Ticket management for fast and efficient customer support
Tickets originally come from the software industry, but as an organizational tool, they are also becoming more and more popular in the craft sector, manufacturing and retail. In other words, wherever there are customer cases that several colleagues are working on. Tickets help to improve the quality of your service.
Basically, tickets are “large tasks” that display all communication with the customer though chronological events. This allows multiple employees to work on the same cases, resulting in more efficient processes and faster response time in support. The employee who is available takes care of the ticket.
In addition, you can add attachments to the ticket, existing Subscription contracts display, Record times, work through checklists and set priorities.
The ticket list provides a clear overview of how many open tickets exist in each area, for example, 19 open support tickets. Through the list, tickets can be delegated or assigned and processed by employees themselves.
Each employee filters their own ticket pool for which they are responsible.
Customer cases are often multifaceted, so a ticket can also serve as the basis for a customer offer. Additionally, ticket times may be billed monthly depending on the customer. Therefore, tickets offer seamless integration with many other work4all modules.
Especially in the craft sector or in the field service, mobile access to tickets is essential. With the work4all app Tickets can be created or new processes can be added, even by voice input.
Overview by categories, topics, status and priorities
View problem description, processing instructions and solution
Time tracking for tickets from the ticket mask
Assignment to article master data
Project and task assignment
Notification to customers
Tasks and appointments for editors
File attachments
Exporting to Microsoft Office
Linking subscription contracts
Automatic creation of tickets from the support mailbox
