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Ticket Management System

Revolutionize Your Business Processes. Streamline your internal workflows and elevate your customer service with ConVox's Ticket Management System (TMS). This innovative solution bridges the gap between efficient task handling and exceptional customer satisfaction, ensuring your business stays ahead.
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Product Overview

The ConVox Ticket Management System (TMS) is a cutting-edge, centralized platform designed to optimize your organization’s internal processes. TMS simplifies issue management and task resolution, ensuring a balanced workflow and superior service delivery. 

Our TMS integrates seamlessly with any CTI (Computer Telephony Integration) and Omni Channel solutions available in the market. It also includes an extensive API library for ticket generation through PSTN calls, emails, WhatsApp, website chatbots, and social media platforms. Additionally, ConVox TMS supports multi-media gateways, including SMS, email, WhatsApp, and voice notifications, to ensure users receive timely alerts and updates.

Product Features

Automatic Call Distribution Icon

Automated Ticket Routing and Assignment:

Automatically routes and assigns tickets, improving workflow efficiency and minimizing response time.

Real-time Requester Status Updates Icon

Real-time Requester Status Updates:

Keep requesters informed with instant, real-time updates on the status of their tickets.

SLA (Service Level Agreement) Management Icon

SLA (Service Level Agreement) Management:

Ensure timely ticket resolution with robust SLA management for high-quality outcomes.

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Performance Analytics and Reporting:

Leverage advanced analytics to gain actionable insights into system performance and identify areas for improvement.

Ticket Metrics & SLA Reports Icon

Ticket Metrics & SLA Reports:

Access detailed metrics and SLA reports to track ticket performance and adherence to service standards.

Customizable Ticket Title Icon

Customizable Ticket Title:

Personalize ticket titles to suit specific needs or issues, ensuring clarity and relevance.

Customizable Ticket Categories and Priorities Icon

Customizable Ticket Categories and Priorities:

Adapt ticket categories and priorities to align with your organization's unique requirements.

Multimedia Notifications & Reminders Icon

Multimedia Notifications & Reminders:

Enhance communication with notifications and reminders delivered via SMS, email, WhatsApp, and voice.

Ticket Merge and Linking Icon

Ticket Merge and Linking:

Consolidate related tickets effortlessly with merging and linking capabilities for streamlined management.

Integration with Other’s Systems Icon

Integration with Other’s Systems:

Integrate TMS with external systems to boost overall operational efficiency and enhance your existing workflows.

BUILDING THE FUTURE

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CUSTOMER STORIES

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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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