Support/ Helpdesk Ticketing Applications

A Ticket can be a query, suggestion, error or task raised by the customer. VRVirtual has developed a web-based application which can record & store the service ticket (queries) made by clients. Executives can take educated calls about how to deal with each ticket. They can call, make a client visit, solve the problem or update the status as –Under analysis. All user activities related to customer ticket is entered by user with proper description and time consumed. This will ensure timely and appropriate action for all client queries. You can also ensure with this tool, that the turn-around time for your client responses is low.

Enter tickets online

Tickets can be entered by executive and client via web portal. In case client enters a complaint, he can view the status of the service tickets/ complaints entered by him.

User based application rights

Application lets you associate people with a project. You can then set permissions and notifications. Executive can use the application according to the rights assigned to him for menu option and form activities.

View tickets based on their status

Application lets you define ticket status in the system and maintains status of each complaint in the system. Reports can be generated of tickets based on their status.

Plan your work

Executives can view tickets assigned to them. They can also view status of other tickets on projects they are associated with. This allows them to plan their day better.

Powerful reporting

This data will be helpful to generate different kind of MIS report for customer and executive

  • - Executive performance report.
  • - Ticket Detail report.
  • - Customer wise periodic ticket summery report.

Improved employee accountability

This application also enables user to enter their Daily Work Log. Various tags can be maintained for the work done like making a document, attending or giving presentation / meetings, doing coding, testing or debugging, making sales or service call, etc.

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