Create, facilitate, and manage with ease
- Create tickets that are linked to Contacts within and outside your organization
- Facilitate efficient issue resolution and inquiry handling
- Easily monitor the status of each ticket through a visual progress bar
- Stay informed and up to date with all the information exchanged within the ticketing system
Communication is key
- Easily assign tickets to employees using the Employees app for efficient task distribution
- Initiate discussions with internal team members to collaborate on ticket resolution
- Communicate directly with ticket originators, internal or external, to gather additional details
- Stay informed by accessing a log of emails or phone calls associated with each ticket
- Monitor and update ticket status with the help of integrated Kanban board
Search to solve
- Research past solution offerings to see if there’s been a resolution to a ticket received
- Integrated with our Articles app, easily search through documentation to help find a solution
- Associate relevant files and documentation for a comprehensive understanding and to facilitate ticket resolution
Ticket Director App Features
- Access a comprehensive list of tickets for you or your company
- Use “Board View” to visualize the status of your tickets with a Kanban board updated in real time
- Ensure team members are informed and kept in the loop about open tickets
- Assign priority levels to tickets to ensure the necessary tickets are handled first
- Categorize tickets by type to stay organized and on track
- Look up existing contacts by company name, department, or individual name
- Track tickets sorted by employee names for easier management and monitoring
- Create new contacts so communication with the customer is never lost
- Easily view ticket status specific details of the problem, issue, or inquiry that was made
- Identify the agent responsible for resolving the ticket and the customer who requested assistance
- Utilize Appward’s Contacts app to view information about the ticket creator
- Keep track of all status updates made to the ticket, ensuring a comprehensive log of its progress
- Collaborate with colleagues and work together to resolve tickets
- Engage directly with the person who initiated the ticket to gather extra details or address any inquiries they might have
- Filter solutions based on type to quickly apply previously found solutions to current ticket
- Utilize the integrated Articles app to search through relevant articles to assist with finding a proper solution
- Share solutions with customers using the built in Conversations app
- Create and customize your response to a client when providing a resolution
- Utilize the integrated timer to record the time dedicated for each ticket
- Start, pause and stop timer for automatic time stamps
- Stay on track and improve performance with a detailed list view of time allocated per ticket
- Visualize your organization’s current tickets in board view
- Select tickets within boards and drag them to appropriate column
- Keep tickets organized and sort by priority level
- Move tickets to pending, active, hold, or closed columns to assign the status of the ticket
- Use “Board View” to visualize the status of your tickets with a Kanban board updated in real times
- Add @-mentions to send Notifications to individuals or groups right in the Appward sidebar.
- Liking messages in Posts with a single click of the thumbs-up icon and it will automatically trigger a Notification to the person who authored the post, letting them know you saw their note.
- Attach documents, images, media and AppShare direct deep links to any record to and from any Appward app.
- Enlarge any attached document, image or media by double-clicking the file.
- Edit your message by clicking on the pencil icon if you need to modify or update your note.
- Authors of each message posted can delete their own comments.
- Manage all files associated with each ticket without having to look through various locations to gather necessary information
- Store documents, images or other media-rich files that are affiliated with a ticket
- Select and upload files directly from your computer and store them within the Maintenance Director app record file
- Access the Appward cloud file explorer and select files from organizational, personal and public folders
- Link files from Appward’s Document system via Documents
- Edit and change files after uploading
- Download files directly to your computer
- Popout file into its own window to view it at scale
- Collect data metrics to identify patterns, recurring issues, or bottlenecks in ticket solutions
- Analyze the gathered data to proactively address challenges, streamline processes, and promote continuous improvement
- View insights derived from data to understand the time it takes to resolve a ticket
- Collect insights on time spent and progress made on tickets to improve efficiency
Boost efficiency, elevate customer satisfaction, and supercharge your team’s productivity.
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Ticket Director works seamlessly with Appward apps and services so you can do much more.
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