The ticket creation integration feature supports escalated issue resolutions quickly and efficiently.
Agents must manually switch between platforms to escalate issues, leading to delays in addressing critical customer problems and extending resolution time.
Manually entering ticket information into a separate system increases the likelihood of errors and omissions, resulting in incomplete or incorrect escalation which complicates the resolution process even further.
Without an integrated ticketing system, tracking and following up on escalated issues become challenging due to fragmented communication and lack of transparency both for agents and customers.
Ticket creation integration is Mekari Qontak’s feature that integrates CRM ticket module to Omnichannel in order to make issue escalation effortless and supports cs agent to create tickets directly from the chatpanel.
In addition to the ease of ticket creation without moving platforms, agents can also see the ongoing ticket number of the customer they are serving. This feature supports cs agents to serve customers promptly and to provide information about the ticket status without having to ask fellow agents manually.
To update the ticket status, cs agents or cs managers can access the CRM ticket module.
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