Streamline customer issue resolutions with ticket creation integration
The ticket creation integration feature supports escalated issue resolutions quickly and efficiently.
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How ticket creation integration works
Challenges faced by CS agents
without ticket creation integration
Delayed issue escalation
Agents must manually switch between platforms to escalate issues, leading to delays in addressing critical customer problems and extending resolution time.
Increased risk of errors
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.
Fragmented communication
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.
Ensure seamless issue escalation
Direct ticket creation
- Agents have to navigate multiple tabs and/or platforms just to create tickets
- Inefficient process and disrupted workflow
- Delay in issue escalation
- Agents can create a ticket directly from the chatpanel without needing to switch platforms
- Uninterrupted customer interaction and workflow
- Issues can be quickly escalated to other functions
Easy ticket tracking
- Manual issue escalation might not be well-documented, causing miscommunications between customer support team
- Customers may have to repeat their issues when connecting to different agents in the future
- No visibilities in issue tracking
- Agents receive ticket numbers instantly and can share them with customers for easy follow up
- Customers can effortlessly follow up issues with given ticket number without having to repeat issues to different agents
- Issue resolution progress can be tracked transparently
A holistic ecosystem for
customer support
Frequently Asked Questions (FAQ)
What is the ticket creation integration?
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.
How does the ticket creation integration feature helps customer service agents?
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.
How do I update the status of the ticket that has been created?
To update the ticket status, cs agents or cs managers can access the CRM ticket module.
Resolve customer issues faster with ticket creation integration from Mekari Qontak
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