Video Overview
Our advanced ticketing system is designed to streamline customer support, ensuring seamless issue resolution, especially for serialized assets. We provide robust backend support for multi-vendor maintenance and comprehensive service across diverse providers.
Through our intuitive Customer Portal, your clients or their customers can effortlessly submit tickets and track progress in real-time, with multiple submission options available—via the Customer Portal, email, phone, or manual entry by your team.
Managing tickets is simplified with our Help Desk, offering robust tools for tracking and resolving issues, alongside reporting, SLA clock tracking, and automated email notifications throughout the ticket lifecycle.
Ticketing Stages
Tickets progress through nine stages:
- Draft: Initial receipt of the case.
- Open: Case validation and SLA Clock activation.
- Waiting Diagnostic: Queued for assignment.
- Diagnostic: Case diagnosis in progress.
- Planning: Solution coordination with the client (SLA Clock paused).
- Schedule: Service scheduling (SLA Clock paused).
- Intervention: Active asset servicing begins (SLA Clock restarts).
- Resolved: Case successfully resolved (SLA Clock paused).
- Closed: Case officially closed.
Our ticketing system integrates seamlessly with quoting, IT asset management, contracts, renewals, and backend support providers, offering your customer service team a comprehensive 360-degree view of each account to deliver exceptional service.
Simplify your support for serialized assets with Owlytica.