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Regardless of the origin channel, every customer request automatically generates a ticket. Traditional channels include chat, email, letter, and call.In addition, there is the Customer Centre for personal consultations on-site, the Portal for requests submitted via integrated web forms, and the System for automatically generated tasks, such as those arising from Mako or NNA processes.

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Display

At a glance: the mood of the customer, content and subject, priority, assignment, and status. The view can be sorted individually. The Filter allows for the specific retrieval of certain tickets across many criteria. The Bulk Update allows targeted actions across multiple tickets.
Ticket Overview

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Filter

In addition to conventional filter functions, the filter offers additional features that go beyond the classic limitation of tickets.

Filter

If the user has skills registered, e.g. meter reading and bank details, the Autopilot can be activated.
The topics in the filter are now pre-filled, and in this mode, the user only receives tickets that match the registered skills.
By filtering for upset customers and targeted processing, escalations can be prevented.

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Bulk Update

The bulk update allows for the targeted and consistent changing of attributes of several tickets.

Bulk Update

Using the checkbox selection, any number of tickets can be marked and then updated in one step.
This allows efficient operation adjustments to be made across large volumes of tickets without having to open each ticket individually.

Bulk Update

An update of status, agent, priority, and due date behaves similarly to in a single ticket.
When updating topics, all existing tags of the selected tickets will be replaced. If topics are to be supplemented or removed, separate options are available.
A “Complete Update” in the “AI Re-processing” menu updates all AI results of the selected tickets. The processing is carried out in the background and usually takes 5–30 seconds per ticket.
In day-to-day operations, it happens that an increased number of tickets on a certain topic are submitted and need to be prioritized for short-term processing.
If the priority is set via bulk update, it will persist even with subsequent customer feedback, even when the new request relates to another, less relevant topic!
To make sure that the priority is again dictated by the respective topic for renewed feedback, it is recommended to use a tag like “Temporary prioritized” with the appropriate priority. This tag can be specifically added to the affected tickets, used for the duration of the prioritization, and then equally specifically removed again.