TICKET MODULE - HELPDESK

Automate the management of notifications, queries and internal tasks. Increase turnover and reduce staff costs.

timenet has a support ticket module, also known as helpdesk, which allows you to automate the management of tasks to be performed,
such as customer incidents, notices, queries or any other type of internal tasks.

To avoid wasted time, duplication and misunderstandings caused by queries arriving through a variety of channels, telephones, emails and forms,
Use the timenet support ticket module. Your staff will work more efficiently and improve customer satisfaction.

Plus, by centralizing all queries in one place, you'll simplify internal communication and coordination between members of your support team.
In short, timenet with this helpdesk system provides you with the necessary tools to offer efficient customer service.

All this and much more without the need to make any investment or commitment to stay.

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MAIN FUNCTIONALITIES OF THE TICKET-HELPDESK MODULE

These are some of the features of the timenet helpdesk ticket module. For more information, please do not hesitate to request a demonstration without any commitment on your part.

MORE EFFICIENT CUSTOMER SERVICE

Automate notification and query management.

The concept of support tickets, also known as helpdesk, is widely used in large companies, but is not as well known in medium and small companies. In fact, many companies are unaware of this concept and how these systems can help them to have a more efficient company and more satisfied customers.

The objective is very simple: to provide an easy system for customers to register their requests, which may be queries, notices, suggestions or any other matter, so that all the information is recorded and centralized so that they can be attended to in an easy and orderly manner.

The time savings that such a system provides can be very significant, as unnecessary calls are eliminated, time is not wasted on conversations that often have nothing to do with work, interruptions are avoided, and as a result your staff has more time to serve customers.

INTEGRATION WITH YOUR WEBSITE

You can include a form on your website that automatically generates a ticket in the system.

Integrate the timenet ticket module with your website

timenet allows you to integrate a small form into any web page so that your clients can ask you questions, register notifications, etc. In this way, all the information will go directly into the helpdesk system (tickets).

To further streamline ticket management, you can configure it so that each query is automatically assigned to a manager or department based on its content. For example, a consultancy could define that accounting queries are assigned to the tax department and those related to payroll and contracts to the labor department.

timenet allows you to freely define your departments and types of queries.

This is also a very easy system to implement, as you only need to define the form, link it to your website and tell your customers to fill it out whenever they need to.

The form method is fully compatible with the email box integration system that we explain in the next point, so the client can choose how to register the ticket, but its main advantage is that it can define in the form the fields that the client will inform him about, which are mandatory, which are not, and all of this allows for more automation in the ticket registration process.

EMAIL INTEGRATION

Set up an email account to convert emails received by this mailbox into tickets.
Save time and avoid misunderstandings.

Avoid receiving the same email in several mailboxes, as this can lead to duplicate work because several people are handling the same email, or because they have to ask each other who is in charge of handling it, or even worse, an email can end up being ignored because several people have received it and all have thought that it was already being handled by someone else.

With this option, you can have a mailbox that automatically logs a ticket with the content of the email.
It is an easy system to implement, since you only have to tell your customers to send notices, queries, etc. to a specific mailbox.

timenet recognizes the sender's email and this allows you to automatically open a ticket with the content of the email. In addition, if the recipient's email is already in your customer or contact database, the ticket will be directly linked to the customer, making it even easier for you to manage notifications.

You can configure the application so that the client automatically receives a response email, thus providing proof that they have received it.

From there, both the responses you send to your clients from timenet and those that clients reply to you by email will be linked in the same ticket, making it easier for you to consult everything that has been discussed while the ticket has been opened.

YOUR CLIENTS' CONTROL PANEL

A personalized dashboard for your customers so they can view and manage their tickets.

The Customer Dashboard is another way that the timenet Ticketing module provides you to offer your customers a more personalized helpdesk system.

With this system, customers identify themselves with a username and password and enter a private area from which they can register new tickets, see which ones are still open and also consult those that have already been closed.

This system is compatible with having a specific mailbox or a form on your website to record tickets. Depending on your way of working and the profile of your clients, you can use a single system or all of them. For example, you may find that with small clients it is easier to enter their request through a web form, while if you have larger clients, they will appreciate having a portal from which to record tickets, as this also gives them more internal control and makes their relationship with you easier.

The important thing is that timenet is flexible enough and offers you the necessary options to make it easy for you and above all for your clients.

CONTACT IMPORT

Import your contacts to timenet.

In order for the queries you receive to be automatically assigned to each client, you must have them registered in timenet with some basic data to be able to identify them.

You can do this process manually, adding them as you receive the tickets, or automatically with the timenet advanced module that allows you to import your contacts and clients, and thus have your timenet contact database synchronized with that of your management program.

If a ticket is generated by a contact that you have not identified, it is still recorded in the system and you can later assign it to one of your existing contacts or add it manually if necessary.

GROUPS OF WORKERS

timenet allows you to create groups of workers to facilitate ticket management.

You can create groups of workers if your company has several people who handle different ticket categories. This way, when a ticket is registered, it can be seen by several people who have the ability to manage it, but it is not visible to the rest of the workers.

This feature is very useful, as it ensures that even if you have different work shifts, workers on vacation, sick leave or other absences, the tickets you receive can always be attended to as they are visible to the people who make up that group and in case the person assigned to it is not there, another member of their group can manage it.

It is an optional feature, that is, if you do not need it you are not obliged to define these groups.

STATISTICS

Useful information to help you better manage your customer service.

The timenet ticket module offers statistics that can be very useful to better manage the service to your clients, as they will allow you to easily see both the current workload status and the history of tickets that have been attended to.

Here are some of the data you can see with the statistics offered by this option, always selecting from a specific time period:

How many tickets have been registered.
How many tickets are open, awaiting response, or have been closed?
Tickets per worker specifying how many are open, awaiting response, closed, and those that have exceeded the average resolution time.
Tickets by the categories or departments you have configured.
Tickets according to their origin: email, web form or customer portal.
Tickets according to their status.
The clients who report the most tickets to you.

You can also export this data to Excel or other formats to analyze it from other points of view.

REAL-TIME TRACKING

Access tickets from anywhere.

Access the timenet ticket module from anywhere

The timenet ticket module facilitates the management and resolution of notifications since it is accessible from anywhere, all you need is a device with an Internet connection.

Your employees can see if they have a new ticket even if they are away from the company or if they have received a response from a client on an issue they were handling. This often also allows them to make better use of their time, since when they finish a job, they can notify that it is done, closing the ticket, then check which is the next ticket they need to resolve and, depending on what it is, they can reorganize their route or workday.

At the same time, company managers can also access the system even when they are out of the office, either to find out if a job has been completed or for any other task related to tickets.

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