A ticketing system allows a business to take emails sent to a department and convert them into tickets that can be routed to a group of agents who are able to handle the request. For example, emails sent to a technical support department are routed, and distributed, to a group of agents trained to handle technical issues or problems. These issues can then be tracked throughout the handling process to ensure that issues are resolved in line with the business’s service level metrics.Try for FreeBuy Now
Tickets can be distributed to agents using Round Robin so they’re distributed evenly, or agents can cherry pick from the Queue. Using SmarterTrack’s Event System, tickets can be routed to specific groups or even individual agents based on a combination of different variables (language, specialization, etc.), thereby ensuring the issue is handled by the appropriate person.
If a ticket comes in that's written in a different language, Agents can translate the ticket on demand using Google or Azure language services.
To keep tabs on agents, especially new agents, SmarterTrack allows managers to set up quality control rules. These allow the manager to review an agent’s responses to tickets – whether it’s every ticket when the agent is just starting out, or every 10 responses just to keep in touch with how more seasoned agents are responding to customers. Regardless of how it’s used, or the interval that's set, quality control helps keep agents on message, on target, and on top of providing customers with the best service and support possible.
Give agents some personality with custom avatars, custom display names and department-specific signatures.
Assistance on a ticket can come in many forms: general or “sticky” comments can be added to a ticket that can only be seen by the agent owning the ticket, tickets can be transferred to other agents who can provide a better, more complete resolution, and/or agents can have a “max ticket” setting so they, for example, don’t receive a high volume of new tickets while they are working on other tasks or occupied with other duties.