Build your own business, not Support ticketing system
Ready-to-go SaaS solution with AI-driven support ticketing system that enables transparent request resolution.
Focus on Collaboration and Responsiveness
Make it easier for your team to manage customer requests
Support Ticketing System is designed for teams and companies that are looking to improve how they store, manage and resolve a huge volume of customer requests and tickets. In SympoQ, support ticket information, process and and entire correspondence is fully integrated into the help desk software. It deals with customer requests and tickets from receipt to closure enabling transparent and efficient workflow for support teams, as well as their customers:
Help Desk Agents
Provide solutions to problems and perform daily support tasks in a unified workflow.
Customers
Transparently involved in resolving their requests with timely information.
Support Managers
Assign requests, supervise their resolution and the overall support performance according to SLA.
Built-in action forms
Support ticketing actions are enabled by built-in action forms. There are different action forms, each taking care of data required to deliver the relevant response to customers, as well as other data needed to manage the entire ticket workflow.
Easy to reply and resolve
Instead of using the common email client, write the relevant response to the customer issue and choose the other options to successfully resolve the request. Add attachments, choose an additional recipient of the notification, and write down how much time you spent.
Internal team comments
Enable discussion between team members about important issues and add internal comments and notes. Along with each ticket comment, optionally choose which team member will be notified by email.
Canned replies
Quickly choose and add commonly-used text snippets to replies and ensure consistent answers to customers.
Bulk actions
Apply a single action to a ticket list with a few clicks of the mouse, without moderating tickets one by one.
Billable time tracking
Track the duration of each helpdesk action and ensure you know how much time is spent on requests and tickets.
Ticket queues
Keep tickets organized according to your internal helpdesk structure and allow access to separate teams.
Classification
Classify support tickets with one or more keywords. Easily set up tags according to your classification scheme and tag tickets to enable search and reporting.
Action log
Whether an action is performed using the portal form or email client software, the log provides a historical insight into the request submission and resolving process of each ticket. It is used to investigate how a source request was initiated and later resolved by the service or support team.
Full Audit Trail
Track all types of transactions related to the ticket, including manual and automated actions. Each action is displayed in a ticket-relevant chronological record: source request's description, customer and agent replies, comments, attachments, assignments, scheduled actions, and others.
Search messages
Search the entire database of ticket replies, comments, and ticket descriptions using a token-based search engine.
Complete customization
Set up submission forms and enable customers to add important information about their requests, allowing submission via internal support portal, public submission form, REST API, and web widget.
Request Topics & Forms
The submission forms are organized according to customized ticket topics. For each topic, a corresponding submission form is created, allowing you to add custom fields.
Custom fields
Add multiple text fields, select list fields, and DateTime fields for selected topics. Optionally enable or disable request subject and attachments.
Ticket update fields
Enable agents to update ticket information with specific data not visible to customers. Whenever the agent updates the ticket information, the change is added to the Action log.
Request composed by agents
Agents can manually compose requests and create tickets on behalf of customers and further manage and track them like any other. This is useful when a customer describes his request by phone call, as well as when an internal ticket or task should be created. Agents can use the easy-to-use request compose form:
- Customer lookup from the database or new customer entry
- Agent-as-a-Customer entry for internal tickets or tasks
- Immediately assign to agent and set deadline
- Tag the ticket by using one or more keywords
- Billable time spent on the ticket description and composition
- Additional ticket data set for the selected topic form
- Selection of the corresponding outgoing email notification for the customer, assigned agent or queue manager.
Customizable as you grow or change