The Ticket feature allows contact center agents to create and manage tickets, or customer inquiries, in a unified interface. The tickets are associated with customer interactions, such as phone calls, emails, or chats, and can be easily tracked and managed by the agents. The system also allows agents to assign, prioritize, and route tickets to the appropriate team members, and also track their progress and resolution.
The Ticket feature also provides managers with tools to view, analyze and report ticket activity, such as open and closed tickets, response and resolution times, and agent performance. This allows managers to identify issues and trends, and take appropriate action to improve the efficiency and effectiveness of their team.
A ticket is a record that contains a customer service request or issue. The Ticket application provides the ticketing system to process ticketing requests or issues and helps an agent configure, manage, and view a ticket.
You can create customer support tickets and track all relevant details to solve issues. A ticket ensures that all the communication, including phone calls, emails, chat conversations, and SMS messages, are tracked with all of the details provided to your teams, thereby helping your customers solve their problems quickly.
For additional information, see Ticket.