Tickets

Maintaining a strong reputation and keeping your customers coming back for new business relies on your ability to deliver exceptional customer support. Your business needs a reliable ticket system to achieve efficient issue resolution and provide top-notch customer service. Tickets, along with the Ticket Director app, are designed to facilitate the process of creating and managing customer inquiries, issues, and requests for assistance. With this integrated approach, you can establish a solid foundation for long lasting customer relationships and business growth.

Maintaining a strong reputation and keeping your customers coming back for new business relies on your ability to deliver exceptional customer support. Your business needs a reliable ticket system to achieve efficient issue resolution and provide top-notch customer service. Tickets, along with the Ticket Director app, are designed to facilitate the process of creating and managing customer inquiries, issues, and requests for assistance. With this integrated approach, you can establish a solid foundation for long lasting customer relationships and business growth.

Complete ticket resolution

  • Create tickets that are linked to Contacts within and outside your organization
  • Facilitate efficient issue resolution and inquiry handling
  • Monitor the status, priority, and topic of each ticket visually
  • Stay updated on all information that is shared throughout the process of resolving tickets
  • Access files directly within the session folder corresponding to each ticket

Collaborate and delegate

  • Easily assign tickets to employees using the integrated Employees app for efficient task distribution
  • Start conversations with internal team members to work together on resolving tickets
  • Engage in direct communication with the creators of the tickets, whether they are internal or external
  • Stay informed by accessing a log of emails or phone calls associated with each ticket
  • Update the ticket status to ensure everyone is informed about the progress of solutions
  • Access relevant contact information conveniently in a single location for smoother communication during ticket’s lifecycle

Tickets App Features

  • Access and view a comprehensive list of tickets
  • Easily track the progress of all tickets according to status; open, pending, or completed
  • Review high-level ticket information to identify the ticket creator and the assigned team member responsible for resolving
  • Navigate to “My Tickets” to focus specifically on tickets assigned to you
  • Utilize the Kanban view for a visual representation of ticket status for quick and intuitive assessment
  • Effortlessly drag-and-drop tickets columns on the Kanban board for real-time changes, progress and status updates
  • Instantly view the ticket’s status and the specific details of the problem, issue, or request that was made
  • Identify the team member responsible for resolving the ticket and know who originally submitted it
  • Seamlessly access the Contacts app to retrieve detailed contact information about the ticket creator
  • Keep track of all status updates made to the ticket, ensuring a comprehensive log of its progress
  • Collaborate with internal team members within the ticketing system to work together on resolving the ticket
  • Interact directly with the ticket’s originator, to gather additional information or respond to any questions they may have
  • Monitor the visual progress of the ticket, allowing for easy tracking and visibility into its resolution
  • Log and track the time spent on resolving the ticket, providing accurate records for time management and performance analysis
  • Discover past solution offerings that have successfully resolved similar ticket requests to address the current ticket issue effectively
  • Filter solutions based on the type of request to quickly find and apply relevant resolutions
  • Utilize the integrated Articles app to search through articles and knowledge base resources to assist in finding an appropriate solution
  • Share solutions with clients to ensure efficient communication and timely assistance
  • Customize your response to a client to provide a personalized and comprehensive resolution
  • Use the built-in timer to log time spent working on each ticket request
  • Start, Pause and Stop buttons for automatic time stamps of dates and times
  • List view of each time a planning member has logged time working on a ticket
  • Quickly see a complete total of hours, minutes and seconds spent
  • Collaborate with team members on tickets for additional help in resolving a customer issue
  • Add @-mentions to send Notifications to team members regarding a ticket
  • Like messages in Posts with a single click of the thumbs-up icon to automatically trigger a Notification
  • Attach documents, images, media and AppShare direct 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 not
  • 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 each ticket
  • Select and upload files directly from your computer and store them within tickets designated 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
  • Use arrow keys to organize files
  • Popout each file into its own window to view it at scale
  • Analyze ticket volume to understand overall support/service demand and allocate resources effectively
  • Identify peak periods to optimize resource allocation
  • Track individual agent performance metrics, such as ticket handling and response times, to identify top performers and areas for improvement
  • Evaluate the effectiveness of knowledge base/self-help resources
  • View ticket status metrics to prioritize and address high-priority items promptly
  • Leverage insights for process improvements and enhanced operational efficiency