Customer Support Ticket Management Tool Development
Budget: ₹12,500 – ₹37,500 INR
Ticket Management Software - [Support Web, iOS, Android]
1. Project and Customer-Specific Links
- Links customized per project and customer.
- Features include SLA adherence.
- UI customized with customer and ITPF logos.
2. User-Friendly Interface
- Intuitive interface for users.
- Customizable (colour, theme, text) ticket views based on user preferences.
- Web/mobile app access for super admin, admin, manager, agent & user and Customer.
- Real-time chat functionality with support for multiple communication channels.
- Live chat capabilities if the user (if showing online) is available.
- Page displaying outages (banner project wise) to prevent unnecessary ticket creation.
- Multi-Factor Authentication (MFA) support.
- Manage all support requests in a single interface, with the ability to create custom views using various filters.
3. SLA Management
- Multiple SLA policies with customizable business hours.
- Holiday settings based on customer or universal application.
- SLA pauses for dependencies [should be recorded in logs to track].
4. Ticket Types
- Classification of tickets: Incident, Service Request, Project [Option to customise/ add] based on projects].
- Hidden ticket cost options based on customer and type [Integrating with freelancer tools] as a global setting project.
5. Ticket Creation and Integration
- Ticket creation methods: Web, mobile app, email (for new emails only - not for Reply or forward), BOT, WhatsApp.
- Convert email or WhatsApp chat into tickets.
- Ticket should show, the method to create ticket.
- Ticket creation by authenticated users only.
- Customers can upload necessary files, such as images or PDFs, with their requests.
- Add Timestamps for each ticket, to indicate when the ticket was created, modified, or closed.
6. Ticket Management
- Customizable status options: Open, Assigned, Re-Assigned, Pending (Work in Progress), On Hold (due to dependency), Resolved, Closed, and Re-Open [Option to customise/ add].
- On-Hold option should view additional fields to select On-Hold Reason [Option to customise/ add] with image upload.
- Prevent selection of statuses out of order (e.g., Closed before Work in Progress).
- Ticket merging capabilities with new ticket numbers and logging details.
- Bulk ticket creation for multiple users.
7. Templates
- Predefined email response templates for ticket generation, SLA breaches, closures, etc [based on Project/ Customer] .
8. Ticket Responses
- Customizable responses to users (who raised the ticket) or specific users.
- Ticket Response to Customer SPOC, End User or both (based on Project/ Customer), based on the Project level setting.
- Auto response using fix template based on ticket status.
- Creation of saved responses for common inquiries.
9. User Profile
- Personal details.
- Map with Project/ Customer.
10. Ticket Details
- Ticket ID/Number for tracking (auto).
- Request type: Self/ On-behalf
* Self: Pickup details from profile.
* On-behalf: End user name, email Id, mobile no., location and address with Pin Code.
- Ticket Type: Incident, Service Request, Inquiry, etc.
- Technical Issues: Hardware/ Software/ Network, etc.
11. Call Closure Reports
- Automatic generation of call reports based on ticket details for sign-off or allow to used custom call report [Option to used any one based on Project/ Customer, send along with ticket creation] with upload option.
- Option to get the call report sign on mobile app using signature.
- Upload additional photographs along with call report (before and after).
- Additional report upload if specific to customer.
- Option to add additional field (like MAC ID, Serial No., Model No., etc) at the time of call closure.
11. Escalation Management
- Group escalation (multiple email ids) based on SLA response or resolution timelines via email, SMS, WhatsApp, or phone call.
- Automated messages for specific customers or critical ticket types to group via email, SMS, WhatsApp, or phone call.
- #On-hold call escalation after certain period to group.
- Call escalation if not closed with SLA, with re-send after certain period till close.
12. Customer Feedback
- CSAT surveys and reports.
- Each call rating via e-mail.
13. Agent Management
- Efficient management of agent shifts across time zones.
- Grouping agents for specific projects.
- Ticket visibility based on customer or overall availability.
- Display pending tickets based on workload before new assignments to engineer.
- Assignment to company engineers or freelancers (integrating with freelancer tools).
- Engineer suggestions based on location/skill.
- Ticket deletion permissions requiring multi-level approval.
- Region selection for support (Tier 1, 2, 3).
- Email notifications to customers for hold/closure with escalation options [If agent closed the call without solution or hold unnecessary].
14. Role-Based Access Control
- Detailed control over user permissions and access levels.
- IP range restrictions.
15. Collision Detection
- Notification when another agent is viewing, responding to, or updating the same ticket.
16. Custom Reports and Dashboards
- Real-time dashboards.
- Reports categorized by day, agent, customer, SLA missed, and incident type.
- Custom report generation options with download in excel/ csv.
- Daily automated reports for user groups.
- Specific report sharing capabilities via email.
- Ticket generation for billing purposes.
- Dashboard to show open ticket in map with count and ticket no to open directly.
17. Tags and Notes
- Labels or attributes for organizing and categorizing tickets.
- Ability to add internal notes or comments to tickets.
18. AI-Powered Features
- AI assistance for drafting replies.
- Use of canned (pre-defined) responses in Helpdesk by typing a hash mark (#) followed by the shortcut name.
19. Knowledge Based (Separate Module)
- Creation of knowledge base.
- Integration with a knowledge base for self-service resolution by user before raising ticket.
