TouchBase-Customer Support Management Salient Features
Ticket processing includes its creation, managing its documents, assignment, and workflow. A Root Cause Analysis (RCA) mechanism is integrated to provide learning’s and corrective actions.
Contains a ticket form to be filled for creating a ticket along with its details such as description, title, support category, etc.
SLA parameters such as priority, category can be mentioned while creating the ticket so that it can be tracked later.
A Customer Portal for incident list, ticket status analytics, reports and dashboards
The communication protocol can be setup using available configurations. Auto generated alerts, reminders and escalations are sent to the team members and other stakeholders
Different reports and dashboards can be configured to get realtime progress and other information. These dashboards be graphical and have the ability to drilldown.
You need software solutions with capabilities, features, and functionalities that are holistic, cover every type of project and every aspect of project management.