Jegykezelés

Solutions - Ticketing

Create a ticket

There are three sources to create a ticket: website, email, and phone.

You can specify all the parameters of the tickets, assign a type (e.g. bug report), specify its importance, select the person responsible for it, or assign it to an existing running project.

Once the ticket has been created, the notifications go out: the partner receives an email that we have started working on their case, and the designated staff member within the company receives a notification that their ticket has been received. Once the work has been completed, the colleague responsible will also be notified, as will the client.

If necessary, you can also assign a new task from a ticket.

Example for tickets

Suppose we have ordered a product from an online shop and have a quality complaint. We will contact customer service. The customer service representative will record our complaint in a ticket and respond to the ticket to return the product for testing. We will receive this reply by e-mail and can respond to it. We can also provide an attachment, for example if we have taken a picture of the product. Once the customer service receives our reply, the system will merge the correspondence related to this ticket.

Once the product has been received for inspection, the customer service colleague issues a task from the ticket to the service department, with a deadline for the product to be inspected.

If the service shop sees that we have a valid complaint, they will either fix it and we will be notified of this through the ticket, or they will write a note on the task that they cannot fix it. In this case, the customer service representative will issue an instruction to the finance department that the product does not work, and the price shall be refunded (with an amount and a deadline).

Then the finance colleague also writes to the customer that the money has been transferred and there is nothing left to do but for the customer service representative to respond to the ticket again: his colleagues have checked the product, it does not work, so the money is refunded.

After that, the customer service can change the status of the ticket to closed.