A support request lost in an inbox is not a resolved request. The ticket module makes recording, assignment, response time and closure visible.
Key capabilities
Ticket capture
Users open a request from the screen they are on, and screen and user context is attached automatically.
Assignment and tracking
Requests are assigned to a team and every status change is recorded.
Time visibility
Time open and first response time are tracked.
Menu visibility
The module menu follows the user's permissions; screens they cannot use are not listed.
History
Earlier requests on the same topic are linked.
Reporting
Ticket volume, topic distribution and resolution times are reported.
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