Full Spectrum Support Tickets - Trouble Ticket System

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TROUBLE TICKET SYSTEM

Trouble Ticket Software – Customer Service Software solution

Efficiently track, route and resolve issues with Full Spectrum ticket management. Powered by a flexible workflow engine, Ticket can be customized to the unique needs of your organization. Whether you require your system to allow support reps to track the status and manage the progress of every trouble ticket, or a customer service solution that allows your end users to submit and track their own support requests through the support portal, Trouble ticket software can meet your needs. Ticket can be found in all Editions of Full Spectrum Help Desk Software.

Solutions

	Simplify complex support processes quickly
	Track issues to ensure resolution in the appropriate amount of time
	Review closed ticket to monitor the effectiveness of your team
	Improve communication with your customers

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Key Features

Ticket Workflow Management- offers flexibility and automation to specify ticket routing for your business needs.

	Create ticket escalation and rules based on any ticket type or date criteria. Use these rules to automatically assign tickets to team members.
	Automated notifications inform managers when cases are not resolved within the defined limits.
	Flexible and robust ticket search options
	Ability to respond to an individual from any ticket at any time
	Method to include the ticket’s history in any response with a click of a button
	Assignment of tickets to other users for their immediate attention
	Use of ticket for comments that should remain internal to the company
	Professional looking replies to the customer
	Ability to track time associated with a ticket
	Merging tickets to increase efficiency

Review Ticket

	Track average time-to-resolution and end user satisfaction.
	Obtain detailed summaries of tickets handled by teams and individuals

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Customize Ticket Structure and Forms

	Customize trouble ticket software to the needs of your end users.
	Attach links, screen shots, and files to tickets to assist in explanations of trouble tickets
	Use an unlimited number of folders to maximize organization and efficiency

Self Service Support

	Integrated with personalized support portal, Ticket invites end users to participate in finding solutions to their issues.
	Customers may easily submit complex problems and track the progress of their trouble tickets right from the web without having to contact your support desk
	A complete ticket history is available for end users to reopen, or post comments to resolved tickets

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