When customers get quick and accurate resolutions creates a sense of loyalty among customers.

Customer service automation platforms can integrate with all channels and create automated responses to every query coming from different channels.

It automates all the channels to provide quick resolutions across all channels.

Self-help-Many customers prefer self-serve as it provides quick resolution. Automation allows the customers to help themselves. Automation can be used to guide the customers towards the most accurate resolution possible. The perfect resolution is delivered only after analyzing the past customer data and the knowledge base. This saves time for both the customers and the agents.

Question

What are the benefits of an automated ticketing system?

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Automations have a lot of positive effects on your customer support. It helps in speeding up the resolution process to deliver a superior customer experience. Let's explore some of the benefits that you get after implementing automation into customer service.

1. Reduces operational costs

Automation helps in reducing repetitive and easy tasks, hence saving a lot of agents’ time and increasing their productivity. Agents can handle more tickets.

Customer service automation can assist firms in raising service standards without the need for additional agents. While having the appropriate people is still important, they are expensive to hire and train, and this process eventually pushes other team members to spend time away from their work.

2. Improved agent productivity

When automated processes continue to deal with minor difficulties and handle simple client inquiries with pre-programmed responses, it will be simpler for agents to deal with larger concerns and therefore boost their productivity.

Using the automated ticket routing system, incoming inquiries will be sent to the most qualified individual for the task, saving you time and resources. Canned responses can be used by the agents to reply to customers quickly.

Kapture comes with an AI assistant that reads the query and provides the most accurate resolution based on the knowledge base and past customer data.

3. Faster resolutions

Automation and integrations reduce the Turnaround Time (TAT) by up to 40% by automating repetitive tasks and directing all queries to a unified platform. That way, customers won't have to wait as long for you to address their problems and difficulties.

The primary goal of automated customer assistance is to provide basic customer service. It also gives clients the option of self-service by giving them brief prompts and alternatives to pre-defined solutions to common situations.

With natural language processing and machine learning, Kapture's chatbot can learn to recognize intent more accurately over time and handle more complicated requests later on.

4. Eliminates human error

Making mistakes is fundamental to human beings. Humans may miss out on queries and forget to resolve them. Automation can help your agents remind the missed queries.

Customer service automation enables you to offer a more responsive and dependable level of service. While many consumers remain skeptical about automated assistants, automation gives a constant and dependable level of customer support.

Parts of customer service can be automated to help eliminate errors and save the organization money.

4. Eliminates human error

A seamless and fast resolution process brings a broad smile to the customer’s face. Elimination of wait time, fast resolution, and well-informed agents are something that enhances the customer experience for the customers.

Centralizing all your data gives faster access to customer data. Automated surveys can assist in determining where your service is failing and improving it.

Automated surveys can assist in determining where your service is failing.

Question

Why is an automated ticketing system important for better customer service?

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Automated customer service brings in all pros like speed, convenience, and self-help required for providing superior customer service on a unified platform.

Speed- Being a quick troubleshooter is something that the 21st-century demands may it be for getting groceries or getting problems resolved after getting them. Quick responses from the brands are essential for delivering a superior service. Fast responses and resolutions using the automation software also give you an edge over competitors.

Convenience-Keeping yourself easily available helps in winning customers’ hearts. When customers get quick and accurate resolutions create a sense of loyalty among customers.

Customer service automation platforms can integrate with all channels and create automated responses to every query coming from different channels.

It automates all the channels to provide quick resolutions across all channels.

Self-help-Many customers prefer self-serve as it provides quick resolution. Automation allows the customers to help themselves. Automation can be used to guide the customers towards the most accurate resolution possible. The perfect resolution is delivered only after analyzing the past customer data and the knowledge base. This saves time for both the customers and the agents.

Question

How to choose the right Automated Ticketing System?

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Here is the list of criteria that should tick in while you are looking for an Automated Ticketing System.

1. Comes with all the basic and useful features

2. Budget-friendly

3. Scales easily with your business

4. Plug and play seamless integrations

5. Fast and hassle-free implementation process

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