Support TicketTickets for recording a customer or internal request.customer service such as the ability to view customer accounts and enter orders or returns.
Knowledge BaseKnowledge resources for answering customer inquiries and troubleshooting.root cause and fixing problems that are causing issues.
MonitoringMonitoring your services to automatically detect issues and create tickets.
AlarmsHandling automated alarms generated by equipment and software.
CorrelationA single incident may lead to a flood of thousands of tickets. Correlation is the ability to identify tickets that are all related and handle them all at once.
Ticket AnalysisInvestigating tickets to determine their severity and impact. Some tools allow for this to be automated.
NotificationNotifying people of tickets.
EscalationThe process of contacting people to fix incidents or address customer concerns.
Ticket AnalyticsViewing ticket data such as volumes to manage resources and optimize ticket management.
HistoryMaintaining historical tickets.
ReportingReporting customer support and incident management metrics such as customer satisfaction and mean time to repair.
|Overview: Ticket Management
The process of managing issues and requests.