The customer can create tickets in multiple ways and by different channels

Validation rules are executed before the ticket creation

The Customer receives a confirmation e-mail with a Ticket ID, subject and date/time when is registered

Verification, categorization and allocation of the ticket

(User/Group, Type of ticket and Contract)

Automatic linking of received e-mails (IA)

Real time per ticket

Registration of events and actions

Registration of multiple employees

Record times on the web and mobility

Desktop Inactivity Alert

Automatic status and color change

Automatic reordering of overdue tickets

Ticket Dashboard State

Overdue status

By intervention tume and/or resolution

Sending advanced e-mails with content

Add screenshots, attachments and rich text

Sending e-mails to customers, agents and external companies

One or more destination e-mails

Advanced categorization of tickets

Ticket type, priority, origin, customer assigned and to which contract is passed

Assignment and reassignment between users

Agents, agent groups, team leaders and supervisors

Keywords in tickets (tags)

Tags to reuse similar tickets and organize solutions

Integrated advanced call manager

1)Automatic customer call; 2) Reading welcome message; 3) Call the Agent’s extension; 4) Customer’s ongoing call union with the Agent

Control and recording of the call result

Record the time and the call time; requirement for annotation of its content. Automatic registration of unanswered calls

Create internal notes

Annotation of comments not visible in the summary sheets or in the Customer panel

Notifications of the profitability of the contract

Notification of the resting times/exceeded by Customer contracts

Billable ticket selector (Y/N)

Out of contract ticket, attributable against delivery note (ERP) or against hourly bag

Combining tickets

Join current tickets to other ticket (open or closed)

Data and customer contact access

Integrated attachment reading

Copy-paste method integrated in text and images

Agent inactivity alert

When a ticket is 5 minutes in standby, the system generates alerts

Record of actions performed by Agent and events

Customer closing confirmation email

Billable ticket confirmation (Y/N)

If it is billable, you can generate a delivery note in the ERP or deduct the time from the hour bag

Confirmation of the type of the ticket and sending the report to the customer

The ticket type allows to obtain statistics and in case of sending the report to the client, the internal notes are not added

Customer evaluation

Configurable evaluation points used in statistics

Possibility of non-conformity with the closing of the ticket

In the event that the customer is not satisfied with the closing of the ticket, an automatic reopening is carried out

Reopening by the customer

Responding to a closed ticket causes automatic reopening

Linking reopened tickets with their originals

Request to the customer for the reason for reopening

Reason request for statistics (configurable reasons)

Customer request for comments

New ticket status as “reopened"

Visual alert in the ticket queue with an indicative flag