Ticket Service
Stay up to date with real-time insights into feedback, concerns and critical issues of your customers
As an integral part of the Spectos Real-Time Performance Management™ Suite, the ticket service supports an efficient workflow in daily business. With it, you can quickly and easily manage all inquiries, complaints or tasks of any kind, assign them to the respective responsible persons and functional areas, and always keep an eye on the processing status. Thanks to the central display in one platform, the quantity, type and status of tickets are always transparent for all responsible parties. By systematically handling custom tasks, tickets, and downstream actions, you won't miss an important task of your specific solution.
The Ticket Service is Suitable for
Internal or external
complaint handling
Task handling
Issue management
Processes requiring the
management of to dos
Exemplary Insights Into the Spectos Ticket System
Exemplary Insights Into the Spectos Ticket System
Advantages of the Ticket Service
- Uniform customer relationship management across all locations
- Consistent flow of information to all responsible users
- Continuous and efficient task management, even in the event of sudden absences or personnel changes
- Permanent access and conservation of valuable knowledge and experience from the past
- Authentic cases from the ticketing system as a concrete starting point for internal training or supervision
- Fast analysis of contacts, tasks, etc. for reports and benchmarks
- Saving time and resources by handling all tasks in a systematic workflow
- Efficient processes through automatic, event-driven ticket creation
- Transparency across the organization through detailed insights into the progress of individual tasks
- Up-to-date information to all responsible parties through immediate notification of new or changed tickets
Increased efficiency through systematic workflows
Standard Configuration of the Ticket Service
The ticket service is designed to be easily integrated into established processes and work environments of our customers. The standard configuration is suitable for simple use cases. Individual tickets provide detailed information about an existing issue. For example, users can check which specific actions an employee has taken or how satisfied the addressee was with the solution presented. To simplify and better illustrate certain issues, data files can be optionally attached to each ticket.
General Workflow with the Ticket Service
Ticket Creation and Assignment
There are various options for ticket creation. In addition to the manual creation of individual tickets, automation is also possible. For example, any feedback received by a communication channel can be automatically stored as a ticket. User-defined rules can determine when a ticket should be generated from feedback. Tickets can also be created automatically from processes, for example when certain upper or lower limits are reached. The assignment of a ticket to its owner for further handling can also be done manually or automatically.
Stay informed continuously
Always up to Date With Immediate Notifications
All users of the Spectos Real-Time Performance Management™ account have access to the ticket service. There, everyone can see and access all existing tickets.
Transparent Handling Through Information and Notifications in Real Time
The person in charge and the observers are notified by email in the event of changes regarding
- Status of ticket
- Priority of ticket
- Due date of ticket
- New comments
Note: For people who do not have access to the ticket service, comments can be sent externally by email. The response to this email will be automatically attached as new comment to the ticket.
Examples for Ticket Actions
- Change ticket status
- Change ticket priority
- Change due date
- Change person in charge
- Change observers
- Add comment
- Attach files
- Delete ticket
- Search & filter tickets by title, create date, closing date, person in charge, label
- Sort tickets by ID, due date, last update
- Ticket status: number of tickets per status
Profit From Every Single Ticket Closure
Use learnings from your tickets for long-term quality improvements.
- Strengthen the relationship with your customers by responding systematically to incoming concerns with the same communication channel in your corporate design
- Integrate the results from the ticket service into your quality reports
- Draw on real case studies from the past to optimize your service with the gained experience
A ticket service as unique as your business
Customized Functions Suitable for Individual Requirements
Spectos offers an easy-to-customize request and customer relationship management system. The powerful customization can be enhanced on levels of user roles, ticket properties, custom notifications and ticket workflow automizations.
Customization Options
- Use different priorities
- Use different ticket status
- Introduce additional ticket properties and define if they´re required or optional
- Define different user roles and ticket access management
- Create tickets based on specific actions, triggers or conditions
- Create tickets on external triggers from existing workflows
- Automated notifications via SMS or app
- Visualize individual ticket related KPIs within a cockpit
- Possibilities for integration into ERP & CRM
Benefit From the Spectos Ticket Service for Your
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Customer Dialogue
With the ticket service at the core of our solution for customer dialogue, you won't miss any new request and achieve a transparent, active dialogue with your customers.
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Complaint Management
Learn about critical issues immediately with the Spectos ticket service and resolve them through a systematic workflow quickly in your complaint management system.
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Employee Surveys
From the feedback of individual employees, derive specific actions that can be systematically followed up.
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Audit Management
Assign specific actions from your regular audits with the Spectos Ticket Service and always stay up to date on the status quo.
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CIRS Early Warning System
Benefit from the daily experiences of your employees to systematically derive quality-enhancing actions.