Automated Ticket Closure System | Groweon CRM for Smart Support Resolution

Ticket Assignment Alert

The first phase of inefficient ticket management is ensuring that the appropriate support member is assigned to the right ticket at the right time. The Ticket Assignment alert system sends automatic notifications and alerts whenever a new ticket is raised and reassigned to another support department.

For a better understanding if a customer raises an issue regarding billing, then the system automatically assigns that ticket to the appropriate finance department, ensuring that no more time is wasted on manual ticket assignment. The automated alert system eliminates delays, ensures accountability, and keeps everyone on the same page.

Benefits:

Reduces the time of resolving and handling tickets.
Leads better Accountability by assigning individual tickets to the predefined team member.
Eliminated the risk of overlooked tickets and unresolved issues.

Ticket Closure SLA Tracking

The ticket Closure SLA Tracking Features help businesses to ensure that all the tickets will be resolved within the time frame or within a time limit, which increases happy customers and leads to better accountability. By monitoring ticket progress against predefined service level agreements, your users can identify the delays in delivering services, simplify operations, and satisfy more and more customers. This feature gives you a better insight into how your team is performing and enables users to provide and maintain a better service level that will help you retain customers and making with them a long-term relationship.

A priority customer reports a billing issue that must be resolved within 24 hours. SLA tracking ensures this ticket is flagged, monitored, and resolved within the promised time frame, enhancing trust and reliability.

Benefits:

Builds customer trust by solving their queries within the time frame.
Avoid service level agreement breaches by maintaining service level and timely alerts.
Improve your service level and quality.

Turnaround Time (TAT) Management: Faster Resolutions

The TAT (Turn Around Time) is responsible for measuring the time that was taken to resolve a particular ticket. This helps ensure that your support team is working well and resolving the customer's queries on time without any kind of delay. So by having this, you can monitor, and organise your support team and tickets also you can recognise in which field you need improvement so that your service quality can also improve. For instance, if technical issues consistently take longer to resolve, TAT analysis can help pinpoint the reasons, such as a need for additional training or resources.

Benefits:

Encourages your team members to resolve tickets faster.
You can identify the area where your business needs improving in resolving queries.
Helps identify which users need any kind of support so that you can allocate the required resources.

Custom Ticket Closure Workflow: Tailored to Your Needs

Every business operates differently, and their ticket resolution processes vary accordingly. The Custom Ticket Closure Workflow feature allows businesses to design workflows that suit their unique requirements.

For instance, resolving a technical issue may require approval from multiple departments, while a simple billing query might follow a straightforward path. Custom workflows ensure that every ticket is handled appropriately without unnecessary steps.

Example: A ticket regarding a product defect might require coordination between the quality assurance and logistics teams before final resolution. The workflow can automate these steps, ensuring smooth coordination and timely resolution.

Benefits:

Reduces confusion with structured workflows.
Tailors ticket management to specific business needs.
Ensures consistency and standardization across teams.

User Permission Management

Groweon Service Ticket Automation provides better user permission management as it gives you the control to manage the sensitive data of customers. You can set the Role-based data access limit for instance a financial department can access finance-related data. Ensure that only an authenticated person can resolve tickets the IT department will only resolve IT-related Tickets, and the finance department will only resolve and modify billing-related tickets. This not only protects customer information but also creates a clear hierarchy in ticket handling.

Benefits of User Permission Management:

Improves the security of your customer's sensitive data by restricting access.
Prevents an unauthorized person can not making any changes to tickets.
Simplifies audit trails for accountability.

Custom Form Creation:

A ticket is only as good as the information it contains. Custom Form Creation allows businesses to design forms that capture all necessary details for resolving tickets efficiently.

For example, a technical issue form might include fields for device type, error codes, and screenshots, while a billing issue form might focus on invoice numbers and payment details. Organized and detailed data ensures that teams have everything they need to resolve tickets quickly.

Benefits: :

Reduces back-and-forth communication for additional details.
Speeds up the resolution process with comprehensive ticket information.
Enhances accuracy in issue tracking.

The Comprehensive Benefits of Ticket Closure Process Automation

Enhanced Efficiency :

By automating repetitive tasks like ticket assignment, prioritization, and escalation, businesses can save valuable time and resources. This allows support teams to focus on resolving tickets rather than managing them manually.

Improved Accuracy:

Structured workflows and detailed data collection reduce the chances of human error, ensuring tickets are resolved correctly the first time.

Increased Customer Satisfaction:

Faster resolution times, proactive SLA tracking, and consistent communication lead to happier customers who feel valued and heard.

Better Team Productivity:

Automation frees up team members from mundane tasks, enabling them to concentrate on complex or high-priority issues.

Greater Accountability and Transparency:

With features like SLA tracking and user permissions, businesses can maintain clear records of who is responsible for each ticket, ensuring accountability at every step.