What is Ticket Management?
Simplify and streamline your customer support processes. CX Genie's Ticket Management is designed to handle high volumes of customer inquiries with ease, our platform ensures no issue goes unresolved, enhancing your team's efficiency and your customers' satisfaction. Whether you're managing simple questions or complex issues, CX Genie's robust ticket management tools help you keep everything organized and on track.
Our key features
Automated Ticket Routing
Smart Assignment: Automatically assign tickets to the most appropriate agents based on predefined rules such as skill sets, past performance, and current workload.
Priority-Based Routing: Ensure that high-priority tickets are routed and addressed first, reducing the time to resolution for critical issues.
Personalized Responses
Comprehensive Overview: View all your customer interactions in one place, with easy filtering options to manage open, pending, and resolved tickets.
Multi-Channel Integration: Consolidate tickets from various channels (email, chat, social media) into a single dashboard, ensuring nothing falls through the cracks.
Prioritization & SLAs
Customizable SLAs: Set and monitor service level agreements to ensure that your team meets performance targets and customer expectations.
Escalation Policies: Automatically escalate tickets that are nearing their SLA deadlines to ensure timely resolution.
Collaborative Support
Team Collaboration: Enable multiple agents to work on a single ticket, share notes, and communicate internally to resolve issues faster.
Customer Visibility: Keep customers informed about the status of their tickets with automated updates and transparent communication.
Customer Communication History
Contextual Support: Access a complete history of all interactions with a customer, ensuring continuity in support and more personalized service.
Audit Trail: Maintain a detailed log of all actions taken on a ticket, providing transparency and accountability.
Use Cases
CX Genie is on a mission to make AI accessible for everyone with just a few clicks.
Incident Management
Quickly address and resolve critical incidents by automatically routing them to specialized teams.
Customer Feedback
Capture and manage customer feedback through tickets, ensuring that issues are addressed and insights are used to improve service.
Internal Support
Manage internal IT or HR requests with the same efficiency as customer-facing tickets.