Help Desk Software

Help Desk Tickets

A ticketing system takes a customer’s email, converts it to a ticket, and then routes that ticket to an agent who can quickly answer a question or resolve an issue. Tickets can be routed to various groups based on a particular role or, using SmarterTrack’s Events System, based on a product type, on a customer’s language, on a level of agent specialization, or on several other variables. The agent then owns that ticket, and can see it through to resolution or, if needed, transfer it to another group and/or another agent. All that communication is tracked and can be reported on by a manager or business owner.