Ticket Management

Zence Service | Ticket Management

Cut through the clutter

Streamline customer requests and deliver impeccable
seamless customer service
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Ticket Management made easy

Accelerate resolution time by 3x with cutting-edge Ticket Management Solution

Access 360° Customer View

Know your customers and their past interactions with your brand before you start a conversation. View their information and preferences to offer tailor-made solutions

Save time with Canned Responses

Spare typos and ensure consistency in brand tone with pre-drafted response templates. Customise templates to add a personal touch as and when necessary

Intuitive and Real-time Reporting

Track the progress of your tickets and their resolution time with an intuitive dashboard. This empowers you to proactively address customer concerns and ensure a consistently positive experience

Omnichannel Support for over-the-top experience

Be on top of the conversations coming in via multiple channels like email, phone, and social media from a single platform

Multi apps Integration to extend your helpdesk capabilities

Maximize your desk efficiency by seamlessly integrating with a suite of essential apps, including an Order Management System, Payment Provider, WhatsApp / Service Bot

Deliver Customer Delight on Social Media

Integrate social media platforms with Zence Ticket Management to provide swift resolutions

  • Translate comments to tickets
  • Ability to view & revert to comments and tag users
  • Detailed view of post content and interaction
  • Intent analysis

Leverage AI to enhance customer service efficiency

  • Ticket tagging with sentiment and emotion analysis
  • Mark high-priority tickets to ensure timely resolution
  • Detect intent and send first response automatically
  • Auto-detect sentiment and categorize tickets for proper handling
  • Auto-close tickets if no customer response to follow-ups
  • Automatically route sensitive and premium tickets to top agents

Maximize Agent Efficiency

Empower your agents with streamlined workflows and the right tools and knowledge to resolve issues faster

  • Send a feedback rating form to customers automatically upon ticket closure
  • Capture customer ratings for tickets
  • Compute daily and monthly CSAT ratings for agents based on customer ticket feedback
  • Offer leaders a dashboard to easily identify top and bottom-performing agents
  • Enhance ticket reports with detailed CSAT information

Related Resources

Unveiling the Future of Retailing 2024 & Beyond

The retail industry is ever-evolving, and customers’ expectations are at the forefront of this transformation. To stay ahead of the competition, retailers must embrace a customer-centric culture, ensuring an omnichannel engagement...

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FAQs

Still have some concerns? We’ve got you covered! Dive in!

Ticket management is the process of handling customer inquiries, issues, or requests through a centralized system. It involves receiving, categorizing, prioritizing, assigning, and resolving tickets efficiently. 

Ease of Use: Intuitive interface for agents and customers 

Automation: Automating routine tasks like ticket routing or responses 

Customization: Ability to customize ticket fields and workflows 

Integration: Seamless integration with other tools 

Reporting: Comprehensive reporting and analytics for performance insights 

Yes, Zence ticket management solution supports multiple channels, including email, chat, phone, social media, and more 

Yes, Zence ticketing can integrate with various other tools, including CRM systems, email platforms, chat services, and more 

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Offer your customers environment-friendly e-Receipts that are easily shareable and help businesses continue the dialogues post-purchase

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Request a Demo

Schedule a demo with our experts to explore how Zence can elevate loyalty, drive acquisition, engagement, retention and ultimately boost your bottom line.

What you can expect

  • Live walkthrough of Zence key Features
  • Industry-specific use-cases
  • Custom demos to highlight how our CRM solution addresses your unique needs
  • Expert guidance and recommendations tailored to your objectives

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