Service Ticket Management

Home Service Ticket Management
Take your customer service to the next level. All you need is the right software
TechNEXA’s service ticket management enables you to automate processes that are best managed through system driven resources so that the service team can focus on engaging customers and helping them get the most out of a product. 

The more you automate, the more your service reps can focus on what is important – creating exceptional customer relationships.

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Support Ticketing System

Scheduled Reporting

Get all the reports you need automatically delivered right to your inbox according to a schedule you set up.

Dynamic Ticket Forms

Create and use dynamic sections in your ticket form to help your agents filter tickets easily and resolve them faster.

Integrations

Integrate everything your support team needs into your helpdesk – from payment management to translations and much more.

HOW TO EFFECTIVELY MANAGE IT SERVICE REQUESTS

Log Service Request

Challenges

  • Disparate Channels for logging service request such as email, phone, chat, social media, walk-up, in-person
  • No centralization

Solutions

  • Centralize service request logging with web-based service request portal
  • Dynamic input fields for logging service request
  • Automatically convert inbound email service requests into help desk tickets

Ticket Creation

Challenges

  • Manual ticket creation by each technician for every help desk task
  • No consistency and standardization of inputs received from end-users in the ticket fields

Solutions

  • Automate ticket creation for repetitive tasks
  • Consistency across input for ticket fields
  • Customization to design ticket creation forms per requirement
  • Associate asset details with incident tickets during ticket creation

Technician Assignment

Challenges

  • Manual ticket assignment to technicians
  • Maintaining ticket assignment status in spreadsheet

Solutions

  • Automate ticket-to-technician assignment
  • Dynamically assign tickets based on predefined business logic: ticket status, location, technician availability, etc.
  • Track ticket status & fulfilment progress on Web interface

Ticket Resolution

Challenges

  • Difficulty in physically visiting & supporting remote computers
  • Incident management & incident resolution are disjoint processes

Solutions

  • Leverage remote support integration & initiate remote session from help desk
  • Integrate incident management and incident resolution
  • Integrate service requests & IT asset inventory with remote access
  • Save time & effort by resolving tickets remotely

Communication to End-user

Challenges

  • Disconnected communication with end-users on ticket status
  • Time wasted in disparate communication channels, such as phone call, email, chat, etc.

Solutions

  • Streamlined communication with end-users via help desk
  • Automatic ticket acknowledgement & email notifications
  • Two-way communication via singular channel-ticket notes in help desk

SectionTicket Closure

Challenges

  • Time spent on manually updating troubleshooting details to tickets and closing them
  • Close incident and problem tickets one-by-one

Solutions

  • Update & close ticket from remote session-incident management & desktop support are integrated saving time & effort
  • Associate multiple incidents tickets with problem ticket and close them all at once

Customer Feedback

Challenges

  • No visibility into technician performance and ticket fulfilment status

Solutions

  • Dashboards provide metrics on technician performance & service delivery status
  • Analyze historical help desk performance data and improve quality of support
Everything you need from ticketing software

Get going in minutes

It’s easy to get started. No setup time or installation required with our cloud-based offering. Get to done faster with time-saving tools like ticket views, approval workflows, and automation -- all out-of-the-box.

Easier than your inbox

Don’t lose track of a conversation with your customer. Move the conversation from the inbox to one queue in Jira Service Desk so nothing falls through the cracks. Experience less back and forth and more resolved tickets.

Offer self-service

Help customers help themselves, the best way to scale support with a limited staff. Save time and reduce tickets with an integrated knowledge base.
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