Offering reliable, multi layered customer support, Ticket Management System (TMS) brings together every customer conversation into a centralized, user friendly interface, helping customer support agents address and resolve Trouble Tickets, Inquiries and Service Requests.
TMS is an entirely web based tool that helps to manage Multiple Queues, Workflows, Shifts, Skill Matrix, Routing Matrix, Escalation/Business Logic, SMS/Email Alerts and Search Management. It also supports multiple products, brands, sub brands, categories, task and sub tasks.
System automatically route tickets to the appropriate support agents, while the supervisor continuously scans open tickets and updates accordingly. Depending on Service Level Agreement (SLA), Turn-Around Time (TAT) and Initial Response Time (IRT) system automatically sends notifications and escalate tickets.