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 The value of any product is determined not only by its functionality, reliability, performance and other parameters. All these factors are significant, but the quality of service is also of importance to the user. Unfortunately, we have to admit that no product on the market is free of errors, failures and lack of information. That is why technical support is an important issue.
The Ticket Tracking (TT) system is intended for organizing technical support centers in companies irrespective of their field of activity. The system is actually a program interface enabling the client to directly contact the technical support service via the Web.
Ticket Tracking allows:
- keeping in touch with clients to solve the problems arising during the program use;
- maintaining 24-hour technical support;
- reducing the support service workload;
- dividing the message flow by product or vendor ;
- tracking the problem solving stage by stage;
- monitoring the work on each client query.
Ticket Tracking makes it possible to organize not only the work with clients, but also the work within the company. E.g. if your firm is a software vendor, the product debugging automation is a logical solution. The developers may communicate with the QA team via Ticket Tracking to optimize the quality assurance process, therefore your team will use the business time in the most efficient way.
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