Customers or workers can make requests or report incidents to the IT support team through a variety of channels thanks to IT ticketing software. Following the conversion of these requests into tickets, agents are then able to take action to address the tickets. Your staff can manage requests more effectively and provide better service overall with the help of a ticketing system.
IT ticketing software from Emazel
An all-inclusive IT ticketing system is offered by Emazel. Emazel is ready to use, but it also offers a high degree of configuration and freedom. Additionally, it is a distinctive platform that combines ticketing and project management in a single application. Emazel is a strong tool that enables you to complete your chores on one platform in addition to several built-in integrations. To find out more about some of Emazel’s characteristics, keep reading.
Software for managing service requests in the IT industry
Email to ticketing program
All of your email requests are synced by Emazel and turned into tickets in the program. By simply setting your support email to automatically forward to the Emazel creation email, you can save manually entering ticket information and customer records. Emazel can also be connected via built-in integration or integrations that Zapier supports. Application integration can carry out important tasks like automatically creating tickets in Emazel.
Encourage communication
The ticketing system for IT at Emazel is designed for communication. Directly in Emazel, agents can reply to consumer emails and live conversations. On tickets or messenger, you can work directly in real time with your colleagues.
Utilizing the live chat tool, you may respond to consumer queries right away. Additionally, you can immediately attach any necessary documents for your clients.
The Emazel Internal Inbox allows you to communicate and work together with your team members. By including more users in your talks, you can connect with more team members. To produce work of a higher caliber, attach and share papers with your team.
Automation of work processes for IT support
Emazel offers a strong feature called workflow automation. Automate processes that call for frequent manual entry by your support staff. To carry out the automation, you can add a set of commands. For instance, automatically allocate tickets to agents or notify customers that their tickets have been received.
Application knowledge base for IT services
Emazel provides clients and users with a built-in knowledge base application. Customers can look up answers to frequently asked questions in a knowledge base. By pasting the links in live chat, support employees can quickly direct clients to the knowledgebase articles.
Upload how-to articles that provide clients with detailed instructions on how to fix common technical issues.
Give your customers pictures by adding movies to help them better comprehend the procedures.
Internet ticketing system
Customers can submit, follow up on, and convey their requests through the Emazel customer website. To provide clients additional transparency, you can choose which properties to offer to the portal.
Send: Through the online portal’s webforms, clients can submit requests.
Customers can track the status of their tickets based on the properties given to the web form.
Customers can contact the support staff via email or live chat if they would want more information regarding the status of their ticket.
Ticketing for IT in Emazel
Tickets are client demands that need to be handled right away. Within Emazel’s IT ticketing software, tickets may be created in a variety of methods.
Customer conversations from Emazel’s live chats can be recorded as tickets.
- Webforms: Through the webforms on the web portal, customers can submit requests to generate tickets.
- Integrations: When you combine Emazel with other programs, tickets can be generated automatically.
- Support Email: Email requests are automatically converted to tickets when they are auto-forwarded to your Emazel email address.
- Manual Entry: To create tickets, internal users can manually enter information.
Reports from the IT ticketing system
Organize your team’s workload, predict demands, and make data-driven decisions. For your KPIs, our IT ticketing system offers a wide range of real-time charts. Create scheduled reports for your team or clients, or export your data.
Making Tasks Out of Tickets
Ticket conversion to task conversion is possible with the Emazel IT support desk software. When customer service representatives need to complete additional work to address customer demands, tasks are created.
Plan out your future IT initiatives.
Emazel tasks are helpful resources. Emazel offers full-lifecycle project management if you need to schedule internal IT initiatives. Agile or waterfall methodologies are supported by Emazel. The IT ticketing system easily incorporates project management capabilities.
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Tool for managing IT services, events, and incidents
Emazel is an adaptable ticket management system tool that enables you to control any IT services. Emazel is a highly customizable piece of software that allows for numerous customizations. These adjustments enable your team to perform better, which will lead to improved management of service requests, problems, or anything else!
Make more different ticket types
- Through the Emazel administrative settings, you can create up to 10 different ticket types.
- You can enable or disable any ticket type based on your need.
- Depending on the category of your ticket, choose the appropriate icon.
- By enabling or disabling the item, you can rename the ticket kinds or alter their visibility.
- In Emazel, each ticket type has a specific email address. Use multiple ticket types for various workflows. Custom lifetime statuses can be assigned to each type.
Information on tickets for IT support management
Utilize custom fields to provide more details to your ticket creation form. With the aid of Emazel, an IT help desk management tool, you and your team may develop an incredibly detailed ticket form. Your teams can evaluate how successfully they’ve handled their work with a detailed ticket form. Future performance can be improved using this as a guide.
Set up SLAs for IT service requirements.
Service level agreements, or SLAs, are made between a consumer and a provider. They provide the times for item response and resolution. Using the IT ticketing system from Emazel, you may build SLAs for your corporate clients. You can alert the assignees of any impending breaches using the automated feature of Emazel.
