TicketAxis Features

With the present scenario of demanding business environments where clients expect their problems to be solved in less time and providing them with a exhilarating experience thus buying customer loyalty, SupportAxis has meticulously designed their TicketAxis to meet your customer’s expectations and make your support personnel’s everyday tasks a lot more easier thus saving on time and controlling costs.

User Interface

User Friendly Interface
Ease in learning curve of the application due to user friendly interfaces. A user with adept skills can operate the application in a matter of hours. The user friendly intuitive screens will help guide the user through this application along with strategically placed help buttons on each page. In addition to this, a Help manual has also been provided.

Non javascript enabled browser compatibility
One of the main features of this application is that it doesnt depend on the user's browser settings to define it. Users sometimes disable javascripts to make sure that annoying popups and malicious code do not execute. Since the javascript code executes on the client's computer, different browsers executes it differently whereas server side scripts always produce the same effects. So certain applications lose their functionality due to this. We have taken care to avoid this pitfall and ensure that the integrity of the application is maintained.

A key feature of this application. A lot of clients disable javascript in their browsers or some clients may use non-javascript enabled browsers. This application has been meticulously designed with a focus on this aspect, so that it will perform all its functionalities under these conditions also.

Forms

Form Factory
A Form factory to suit each company's requirements has been integrated here. Based on each company's unique requirements, the form to accept the tickets can be uniquely designed by you to suit your needs. This can be created by the administrator in a matter of minutes. A number of controls have been provided to address each type of functionality that goes into this application. A standard template has been provided so that you need not design from scratch and can build on this template instead.

Form Preview
The admin can have a preview of the form created to accept tickets before actually implementing it in the site. In this manner, changes to a form can be done and errors immediately corrected before being uploaded to the site for implementation.

Flexibility of creating different type of ticketing forms
Further to this based on the requirements of each department of a company, a unique ticket form can be created for each department to accept the ticket details based on the department's functionality. For eg: a ticketing form for queries relating to sales department can be created to address its functionality, while a ticketing form for taking in problems relating to the product can be created for the service department based on the different inputs required to trouble shoot a problem. Thus the application provides the administrator the flexibility of creating different ticketing forms based on different functionalities that need to be addressed.

Search Functionality
The search functionality has been incorporated to cut down the time for a customer/administrator to find a record/set of records based on certain criteria. It saves time on laboriously sifting through all the records to find the correct record. Tactically placed searches have been incorporated on pages to enable the staff and the customer to obtain the required information based on various conditions.

Tickets

Highlighting priority jobs
This page has all the salient functionalities of the system on a single screen from which the administrator or staff can navigate directly to the selected job. Since the system is about tickets and its execution, a list of new tickets and a list of pending tickets are displayed immediately upon the staff/administrator login so that important business decisions based on priority can be carried out.

History of a ticket
TicketAxis keeps track of the various stages a ticket will be undergoing before it is resolved along with a record of all actions and decisions taken on that ticket thus providing a dossier on each job. This functionality has been incorporated in the customer side also.

Customer presence or status in the application.
The application has the ability to let the administrator or staff to view customer's status in the application. A list of customers/staff who are currently logged in are displayed to the administrator.

Faster response time on problem resolution
Business information is shared between the support personnel for faster response time towards problem resolution. Customer and concerned support team are kept abreast with latest developments on a ticket. Whenever a ticket has been updated, mails are sent to the concerned customer and staff thus keeping them updated on the latest developments of a ticket.

Advanced Search functionality on tickets
Enhanced searches for tickets based on various parameters and keywords have been included to suit various conditions that can occur.

Configuration and Content management

Highly Customizable settings
This product has the flexibility to accept settings based on your business process thus providing a sense of integrity to the company. For easy navigational purpose these changes need be done only at one location only and the change will be effective throughout the site.

Customizable mail settings
In the settings page the administrator can just enter in the email ID which will act as the official email ID of the application. All mails addressed to the administrator will be routed to this email ID.

Mail Server information
The administrator can set the mail server name that is to be used by the application to send a mail.

Mail attachment configuration
The administrator can set the individual file size that can be uploaded with the mail. Also the number of files that can be attached can also be set here. Attachment configuration can be set for individual functionalities that mails are being sent out for.

Mail Messages Configuration
Another feature of SupportSuite is the mail message configuration aspect in this product. All mail messages can be standardized and maintained in the application. For eg: The administrator can setup the mail message that is to be sent to the customer on submission of a ticket. Like wise different templates for mail can be created by the administrator addressing different functionalities for which mail has to be sent. Also the mail format can be switched between text and html format.

SLA

Setting up Schedules
The administrator can create many schedules which can then be mapped to a plan for a company. This basically is the heart of the SLA (Service Level Agreement). Having the ability to create different schedules means that different plans can have different schedules to suit different departments in an organization.

Setting up plans
This application take into consideration that support personnel view only relevant data to their roles or departments. Personnel are categorized into the varous departments they belong to and the roles they play within the departments. Based on this information, information can be either made visible to the users or hidden from them . Another feature of this application is that you can create as many plans as desired and map a schedule to it. The administrator can set the overdue hours, filtering of the tickets based on priority, status, and department is all done here. Setting up of these plans helps in customizing the application to suite the company's business processes with ease.

Hierarchy and Workflow

Departments
As roles that personnel play within an organization allow for delegated administration, this application also takes this into account and functionality has been built into the system to tread the same path. The administrator can create roles and allow or deny certain permissions to a role. The administrator can then allocate personnel into these roles. Based on delegating personnel to various departments, the personnel will not view irrelevant data or jobs. Only details pertaining to their job profile can be viewed by them. Further actions such as modifying records is again based on roles of each type of user/staff.

Roles of personnel
Reports bearing certain functionalities have been incorporated to enable users to quickly search for their tickets based on certain criteria thus cutting down on search time. The flexibility of creating roles has been added so that work can be efficiently carried out. By categorizing users and placing them in a hierarchy for proper workflow, information and decisions can be taken at the right time. Specific actions based on roles can be mapped here.

Transparency of a ticket
Transparency of a ticket is what makes your client see all the results, details of the various processes that their tickets had gone through. This increased visibility helps you in gaining the client's trust as they can see how and when you are working on their jobs, what processes their jobs go through before it is gets completed and delivered. Also tickets transparency within a department makes sure all tickets within a department can be viewed by all the personnel within that department.

Reports
Reports bearing certain functionalities have been incorporated to enable users to stay on top of their tickets thus enabling them to quickly search for their tickets based on certain criteria thus cutting down on search time. A number of report functionalities covering various aspects of the job have been included to give further assistance to the personnel to take criteria based decisions.

Scalability of the application
This application has been built on 3-tier architecture. The key characteristic of this application is that additional functionality implementations only require minimal coding changes rather than extensive modification of the application itself. Since the application is built using 3 tier architecture, new functionalities can be added onto it with minimum difficulty thus saving on cost and time.