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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 assign tickets to the right agents to reduce delays and streamline service resolution processes.

Real-time Requester Status Updates Icon

Real-time Requester Status Updates:

Provide live ticket status updates to requesters for transparency, trust, and better customer experience.

SLA (Service Level Agreement) Management Icon

SLA (Service Level Agreement) Management:

Track and enforce SLA compliance to ensure fast, reliable, and high-quality service delivery every time.

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Performance Analytics and Reporting:

Use real-time analytics to monitor ticket trends, agent efficiency, and identify areas needing improvement.

Ticket Metrics & SLA Reports Icon

Ticket Metrics & SLA Reports:

Access clear metrics and SLA reports to evaluate performance, compliance, and service timelines easily.

Customizable Ticket Title Icon

Customizable Ticket Title:

Name tickets based on context or need to improve clarity, organization, and agent understanding.

Customizable Ticket Categories and Priorities Icon

Customizable Ticket Categories and Priorities:

Define custom ticket categories and urgency levels to fit your business structure and operational strategy.

Multimedia Notifications & Reminders Icon

Multimedia Notifications & Reminders:

Send ticket updates and reminders through SMS, email, WhatsApp, or voice to keep users informed.

Ticket Merge and Linking Icon

Ticket Merge and Linking:

Combine duplicate or related tickets seamlessly to avoid confusion and improve resolution accuracy.

Integration with Other’s Systems Icon

Integration with Other’s Systems:

Connect with CRMs or third-party tools to create a unified, efficient, and scalable service ecosystem.

BUILDING THE FUTURE

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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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