Trouble Ticketing

Trouble Ticketing 2017-08-10T07:39:00+00:00

“Rated as one of India’s coolest product for the year 2012”

Overview

The C-Zentrix Trouble Ticketing application provides a 360 degree interface for the customers to register any complain or query with the central help desk of the enterprise using Voice Call, Email, SMS, Social Media or Chat. The system generates an automated ticket number which is provided to the customer for future references to the status of the registered issues.

The Trouble Ticketing solution helps the enterprise to monitor all the queries and complaints proactively; making sure that none of the customer complaints goes unattended. The application provides real time status of each ticket and it’s TAT for closure. Any delay beyond the standard TAT is escalated via Email or SMS to the relevant stakeholder as per the escalation matrix created by the administrator of the application.

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Key Features

C-Zentrix Ticketing can be hosted over the cloud or can be installed in premise. The solution can be hosted over a private or public cloud or installed in the premise by the customer. The complete solution is based on LAMP platform and is completely browser based with no need of installing any additional application over the end users device.

Escalation matrix can be customized as per the organizations need. The administrator can define the hierarchy of the escalation matrix and set the rules for escalation which should be followed in case of escalation. The escalation details can be communicated to the user via Email or SMS notification.

IVR,Email, SMS, Chat, Social Media plugins to the ticketing system. C-Zentrix Apps come with standard APIs to plug in different communication channels to the ticketing system for notification and update.

Various user levels can be created with independent logins for different users with different roles. The administrator can define the modules which are active for the enterprise and the roles which have right to these modules. The complete modular structure of the application makes it easy to maintain and manage for the administrator.

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Competitive Differentiators

  • Capability to have a close integration with the C-Zentrix Contact Center solution

  • Complete web based solution based on LAMP platform

  • Modular architecture for super administrator for enabling disabling any particular modules as per the need of the organization

  • Android based apps for the users

  • Voice logs from C-Zentrix Contact Center get tagged with the relevant ticket number

  • Real time and historical reporting for all trouble tickets

  • APIs to plugin to any third party application in the customer’s premise