Hi, I'm Support Ticketing Management module

01. Auto- Routing ​

02. Aging Tracking

03. Ticket Escalation

04. Ticket Comment

06. SLA Management

07. Ticket History & Logs

08. Customized Ticket Entry Field

01. Auto- Routing

Define and enable the auto-routing in user-basis via round-robin, system will perform ticket auto-assignment.

02. Aging Tracking

To capture and display the number of days tickets have been left open in the system

03. Ticket Escalation

Escalate the ticket to the correct user group or individual whenever necessary.

04. Ticket Comment

Comment on ticket to sync the knowledge within the team in a single thread.

05. Numerous Status

Basic status such as New, Closed, Resolved, Verified. Customized Open status are supported.

06. SLA Management

Supported for customize SLA based on product or severity. Systems to auto notify ticket assignee or auto escalate the ticket to next level if the SLA breached.

07. Ticket History & Logs

Any changes on the ticket information are captured and displayed on-the-fly.

08. Customized Ticket Entry Field

System provided various of ticket entry fields and customize the form whenever your operations need.

Key Benefits​

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01. Faster Ticket Resolution

Ticket routing able to optimize the process of assigning the right ticket to the right person.

02. Improve Customer Experience

Ticket SLA able to help to raise alert to the ticket assignee instead of ignoring the ticket without response.

03. Data Security & Management

MetriCRM stores the data in localized region and separated database for each tenant with strong password protection. Only authorized personnel are allowed to access the data and customer sensitive data are encrypted.

04. Strong Knowledge Base

The team might come across similar issues that customers have that may be taking time to resolve. With a pool of information, or a knowledge base of FAQ’s, that contains all the necessary steps that need to be taken for a common query in which to reduce the turnaround time and improve the efficiency of the whole process.

05. Personalized Customer Journey

Ticket History able to show the current and past customer interactions in which providing the hints or guides to the ticket assignee if the ticket content is a repeat issues.