In today’s retail world, shopping is no longer tied to a single channel. A customer might browse a product in-store, check reviews on a mobile app, and finally make the...
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Zence Service | Ticket Management
Cut through the clutter
Streamline customer requests and deliver impeccable
seamless customer service
seamless customer service
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
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The Power of Predictive Analytics: Forecasting Festive Shopping Trends with Zence CRM
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The Future of Travel: How AI is transforming Guest Experiences
Think about the last time you planned a trip. Did you just book a flight and hotel or were you looking for something more? Most travelers today want journeys that...
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Rethinking Customer Experience with AI — Through the Zence lens
We’re living in the experience era, where customers no longer judge brands only by the quality of their products or the competitiveness of their prices. Loyalty today is defined by...
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Festive Campaign Playbook: How Retailers can design Winning Customer Journeys?
The festive season in India is more than just shopping, it’s a tradition, an emotion, and a time when customers expect brands to celebrate with them. From Diwali lights to...
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Top 7 Common CX Mistakes D2C Brands make (and How Zence CRM Fixes Them)
In today’s competitive D2C landscape, customer experience isn’t just a differentiator—it’s the growth engine. Yet, many brands continue to face fragmented tools, outdated workflows, and superficial personalization that fails to...
Read MoreFAQs
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
Explore Our Other Products
Best-in-class, integrated solutions, all powered by a Customer Data Platform
Campaign Management
Deliver relevant experiences by personalizing every experience across preferred channels
Feedback Management
Gain an in-depth customer understanding with an advanced VoC solution that enables you to capture customers' feedback and act on it
Lead Management
Capture, nurture, track and manage leads without hassle. Drive conversion by moving leads through the sales pipeline efficiently
Reports & Dashboard
Understand the story behind every customer's action. Unlock data's true value by embedding it in your business strategy
Digital Receipt
Offer your customers environment-friendly e-Receipts that are easily shareable and help businesses continue the dialogues post-purchase
Chat & Buy
Boost sales and digitize your brand’s shopping experience via WhatsApp and Digital Commerce Bot
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