Ticket Portal Software
The OneDesk ticket portal software displays the ticket progress cycle to its end-users. Along with the progress cycle, ticket requesters are also provided ticket portal tools to foster communication with the service provider, publish tickets and access training modules. The ticket portal system includes the live chat, webform and knowledgebase application to provide the viewing audience more transparency, collaboration opportunities and control in the service they receive.
Ticket portal system
OneDesk ticket portal system is highly configurable and can be customized according to the needs of the customers. You and your team can add your logo and company colours to build your ticket portal system. At the same time, your team has the control to decide what information to display in the portal. For instance, you could provide complete transparency to your customers by including details about the ticket resolution process or present a piece of very general information about the requested tickets.
Online Ticket Portal Software
OneDesk is an online ticket portal software that can be accessed in multiple devices with WIFI access. As an online portal system, OneDesk overcomes all the technical errors associated with inhouse applications. By simply selecting a subscription plan, your organization can eliminate the cost of building proprietary software.
Trouble Ticket Portal Software
OneDesk Trouble ticket portal software displays information about the interventions made by the service provider to resolve the trouble ticket. In OneDesk Portal systems, you can include various information regarding the ticket progress cycle. For instance, customers can follow tickets and projects within the portal and receive information each time the agent works on these items. Support agents can also keep the customer in the loop by providing updates each time a lifecycle status of the ticket changes.
Helpdesk Ticket Portal
OneDesk Helpdesk Ticket Portal serves a centralized system that provides technical resources to its customers. Customers can use the portal to request services and resolve general technical problems. One of the unique properties of OneDesk is that it offers self-help support resources to reduce agent interventions. That way, only the most complex support requests are escalated to support agents.
Benefits of Ticket Portal System
There are many benefits of administering OneDesk helpdesk ticket portal software within an organization. The most common advantage is that helpdesk systems reduce call times and offer a quicker ticket resolution process. From a business standpoint, reduce call times allow agents to focus on their task and remain productive. As more valuable resources are uploaded to the knowledge base, customers are better equipped to manage common technical problems. The availability of knowledge base articles to customers also results in reducing agent workload, therefore allowing them to focus on more critical tasks at hand. The customers are also benefitted in this process. The helpdesk ticket portal system includes relevant information and the progress rate of the customer request. The constant update allows customers to remain informed about the measures being taken until ticket resolution.
Ticketing Portal Software
OneDesk Ticketing Portal Software includes a series of customer applications that serve different purposes. Internal users can add more customer applications to the portal according to the company objectives. As a ticketing portal software, OneDesk gives you the control to provide various information regarding the ticket. You can include details about the planning. The planned start and planned finish property present how well your task plan matches your actual work. The goal is to personalize the information offered to provide the best customer experience. You can even display details about the agent who is working on the support tickets. By posting the assignee name, you humanize the support experience and also show agent accountability for a task or ticket.
OneDek workflow automations enable your team to automate tickets by routing it to the assigned team based on different properties. For instance, you can filter customer ticket requests according to keywords. To better manage high priority task, you can assign those tickets to the most experienced agents in your team. Tickets can also be routed to the manager according to the lifecycle status to monitor the completion of projects. You can set your rules to workflow automations to streamline your workflow.
Ticketing Portal Features
Filter: Customers can monitor the progress of ticket requests according to tp the filter viewing options that you provide. For instance, items can be filtered according to their types, projects and status. Your customers can view their own tickets, followed items or all tickets based on you the properties you select in OneDesk.
Sorting: The sorting arranges the tickets into the following groups: trending, popular and recent. Trending allows the viewer to check the progress of a high priority ticket requests. The popular is the ticket with the most views. While the recent shows the ticket last viewed by the customer.
Following: You can add the following tab to the items requested by your customer. That way, your customers can follow the updates of the ticket request of their choosing and remain informed until the ticket reaches its resolution process.
Signup Button: The signup button offers your customers to create a profile to view the updates on their requested tickets. By creating a profile, your customers can securely view private information about their items.
Ticket Portal Properties
You can add different properties to display in-depth information to your customers about their requested items within the portal. In today’s world, project management is about keeping customers informed every step of the way. That is why it is best to be as informative as possible by selecting the portal properties that may are useful for your customers.
Here are some examples of some portal properties and their meaning.
ID: The ID number serves as a reference point when discussing the ticket with the agent.
Type: OneDesk permits you to create numerous ticket types. This is why it’s important to specify the item type.
Name: The name provides a summary of the ticket request and generally the first way a customer locates their ticket.
Status: The lifecycle status of the ticket type provides details about the progression of ticket requests to customers.
Conversations: By adding the conversation property, your customers can communicate within the ticket type.
Percentage Complete: This displays the amount of work that has been completed by the agent.
Priority: The priority shows the urgency of the customer request.
Project: The projects are the container for all item types in OneDesk. Significant projects include many ticket requests. Therefore, customers may want to monitor project health via the portal.