Puzzel Ticketing provides your contact centre or helpdesk with the ability to manage written interactions in a secure and efficient way. Each e-mail in the queue is converted into a support ticket and assigned a unique case/ticket ID which is then filtered, categorized and distributed to the right team or agent. On receiving interactions, it is possible to send an autoreply with a predefined template to the sender confirming reception of the email. Furthermore, the tickets can be tagged to help segregate them based on issues or requests. The agent dashboard will always display a comprehensive view of all communications on a ticket with the sender’s name presented on the timeline. This also helps in distributing follow up emails to the right team or agent.
Tickets can also be created for requests coming through from various social channels like Facebook and Twitter and assigned them to the right team or agent.
Puzzel Ticketing also supports the option of impactful and effective email and SMS campaigning which is considered crucial for the growth for any business. On any email campaign, you are allowed to add content and send large attachments of unlimited size.
Custom reports can be created using the report builder and saved as standard. These reports can be automatically generated at a set time or frequency and emailed directly to you.
Puzzel Ticketing can be used as a standalone or as an integrated part of Puzzel Contact Centre.
Key features and benefits of Puzzel Ticketing
- Omni-channel ticket reception
- Deliver seamless cross channel support
- Visibility over ticket traffic with service level tracking
- Ability to assign user/team specific access
- Potential to define rules & filters to make real-time changes
- Categorize ticket traffic to help provide deeper insight
- Prioritize tickets to resolve critical issues faster
- Configurable customized automatic responses
- Automatic follow-up of requests using templates
- Generate reports to be sent directly to your inbox
- Create custom reports using report builder
- Impactful Email and SMS campaigning
- Unlimited size of email attachment
- Reduced wait time for customers