Ticketing Management System

Cutting-edge solution revolutionizes the way your company handles internal processes. Elevate your business today & Bridge Your Customer Solutions with ConVox's Ticketing Management System.

Product Overview

The ConVox Ticketing Management System is a cutting-edge, centralized solution designed to streamline and optimize internal processes within our company. TMS serves as a powerful tool to manage and resolve various issues and tasks, enabling us to maintain a well-balanced workflow and deliver exceptional services. ConVox Ticketing Management System can seamlessly integrated with any CTI & Omni Channel solution available in the Market.ConVox TMS also comes with API Library for Tickets Generation via PSTN Calls, Email, WhatsApp, Website Chatbot and Social Media platforms. ConVox TMS supports multiple media Gateways like SMS/Email/ WhatsApp & Voice for alerting the Users.

Product Features

Automated Ticket Routing and Assignment:

Tickets are automatically routed and assigned, optimizing workflow efficiency.

Real-time Requester Status Updates:

Requesters receive instant, real-time updates on the status of their submitted tickets.

SLA (Service Level Agreement) Management:

Efficient management of SLAs ensures timely and high-quality ticket resolutions.

Performance Analytics and Reporting:

Robust analytics provide insights into system performance for continuous improvement.

Ticket Metrics & SLA Reports:

Comprehensive metrics and SLA reports offer detailed analysis and tracking of ticket performance.

Customizable Ticket Title:

Users can personalize ticket titles, tailoring them to specific needs or issues.

Customizable Ticket Categories and Priorities:

Tailor ticket categories and priorities to align with organizational requirements.

Multimedia Notifications & Reminders:

Users receive multimedia notifications and reminders for enhanced communication.

Ticket Merge and Linking:

Effortlessly merge and link tickets for a consolidated and streamlined ticketing process.

Integration with Other’s Systems:

Seamless integration with external systems enhances overall operational efficiency.

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FAQs

What is a ticketing solution in Call Center software?

Call center software ticketing management systemn is a solution that helps a call center to manage its grievances /operations therefore increase the efficiency, effectiveness and get the best productivity from call center agents. Call center agents can access the right information and knowledge about a customer’s history to improve the overall customer experience.

Do we have an option of creating a ticket on call?

Yes, a ticket can be generated on call by the agent in the CRM. Ticket details will be notified to the customer automatically by the solution.

What is the importance of ticketing?

Ticketing solutions can track analytics of titles of tickets ,ticket volume, resolution time, customer satisfaction and agent performance on handling tickets.

Will this software be accessible on the cloud?

Yes, These solutions can be provided on cloud /on premises/hybrid as per customer requirement.

Will the ticket /status of the ticket be notified to the customer automatically?

Yes, every stage of the ticket will be notified to the customer through SMS, email, WhatsApp as per customer preferred channel.

How does a ticket workflow function?

Ticketing tools can help you to rationalize your workflow by helping your organization ,create, update, resolve tickets for customer issues/requests.

Do you offer escalation and prioritization?

By default we have three levels of escalations and can be extended as per organizational hierarchy.

Do you provide remote access if possible for agents?

Yes, Agents can login from anywhere to the solution using a VPN.

Will the data be accessible for future references?

Yes, All the data is stored in the server for future references.

Will this solution be capable of integrating with other third party solutions?

We do have our set of API’s for integrating any third party CRM.

What are the available channels for ticketing in ConVox?

We have multiple channels for customer interaction. WhatsApp, Email, SMS, chatbot and Social media platforms like Facebook, Instagram, Twitter ,etc.

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