What is Ticket Management?

Simplify and streamline your customer support processes. Noorai Ticket Management is designed to handle high volumes of customer inquiries with ease, our platform ensures no issue goes unresolved, enhancing your team's efficiency and your customers' satisfaction. Whether you're managing simple questions or complex issues, Noorai s robust ticket management tools help you keep everything organized and on track.

Our key features

Automated Ticket Routing

Smart Assignment: Automatically assign tickets to the most appropriate agents based on predefined rules such as skill sets, past performance, and current workload.

Priority-Based Routing: Ensure that high-priority tickets are routed and addressed first, reducing the time to resolution for critical issues.

Personalized Responses

Comprehensive Overview: View all your customer interactions in one place, with easy filtering options to manage open, pending, and resolved tickets.

Multi-Channel Integration: Consolidate tickets from various channels (email, chat, social media) into a single dashboard, ensuring nothing falls through the cracks.

Customizable SLAs: Set and monitor service level agreements to ensure that your team meets performance targets and customer expectations.

Escalation Policies: Automatically escalate tickets that are nearing their SLA deadlines to ensure timely resolution.

Prioritization & SLAs

Collaborative Support

Team Collaboration: Enable multiple agents to work on a single ticket, share notes, and communicate internally to resolve issues faster.

Customer Visibility: Keep customers informed about the status of their tickets with automated updates and transparent communication.

Customer Communication History

Contextual Support: Access a complete history of all interactions with a customer, ensuring continuity in support and more personalized service.

Audit Trail: Maintain a detailed log of all actions taken on a ticket, providing transparency and accountability.