A ticket management software is a unique dashboard that solves the problem of enterprises having to manage a large number of support tickets. There are two specific aspects of enterprise ticketing which a crm ticketing system provides solutions to:
Sail through your customer queries with ease through Kapture’s powerful ticketing dashboard. Manage a large number of tickets across multiple channels by integrating all communication channels at one place, all simplified with Kapture’s seamless integration.
Label tickets (High, Medium, and Low) and take immediate action based on the priority.
Know your customers before you start a conversation. View your consumers’ past interaction, history, their preferences, and much more through Kapture’s smart ticketing software. This helps you know your customers resulting in more engaging and meaningful conversations.
Track the progress of your tickets right from the moment it is generated. Instantly know if an individual ticket is pending, assigned or resolved.
Easily reassign the enquires if required and ensure that the conversation flow is never interrupted. Auto-assign complex queries to team experts through smart filters. For instance, tickets that contain keywords like ‘not working’ can be automatically assigned to service team experts. Auto-assigning the tickets will ensure a faster ticket resolution.
Add a cherishable experience to your customer conversations. Automatically convert your customer queries into tickets and keep your customer base organized with the relevant information accessible anytime.
Kapture’s ticketing system enables you to set automated responses to common queries. Set pre-defined templates as your response templates and focus on what’s important while ensuring that your other customers don’t go unattended.
Set response time and create different levels of escalations via escalation matrix. When a ticket is generated and not attended in the specified time, then the matter will be automatically escalated according to the matrix. This will help and ensure that no ticket is unattended.
Dig deeper with Kapture’s reporting system and get meaningful insights of your agents’ performance. Choose from 500+ formats and get detailed reports.
The ticket reporting system enables you to view key performance metrics and create reports to set data-driven goals. The summary generated in the report makes it easy for you to understand your agents and get down to what’s important.
Managing a large number of tickets can be hard and tedious, a smart ticket management system does just that. It consolidates tickets from various sources, integrates multiple communication channels and classifies them into categories of priority so that agents can strategize and work accordingly.