A help desk ticketing system is a tool that is used to track if things are being done as they should. For each task or concerned customers, there’s a ticket issued with details about what was done, who did what and when, and what else needs to be resolved, among other information. The Silveraxiom ticketing system is designed to allow event registration, assignment of a ticket, tracking of changes on a ticket, sending ticket status updates to other departments, and closing a ticket to name a few.
Have the ability to track all your jobs in real time, the relevant stakeholders, costs, time taken and any relevant documentation
Categorically automate the process that tickets are to follow using the underlying workflow engine. This allows for automatic aligning of tickets with the respective stakeholders be them internal or external teams.
Using the workflow engine, tickets can easily be escalated should certain parameters not be met allowing for accountability to be easily placed.
Stakeholders that are directly involved with tickets have the ability to track the status of tickets to ensure that they have been acted upon and escalate them if they have not.
Have a complete audit trail of all new, open and closed tickets. This ensures complete accountability and visibility into all the activities within your department.
Have a centralised view of all new, open and closed tickets. This together with the urgency of each ticket allows managers to effectively manage their teams duties.
Stakeholders; be them clients, staff, external suppliers and/or IoT devices; have the ability to create tickets via email, SMS or through the mobile application.
This allows the team replying to tickets to offer uniform replies should recurring requests for the same issue occur.