Regardless of the original channel, a ticket is automatically generated for every customer request. The traditional channels include Chat, Email, Letter, and Call.

In addition, there is the Customer Centre for in-person meetings, the Portal for concerns submitted via integrated web forms, and the System for automatically generated tasks, as they may arise in the context of Mako or NNA processes.

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Ticket Overview

At a glance: Mood of the customer, Content and Subject, Priority, Assignment and Status. The view can be sorted individually. The filter allows you to specifically query the most important criteria, and the free text search lets you determine any parameter.

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Filters

If Skills (capabilities) have been stored for the user, for example, meter reading and bank data, Autopilot can be activated. In this mode, the user only receives tickets that match the stored capabilities.

Different browser tabs can have different filter settings.

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Bulk Update

If several tickets are selected via the checkbox, updates can be made to the status, priority, topic, and due date in one operation. The assignment of selected tickets to a specific agent can also be implemented this way.