Online ticket system – manage requests digitally
The online ticket system for managing emails and customer inquiries digitally. Ideal for service, support and helpdesk.
A ticket system for your company
Service companies often receive countless customer inquiries every day. One way of dealing with this is to collect the inquiries in a shared email inbox and distribute them from there. The limitations of such a system are obvious. There can be no question of clarity, maintenance is extremely time-consuming and the functionality leaves a lot to be desired.
A better solution for processing customer inquiries is an online ticket system. It is just as easy to use as a mailbox, but your options are much more varied.
A unique ticket ID is assigned to every incoming inquiry, whether customer or supplier, email or telephone. This ID can be used to handle and track the entire internal company processing procedure. Your options when working with tickets are virtually unlimited:
- Answering and forwarding tickets as with e-mails
- Change and monitor the ticket status
- Assign tickets to channels and responsible persons
- Define response times and create alarms
- Document all processes
- Import mails from Outlook via add-in
Advantages of an online ticket system
All requests at a glance
With the projectfacts online ticket system, you can keep track of your customer inquiries at all times. In an individual dashboard, each user sees incoming tickets in their channel that are relevant to them.
Ticket workflows
Define ticket statuses that are processed in a specific order, e.g. “open”, “in progress” and “completed”. This results in clear processes and those responsible always have an overview.
Billing tickets
Define individual cost rates for your ticket system, record working hours for tickets and define response times. These options make billing for support services child’s play.
Highlights of our ticket system
The all-in-one solution
Ticket management
projectfacts ensures that there are no more unanswered customer inquiries. No mail is forgotten or gets stuck in the inbox of a single employee. With the online ticket system (also known as the “ticketing system”), you can organize and manage all communication in your company – internally and externally.
As an integrated solution, projectfacts enables you to manage tickets in a variety of ways:
- Convert tickets into projects or work packages
- Record and book working times for tickets
- Settle costs incurred for a ticket
- Store and move tickets on a board
- Process service contracts via online ticketing
Complete documentation
Ticket management
With the projectfacts ticket system, you can keep track of internal and external requests: unique ticket IDs collect all processes for a topic, ticket channels separate your requests by category and you can keep an eye on the processing status with the ticket status.
The CRM system collects all ticket communication in a digital customer file. The intelligent warning system makes itself known if inquiries remain unanswered for too long.
A ticket system with its finger on the pulse: GDPR-compliant, integrated and secure.
- Personal dashboard with ticket overview
- Extensive filter and sorting functions
- Intelligent warning system for unanswered tickets
- Tickets are collected in the digital customer file
- Manage tickets online: GDPR-compliant and secure
Link tickets and projects
Ticket project management
Occasionally, a small request from a customer turns into an entire work order. You can do full justice to this with projectfacts, as you can convert a ticket into a work package or a separate (sub)project.
Avoid using additional systems and do everything in one software instead. With projectfacts, project agreements no longer have to be maintained in several places in parallel, but can be accessed centrally and online at any time. With projectfacts ticket project management, you can handle everything from a single source. This saves you important time and helps you to keep an eye on everything.
- Simply create projects from tickets
- Tickets, CRM and project management from a single source
- Plan project structure, resources and budgets
More overview and efficiency thanks to ticket system
Invoicing support
Ticket billing
Manage your service or support contracts with your customers. Your employees can enter times directly for tickets. The recorded times are automatically displayed in the billing and in the service record. This saves you and your employees double the maintenance work.
With the integrated billing workflow, you can create a ticket invoice in no time at all.
- Digitally map service and support contracts
- Configure cost rates and response times individually
- Billing fixed-price articles and booked working hours
- Integrated billing workflow
Digitize your customer support
Helpdesk
All inquiries from your customers that arrive by email are automatically converted into a ticket and end up in the system. For larger customer projects, you can use the customer or self-service portal. This means that your customers always have access to all associated tickets and can track their progress themselves. This also saves you having to make inquiries about older tickets, which can cause unnecessary new work. A real benefit for your helpdesk.
Telephone calls can also be recorded as tickets. The telephone interface, with which callers can be automatically recognized, helps you with this.
- Helpdesk with online ticketing: fast, secure and digital
- All information in the digital customer file
- Integrated customer portal
Your Customer Self Service
Customer portal
Would you like to give your key accounts direct access to your tickets? With projectfacts, you can do this easily by setting up a customer or self-service portal.
Your customers always have access to all associated tickets via the portal and can track their progress themselves. This also saves you having to make inquiries about older tickets, which can cause unnecessary new work.
The read and editing rights can be set individually for each user and organization. For example, can employees only see their own tickets or all of the organization’s tickets? The choice is yours.
Record incoming requests directly in the ticket system
Further functions of the projectfacts ticket system
- Internal tickets
- Ticket channels
- Support and sales assistance
- Response time tracking
- Ticket warnings
- Resubmissions
- Various ticket statuses
- Priorities
- Time recording via ticket projects
- Mail templates
- Autoreply
- SLA support
- Ticket billing
- External ticket cockpit
- Automatic CRM documentation