20. Integration
- Third-party integration support.
21. Engineers
- Select Option to start the call and close the call.
1. Project and Customer-Specific Links
- Links customized per project and customer.
- Features include SLA adherence.
- UI customized with customer and ITPF logos.
2. User-Friendly Interface
- Intuitive interface for users.
- Customizable (colour, theme, text) ticket views based on user preferences.
- Web/mobile app access for super admin, admin, manager, agent & user and Customer.
- Real-time chat functionality with support for multiple communication channels.
- Live chat capabilities if the user (if showing online) is available.
- Page displaying outages (banner project wise) to prevent unnecessary ticket creation.
- Multi-Factor Authentication (MFA) support.
- Manage all support requests in a single interface, with the ability to create custom views using various filters.
3. SLA Management
- Multiple SLA policies with customizable business hours.
- Holiday settings based on customer or universal application.
- SLA pauses for dependencies [should be recorded in logs to track].
4. Ticket Types
- Classification of tickets: Incident, Service Request, Project [Option to customise/ add] based on projects].
- Hidden ticket cost options based on customer and type [Integrating with freelancer tools] as a global setting project.
5. Ticket Creation and Integration
- Ticket creation methods: Web, mobile app, email (for new emails only - not for Reply or forward), BOT, WhatsApp.
- Convert email or WhatsApp chat into tickets.
- Ticket should show, the method to create ticket.
- Ticket creation by authenticated users only.
- Customers can upload necessary files, such as images or PDFs, with their requests.
- Add Timestamps for each ticket, to indicate when the ticket was created, modified, or closed.
6. Ticket Management
- Customizable status options: Open, Assigned, Re-Assigned, Pending (Work in Progress), On Hold (due to dependency), Resolved, Closed, and Re-Open [Option to customise/ add].
- On-Hold option should view additional fields to select On-Hold Reason [Option to customise/ add] with image upload.
- Prevent selection of statuses out of order (e.g., Closed before Work in Progress).
- Ticket merging capabilities with new ticket numbers and logging details.
- Bulk ticket creation for multiple users.
7. Templates
- Predefined email response templates for ticket generation, SLA breaches, closures, etc [based on Project/ Customer] .
8. Ticket Responses
- Customizable responses to users (who raised the ticket) or specific users.
- Ticket Response to Customer SPOC, End User or both (based on Project/ Customer), based on the Project level setting.
- Auto response using fix template based on ticket status.
- Creation of saved responses for common inquiries.
9. User Profile
- Personal details.
- Map with Project/ Customer.
10. Ticket Details
- Ticket ID/Number for tracking (auto).
- Request type: Self/ On-behalf
* Self: Pickup details from profile.
* On-behalf: End user name, email Id, mobile no., location and address with Pin Code.
- Ticket Type: Incident, Service Request, Inquiry, etc.
- Technical Issues: Hardware/ Software/ Network, etc.
11. Call Closure Reports
- Automatic generation of call reports based on ticket details for sign-off or allow to used custom call report [Option to used any one based on Project/ Customer, send along with ticket creation] with upload option.
- Option to get the call report sign on mobile app using signature.
- Upload additional photographs along with call report (before and after).
- Additional report upload if specific to customer.
- Option to add additional field (like MAC ID, Serial No., Model No., etc) at the time of call closure.
11. Escalation Management
- Group escalation (multiple email ids) based on SLA response or resolution timelines via email, SMS, WhatsApp, or phone call.
- Automated messages for specific customers or critical ticket types to group via email, SMS, WhatsApp, or phone call.
- #On-hold call escalation after certain period to group.
- Call escalation if not closed with SLA, with re-send after certain period till close.
12. Customer Feedback
- CSAT surveys and reports.
- Each call rating via e-mail.
13. Agent Management
- Efficient management of agent shifts across time zones.
- Grouping agents for specific projects.
- Ticket visibility based on customer or overall availability.
- Display pending tickets based on workload before new assignments to engineer.
- Assignment to company engineers or freelancers (integrating with freelancer tools).
- Engineer suggestions based on location/skill.
- Ticket deletion permissions requiring multi-level approval.
- Region selection for support (Tier 1, 2, 3).
- Email notifications to customers for hold/closure with escalation options [If agent closed the call without solution or hold unnecessary].
14. Role-Based Access Control
- Detailed control over user permissions and access levels.
- IP range restrictions.
15. Collision Detection
- Notification when another agent is viewing, responding to, or updating the same ticket.
16. Custom Reports and Dashboards
- Real-time dashboards.
- Reports categorized by day, agent, customer, SLA missed, and incident type.
- Custom report generation options with download in excel/ csv.
- Daily automated reports for user groups.
- Specific report sharing capabilities via email.
- Ticket generation for billing purposes.
- Dashboard to show open ticket in map with count and ticket no to open directly.
17. Tags and Notes
- Labels or attributes for organizing and categorizing tickets.
- Ability to add internal notes or comments to tickets.
18. AI-Powered Features
- AI assistance for drafting replies.
- Use of canned (pre-defined) responses in Helpdesk by typing a hash mark (#) followed by the shortcut name.
19. Knowledge Based (Separate Module)
- Creation of knowledge base.
- Integration with a knowledge base for self-service resolution by user before raising ticket.
20. Integration
- Third-party integration support.
21. Engineers
- Select Option to start the call and close the call.