Customer Support Ticketing Using WhosOn
Included with the WhosOn Installable Enterprise Edition and available as an
optional add-on for the Hosted edition is Customer Ticketing. Customer Ticketing
enables support incident 'Tickets' to be created. Operators then open and
respond to tickets via their secure WhosOn Client. Ticket responses are sent to
customers via email. The customer can reply to the email which will then get
added to the ticket. Any number of operator responses and customer replies can
be assigned to a ticket. The operator can customer can both see a full
'threaded' view of the ticket including all replies and responses.
Chat sessions can be escalated to a ticket if the chat operator is unable to
resolve the customer's question. Chat sessions can also be added to open tickets
should a customer start a chat session in relation to an already open ticket.
Tickets are distributed to the correct set of operators using automated
skills-based ticket distribution. This ensures that the customer issues are
directed to the correct operator/department and skill set. Ticket distribution
can also set the Due Date of the ticket based on its content.
Tickets can include any number of custom fields and attachments. Each
response/reply can also include attachments. Tickets can be received directly
from emails or added manually. A web-form is also included allowing customers to
submit tickets on line. An API is available allowing tickets to be submitted via
a web service or file-drop.
Once an incident has been resolved the ticket can be closed. Closed tickets are
still held in the database for future reporting. A number of reports are
included showing average response time by operator/department.
See Also: Ticketing Benefits
Automated Ticket Assignment with unlimited rules.
Web-based ticket submission form with custom fields and attachments.