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  Ticket Management System

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  Submitting Tickets

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  Manage Tickets via Email

Manage Communications Through a Ticket System

Transform service, sales, and support Tickets into a powerful information distribution system. Use SmarterTrack’s intelligent routing models and rebalancing features to assign Tickets to the employees that can answer them most efficiently and equalize employee workload.

Track the complete history of a Ticket with the click of the mouse and give employees total control of all related communications, including emails, notes, and associated Live Chats. Automatically route Tickets in different languages to the appropriate agent. Reduce costs by utilizing agents across multiple departments and brands. With SmarterTrack’s detailed reporting, interactive monitoring, and flexible distribution methods make Ticket management easy and efficient.

Increase Efficiency with Email Tickets

Customers can submit and manage Tickets through the portal, through email, or via email on mobile devices. Agents can also respond to Tickets from the management interface, through email, or via common mail clients and Moblie devices. The ability to respond to Tickets through email ensures that customers receive timely and convenient responses—expanding functionality far beyond simple Ticket systems.

Help Customers Resolve Issues Prior to Ticket Submission

When customers complete the Ticket submission form, relevant Knowledge Base articles and resources are automatically displayed as possible solutions to their inquiry. Because SmarterTrack was built using the proprietary STIndexingEngine, these self-service resources can deliver answers to customers before they’ve finished filling out the Ticket—saving your company time and money.

Balance Employee Workloads with Intelligent Ticket Routing

SmarterTrack utilizes several different intelligent routing models to distribute and assign Tickets to the agents that can answer them most efficiently. Whether your company uses the round robin, service-oriented, or cherry picking Ticket distribution methods, SmarterTrack will help managers equalize employee workload while ensuring that your customers receive the quickest response times.