Ticketing manager
Easily create, manage, and resolve tickets, ensuring your organization addresses issues quickly and efficiently, seamlessly integrated into SAP SuccessFactors.
Clear communication
Support teams can communicate with employees and other departments, ensuring smooth and efficient resolution of issues. The Ticket Manager offers a clear overview of ticket status, priority, and complexity, providing transparency for both employees and support agents.
Fully integrated with SAP SuccessFactors, the Ticket Manager uses employee data to streamline the ticket assignment process, ensuring the right team handles each case. With the ability to track history, attachments, and conversations, this solution helps your organization address issues effectively and maintain a high level of service.
FEATURES AND BENEFITS
- Portal to create and manage tickets for the employee and agents
- Overview for employee and support department about the status of all tickets
- Indicate priorities, category and complexity
- Support for side conversations with colleagues to handle a ticket
- Support for multiple levels of support using a layer model (first line, second line)
- Support for ticket handling between departments (e.g. HR/IT/Finance)
- Fully integrated with employee data from SAP SuccessFactors (defining agents and agent groups based on SF data, direct link to employee profile data, etc.)
- History of conversations and attachments available for agent and support agent
- Use the message center to broadcast messages to affected parties, including email notifications
- Dynamically assigning tickets based on different user groups
- Add, download, save and view attachments
- Knowledge base as part of the content
- Can also be accessed directly from SAP SuccessFactors
- Available in multiple languages
- And much more…
Also watch the video on this page or download our leaflet.
For more information or a demo of the Ticketing Manager please contact us directly
