Support Ticket System

Manage customer support requests with a comprehensive ticket management system

Support Ticket System

Overview

The Support Ticket System in Custojo provides a comprehensive solution for managing customer support requests. This powerful module helps you track, prioritize, and resolve customer issues efficiently, ensuring high-quality customer service and satisfaction.

Note:

The Support Ticket System serves as a central hub for all customer support activities, making it easier to manage customer inquiries, track issue resolution, and maintain a high level of customer satisfaction.

Key Features

  • Ticket Creation: Create support tickets from multiple channels (email, web form, etc.)
  • Ticket Assignment: Assign tickets to specific support agents or teams
  • Ticket Prioritization: Set and manage ticket priorities based on urgency
  • Ticket Categorization: Organize tickets by category for better management
  • Ticket Status Tracking: Monitor ticket status from creation to resolution
  • Customer Communication: Communicate with customers directly through the ticket system
  • Internal Notes: Add private notes visible only to support staff
  • File Attachments: Attach files to tickets for better context
  • Ticket History: Maintain a complete history of all ticket activities
  • SLA Management: Set and track Service Level Agreements for response times
  • Knowledge Base Integration: Link tickets to knowledge base articles
  • Reporting & Analytics: Generate detailed reports on support performance

Support Ticket Features

Ticket Management

Efficiently manage and organize support tickets.

Management Features:

  • Centralized ticket dashboard
  • Ticket assignment and reassignment
  • Priority levels (Low, Medium, High, Urgent)
  • Custom ticket categories and subcategories
  • Status tracking (New, In Progress, Pending, Resolved, Closed)
  • Ticket filtering and search
  • Bulk ticket actions
  • Ticket merging and linking
  • Custom ticket fields
  • Ticket templates for common issues

Support Ticket Workflow

1

Ticket Creation

Customer submits a support request via email, web form, or other channels.

2

Ticket Assignment

Ticket is assigned to an appropriate support agent or team.

3

Initial Response

Agent provides an initial response acknowledging the issue.

4

Investigation

Agent investigates the issue and gathers necessary information.

5

Resolution

Agent resolves the issue and provides a solution to the customer.

6

Verification

Confirm with the customer that the issue has been resolved satisfactorily.

7

Ticket Closure

Close the ticket once the customer confirms resolution.

Ticket Prioritization

The Support Ticket System allows you to prioritize tickets based on urgency:

  • Low Priority: Issues that have minimal impact on the customer's operations
  • Medium Priority: Issues that affect some functionality but have workarounds
  • High Priority: Issues that significantly impact the customer's operations
  • Urgent Priority: Critical issues that completely prevent the customer from operating

Service Level Agreements (SLAs)

Manage and track Service Level Agreements for different types of tickets:

  • Response Time SLAs: Maximum time to provide an initial response
  • Resolution Time SLAs: Maximum time to resolve the issue
  • SLA Priority Levels: Different SLAs based on ticket priority
  • SLA Customer Tiers: Different SLAs based on customer support level
  • SLA Tracking: Monitor SLA compliance in real-time
  • SLA Alerts: Receive notifications for approaching SLA breaches
  • SLA Reporting: Generate reports on SLA performance
  • SLA Escalation: Automatic escalation for SLA breaches
  • Business Hours: Configure SLAs based on business hours
  • SLA Pause: Pause SLA timers when waiting for customer response

Knowledge Base Integration

The Support Ticket System integrates with a knowledge base for efficient issue resolution:

  • Article Suggestions: Automatically suggest relevant knowledge base articles
  • Article Creation: Create new knowledge base articles from ticket resolutions
  • Article Linking: Link tickets to relevant knowledge base articles
  • Self-Service Portal: Allow customers to search the knowledge base before submitting tickets
  • Agent Knowledge Access: Provide agents with easy access to knowledge base during ticket resolution
  • Article Feedback: Collect feedback on article helpfulness
  • Article Analytics: Track which articles are most effective at resolving issues
  • Article Updates: Update articles based on new ticket resolutions
  • Article Categories: Organize articles by category for easy reference
  • Article Search: Powerful search functionality for finding relevant articles

Integration with Other Features

The Support Ticket System integrates seamlessly with other Custojo features:

  • Customer Management: Link tickets to customer profiles
  • Product & Service Management: Associate tickets with specific products or services
  • Project Management: Convert complex support issues into projects
  • Email Integration: Create and update tickets via email
  • Calendar: Schedule follow-up actions for tickets
  • Reporting: Generate detailed support performance reports
  • User Management: Manage support agent access and permissions

Best Practices

  • Create clear categories for different types of support issues
  • Set appropriate SLAs based on issue priority and customer tier
  • Train support agents on effective ticket management
  • Use canned responses for common questions to improve efficiency
  • Regularly review ticket metrics to identify areas for improvement
  • Build and maintain a comprehensive knowledge base
  • Collect customer feedback on support quality
  • Document solutions to recurring issues
  • Implement escalation procedures for complex issues
  • Regularly audit closed tickets for quality assurance

Support Reporting

The Support Ticket System includes powerful reporting capabilities:

  • Ticket Volume: Number of tickets by time period, category, or priority
  • Resolution Time: Average time to resolve tickets
  • First Response Time: Average time to first response
  • Agent Performance: Tickets handled and resolved by each agent
  • SLA Compliance: Percentage of tickets meeting SLA requirements
  • Customer Satisfaction: Feedback scores from customers
  • Common Issues: Most frequent ticket categories or issues
  • Peak Times: Analysis of when most tickets are submitted
  • Backlog Analysis: Overview of open and pending tickets
  • Custom Reports: Create tailored reports for specific needs

For more information on setting up and configuring the Support Ticket System, see the Support System Setup Guide guide.