Create, facilitate and manage customer inquiries with ease
- Create tickets that are linked to Contacts within and outside your organization
- Facilitate efficient issue resolution and inquiry handling
- Easily monitor the status of each ticket through a visual progress bar
- Stay informed and up to date with all the information exchanged within the ticketing system
Communication is key
- Easily assign tickets to employees for efficient task distribution
- Initiate discussions with internal team members to collaborate on ticket resolution
- Communicate directly with ticket originators, internal or external, to gather additional details
- Stay informed by accessing a log of emails or phone calls associated with each ticket
- Monitor and update ticket status with the help of integrated Kanban boards
Search to solve
- Research past solution offerings to see if there’s been a resolution to a previous ticket
- Integrated with our Articles app, easily search through documentation to help find a solution
- Associate relevant files and documentation for a comprehensive understanding and to facilitate ticket resolution
Ticket Director App Features
- Access a comprehensive list of tickets for you or your company
- Use “Board View” to visualize the status of your tickets in real time with Kanban boards
- Ensure team members are informed and kept in the loop about open tickets
- Assign priority levels to tickets to ensure tickets are handled promptly
- Categorize tickets by type to stay organized and to stay on track
- Look up existing contacts by company name, department or individual name
- Track tickets sorted by employee names for easier management and monitoring
- Create new contacts so communication with customers is never lost
- Easily view ticket status, specific details of a problem, issue or inquiry that was made
- Identify the agent responsible for resolving the ticket and the customer who requested assistance
- Utilize Appward’s Contacts app to view information about the ticket creator
- Keep track of all status updates made to a ticket, ensuring a comprehensive progress log
- Collaborate with colleagues and work together to resolve tickets
- Engage directly with the person who initiated the ticket to gather extra details or address any inquiries they might have
- Filter solutions based on type to quickly apply previously found solutions to a current ticket
- Utilize the integrated Articles app to search through relevant articles to assist with finding a proper solution
- Share solutions with customers using the built-in Conversations app
- Create and customize your response to a client when providing a resolution
- Utilize the integrated timer to record how much time was dedicated to each ticket
- Start, pause and stop timer for automatic time stamps
- Stay on track and improve performance with a detailed list view of time allocated per ticket
- Visualize your organization’s current tickets in board view
- Select tickets within boards and drag them to the appropriate column
- Keep tickets organized and sorted by priority level
- Drag and drop tickets to pending, active, hold or closed columns to assign the status of the ticket
- Discuss and collaborate on tickets with others in your organization in a dedicated area
- Add @mentions to message members and participants to directly send a Notification link to their Appward sidebar
- Like a post to acknowledge and notify the author of a post
- Attach documents, images, media and AppShare links to connect to any record in Appward
- Attach files related to individual tickets to conveniently provide supporting information
- Link to files in the Appward Cloud, Appward Documents or upload from local storage
- Organize files by list order using arrow keys
- Collect metrics on tickets to identify patterns, recurring issues or bottlenecks
- Analyze the gathered data to proactively address challenges, streamline processes and promote continuous improvement
- View insights derived from data to understand the time it takes to resolve a ticket
- Collect insights on time spent and progress made on tickets to improve efficiency
Related apps
Ticket Director works seamlessly with Appward apps and services so you can do much more.
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