Trusted Ticketing & Support Platform

Smarter And Scalable — Ticketing System

Streamline customer support with SMARTDIAL’s intelligent ticketing system — manage issues, assign tasks, and resolve queries faster with complete visibility and automation.

Trusted by leading enterprise teams

Empower Your Support Teams with Smart Ticketing System

Streamline customer support, automate workflows, and deliver faster resolutions with an intelligent ticketing system designed for efficiency, transparency, and scalability.

Omnichannel Ticket Capture

Capture customer queries and support tickets from multiple sources — email, chat, calls, or web forms — ensuring every request is tracked in one unified dashboard.

Smart Ticket Assignment

Automatically route tickets to the right agent or team using predefined rules, categories, and SLA priorities — reducing response time and improving resolution speed.

Ticket Prioritization & Escalation

Assign priority levels, set escalation workflows, and define service-level agreements (SLAs) to ensure critical issues are handled promptly and efficiently.

Workflow Automation

Automate repetitive support tasks such as ticket updates, follow-ups, and notifications — improving productivity and ensuring consistent customer experiences.

Unified Communication Hub

Manage all customer interactions in one place — track emails, chat history, and call logs within each ticket thread for full transparency and collaboration.

Performance Analytics & Reporting

Measure key support metrics like response time, resolution rates, agent performance, and customer satisfaction through real-time dashboards and reports.

Ticketing & Support Management System

A Ticketing System ensures seamless management of customer issues, service requests, and escalations through structured workflows. From ticket creation to resolution, every interaction is tracked, prioritized, and automated — empowering support teams to deliver fast, transparent, and exceptional customer service.

Ticket Lifecycle Workflow

Capture and log support requests from multiple channels — email, chat, phone, or self-service portals.

Centralize all tickets in a unified dashboard for real-time visibility and tracking.

Automatically categorize tickets by issue type, urgency, and client priority.

Ensure critical issues are addressed first with predefined SLA rules.

Route tickets to the right agent or department using rule-based workflows.

Facilitate collaboration with shared ticket notes and team discussions.

Send automated alerts for updates, escalations, or SLA breaches to agents and customers.

Ensure timely communication and accountability across support teams.

Track resolution progress and measure performance with detailed analytics.

Empower management with CSAT, FRT, and resolution trend reports.

Support Performance Metrics

First Response Time↓ 40%

Ticket Resolution Rate↑ 55%

Customer Satisfaction (CSAT)↑ 92%

Average Handle Time↓ 25%

Tickets Closed per Agent↑ 33%

System Efficiency Overview

Automation Rules● Active

SLA TrackingEnabled

Data Accuracy● 99.1% Verified

Ticketing System Capabilities

Multi-Channel Ticket Capture

Collect tickets from email, chat, call, WhatsApp, or web forms in one place.

Smart Assignment & Escalation

Auto-assign tickets to the right agents based on priority, category, or skill level.

Automation & SLA Workflows

Automate repetitive tasks, enforce SLAs, and trigger alerts for delayed resolutions.

Real-Time Dashboards

Track open tickets, response times, and agent workloads with dynamic dashboards.

Integrated Communication

Enable agents to call, chat, or email directly from the ticket view for faster responses.

AI-Powered Insights

Detect recurring issues, predict escalation risks, and optimize support operations.

Key Benefits of the Ticketing System

Improved Response Efficiency

Reduce customer wait times and resolve issues faster with automation and prioritization.

Enhanced Team Collaboration

Enable agents to collaborate on complex tickets with internal notes and shared views.

Actionable Analytics

Gain insights into ticket trends, agent performance, and recurring issues.

Higher Customer Satisfaction

Deliver timely resolutions that boost customer trust and retention.

Ticket Lifecycle & SLA Management Flow

From ticket creation to resolution, ensure faster response times, SLA adherence, and complete visibility into customer support operations — all within a unified workflow.

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Ticket Creation & Logging

Automatically generate tickets from multiple channels — email, chat, calls, or customer portals — ensuring every issue is logged with complete details.

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Categorization & Prioritization

Classify tickets by type, urgency, or department, and assign predefined priorities based on SLA rules to ensure high-impact issues are resolved first.

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Assignment & Escalation Rules

Distribute tickets automatically using round-robin or skill-based routing. Escalate unresolved issues to senior agents when SLA thresholds are at risk.

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SLA Tracking & Notifications

Monitor SLA timers in real time. Send automated alerts for pending deadlines or breaches, keeping both agents and customers informed proactively.

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Resolution & Closure Insights

Mark tickets as resolved once verified. Capture feedback, calculate SLA compliance, and analyze agent performance to improve service quality continuously.

FAQs About Lead Management System

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