Online ticket administration

Manage customer inquiries quickly and efficiently with online ticket administration. Optimize support and helpdesk in your company.

Manage tickets online – quickly, easily and intuitively

By using ticket management for your internal and external communication, you can take your support to a new level. Your customer service will not only be faster, but also more convenient and accurate. With online ticket administration, everyone in your team knows what needs to be done and when, and no request is forgotten.

Manage tickets online

In the ticket preview, you have all the important information about a ticket at a glance: Status, contact, processor and when it was received. This gives you an optimal overview and allows you to work efficiently.

View ticket processes

The unique ticket ID automatically collects all processes relating to a ticket. This allows you to seamlessly track both communication with the customer and internal coordination.

Working with tickets

Ticket channels ensure that incoming requests end up in the right place. With the right ticket workflow, you can also clearly define the workflow. This means your team always knows what needs to be done.

Online ticket management makes work easier for your support team

If every member of the support team knows exactly which tasks have which priority, you can assist your customers quickly and competently. By using projectfacts ticket management, you can guarantee exactly that – and relieve your employees at the same time.

All requests in the ticket overview

The ticket overview shows you the tickets in the different channels. You can also see the duration of the ticket, the status, markers and customer information. Filters and individual configurations allow you to create the overview in the software in the way that best helps you in your daily work. This really makes work easier for your support team, as it allows them to concentrate on the most important things: Your customers.

Simple ticket management with projectfacts

Are you looking for a simple software solution to manage incoming requests? Then try our ticket management. It combines all the functions you need for your support.

Integrated ticket management: all information about a ticket at a glance

Only those who know the entire history of a request can provide helpful support. You will therefore always see a complete process overview within a ticket. Every change within the ticket is documented in this way so that you can track everything at any time.

Work effectively with tickets

You can move the ticket to different channels , assign it to teams or individual employees and communicate within the ticket – both internally and externally with the customer. The customer portal allows you to integrate your customers directly into the ticket system. This saves you having to make frequent inquiries about the status of tickets. Instead, your customers can see the current progress live at any time.

Intelligent networking

The special feature of the projectfacts ticket system: Thanks to intelligent links , you not only see the ticket with all its processes. At the touch of a button, you can also view all information about the project and the customer as well as service information, such as service level agreements (SLAs).

Edit and check tickets

Ticket management with projectfacts is intuitive, clear and adapts to your needs. Decide for yourself which channels you want to use and which statuses you want to assign. In this way, projectfacts adapts to your processes, not the other way around.

Templates & text modules

Many convenient features simplify working with tickets. Thanks to a modern text editor, ready-made text modules, automatic responses and drag & drop, processing tickets in the software is child’s play.

Processors & responsible persons

Tickets are dynamic tasks. This means Responsibilities can change quickly or new problems can arise. Your ticket management software shows you live who is currently working on what.

Ticket status

The ticket status shows you at a glance where your team stands. You can see the status of your ticket at a glance at any time and know whether the ticket is currently with the customer for review or whether one of your team members needs to take action.

Manage online tickets at team and employee level

You can assign the tasks resulting from a ticket to individual employees or entire teams. Thanks to a sophisticated rights system, you can individually manage which information your employees are allowed to view and which they are not.

Ticket channels

You can bundle tickets in channels that are managed by different employees. For example, you can only give teams access to certain channels, while team leaders can see all tickets. The assignment to channels also determines who is explicitly informed about a new ticket and who can only view it within the channels.

Ticket processor

Assign tasks to different ticket handlers, for example according to qualification. This ensures competent support – to the satisfaction of your customers. You can assign the tickets yourself or the ticket system in projectfacts can do it for you. If desired, the customer can decide who should receive which ticket.

Each user has an individual overview in the ticket management software and can view their personal requests in order to structure tasks. This allows you to organize your day-to-day work and that of your employees.

Tickets can be quickly and easily assigned to people or teams
Ticket channels with individual reading and editing rights
Comprehensive rights system to cover your requirements
Automatic ticket distribution on request or according to customer requirements

The solution for your online ticket management

Manage your customer inquiries in an online system instead of in overflowing mailboxes.
This allows you to maintain an overview and organize your team’s work effectively.

Analyze tickets, optimize support

Do you want to optimize the quality of your support? Then evaluate tickets in the projectfacts ticket analysis.

The ticket analysis reveals a variety of details about your ticket management using selected key figures: How long did it take to process a ticket? Which customer opens the most tickets for which topic?

These and many other questions are answered by the ticket analysis. This provides you with important information on the areas in which your support can be improved.

Ticket management at a glance

Quick and easy

Manage your tickets online: All processes at a glance

Management types

Comprehensive ticket management options: status, channels and much more

Information overview

All relevant information about the customer can be viewed via the ticket

Ticket processor

Tickets can be quickly and easily assigned to people or teams

Overview

Individual ticket overview per employee

Ticket analysis

Sophisticated ticket analysis offers you individual evaluations

Still have questions? We have the right answer!

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