What is Ticketing?
Ticketing is a system designed to manage and organise customer inquiries, support requests, or leads in an efficient and structured manner. It allows businesses to create, track, and resolve issues systematically, ensuring no customer query is overlooked. Organisations can easily prioritise, assign, and monitor their resolution by converting customer interactions into tickets.
Mteja's Ticketing Tool
Mteja’s Ticketing tool is purpose-built to simplify and optimise customer service operations. It enables businesses to manage support and leads efficiently by providing advanced features such as automated ticket assignment, custom prioritisation, status tracking, SLA management, and robust reporting. Whether you are addressing customer queries or tracking sales leads, Mteja’s Ticketing tool empowers your team to deliver exceptional service and maintain strong customer relationships.
Here are the features available on the platform:
Ticket Assignment
Effortlessly assign tickets to the right teams or individuals. Our ticketing system supports both automatic and manual ticket assignments based on predefined criteria such as customer type, issue category, or urgency. This ensures that every ticket reaches the appropriate personnel without delay.
Prioritisation
Not all tickets have the same level of urgency. Set priority levels such as Low, Medium, High, or Urgent, or customise your own to align with your organisational needs. This helps your team focus on what matters most, ensuring critical issues are resolved promptly.
Templates and Categorisation
Simplify ticket management with categorisation and tagging. Tickets can be grouped into categories or labelled with tags for easy sorting and retrieval. This feature improves organisation and speeds up issue resolution.
Status Tracking
Track the life cycle of every ticket with built-in status tracking. Use default statuses like Open, In Progress, Resolved, or Closed, or create custom statuses that reflect your workflow. This transparency ensures everyone involved stays updated on ticket progress.
SLA Management
Define and monitor Service Level Agreements (SLAs) with precision. Configure KPIs such as time to respond and time to closure, ensuring that your team consistently meets or exceeds customer expectations.
Escalation Rules
Never let a ticket slip through the cracks. Set automatic escalation rules based on criteria like response or closure times. Escalated tickets can trigger alerts, ensuring that unresolved issues are addressed before they escalate further.
Internal Notes and Collaboration
Foster seamless teamwork with integrated collaboration tools. Agents can add internal notes to tickets, enabling effective communication within the team. Notifications on ticket assignments and updates ensure everyone stays in the loop.
History and Audit Log
Maintain a comprehensive record of all ticket-related activities. The audit log tracks changes, actions, and communications, providing a clear history for reference or compliance purposes.
Reporting and Analytics
Gain actionable insights with powerful reporting tools. Monitor metrics such as ticket volume, resolution time, and agent performance. Use this data to identify trends, improve processes, and enhance overall efficiency.
Why Our Ticketing System Stands Out
Our ticketing product isn’t just about managing customer queries; it’s about empowering your team to deliver better service. With customisable features, automated processes, and detailed analytics, your organisation can elevate its support and lead management capabilities, ultimately boosting customer satisfaction and retention.
Adopt our ticketing system today and transform the way you manage customer service. Seamless support starts here!