Ticket Management

Project Description

osTicket is a widely-used and trusted open source support ticket system.
It seamlessly routes inquiries created via email, web-forms and phone calls into
a simple, easy-to-use, multi-user, web-based customer support platform.

Features

Custom Fields

Customize the data collected from users when submitting a ticket to help get straight to the issue.

Ticket Filters

Define rules to route incoming tickets to the right departments or staff members, and action triggers.

Agent Collision Avoidance

Ticket locking mechanism to allow staff to lock tickets during response and avoid conflicting or dual responses.

Assign and Transfer

Transfer tickets between departments to make sure it's being handled by the correct staff. Assign tickets to a staff or to a team.

Auto-Responder

Configurable automatic reply sent out when a new ticket is opened or a message is received.

Customer Portal

All support requests and responses are archived online. User can login using email and ticket ID. No user account or registration required to submit a ticket.

Ticket Management Details

What is Ticket Management

Customer-support centers receive a lot of tickets everyday. Customers send tickets using e-mail, call because they have a ticket or fill up forms on the Web which are sent to customer-support centers. It is important that customer-support centers have a central point of reference to manage all the incoming tickets effectively. Our Support enables you to handle all your incoming tickets easily. You can track unassigned tickets, overdue tickets, closed and escalated tickets easily.

Our Support for Ticket Management

Add tickets manually, View details about tickets, View the conversation thread for a specific ticket, Ticket View Menu, Assign tickets to agents, Reply to tickets, Edit a customer ticket, Close customer tickets, Delete tickets, Merge tickets, Split a ticket into a new ticket, Sort tickets, and Much More

TicketGallery

  • Custom Tickets
  • Open Tickets
  • Create User
  • Edit Tickets
  • Import User