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Users can merge two or more tickets into one ticket. The primary ticket will serve as a new ticket. All other tickets will become secondary and will be closed. This feature of issue tracking software helps to streamline communication and manage multiple or repeat requests for a related or duplicate issue.
Users can split one ticket into two or more tickets, which could then be dealt with separately. Ticket splitting helps to improve average resolution time and agent performance. Resolvers will spend time only on tickets that are relevant to their department.
A service level agreement across Talygen helpdesk helps to set up rules, for when every ticket needs to be replied to and solved so that the agents are clear about meeting the deadline. Automatic reminders can be escalated to agents and managers whenever SLA was not being met. Company Admins can redistribute workload or add more people to team based on the SLA compliance.
Tickets can be transferred between departments and/or Agents. The user to whom the ticket will be transferred is selected from the dropdown menu to transfer the ticket ownership. The person responsible for transferring can be also be seen in the ticket thread.
Escalated tickets inherently involve unique scenarios with less readily-available solutions. Your tickets are bound to keep growing as your business thrives, and the sooner you get a handle on escalation, the better your customer service department will run in the long haul. Talygen follows a formalized, omni-channel ticket escalation process to regularly inspect the ticket escalation history.
Talygen's Rule Engine set up rules with conditions and actions that will be triggered after a specific time interval for rules with the matching condition, letting the supervisor and/or the customer to track the ticket. It makes the ticketing process efficient by enabling the supervisor to track and monitor the journey of each ticket, providing you a consistent online ticketing system experience.
Talygen Canned Actions settings allow you to pre-define a reply, format font/color/style and store it, so it can be sent as a reply with the click of a button. Canned responses are category specific and are easy to access from your ticket reply page. This feature helps bring consistency, to improve user experience and also resolve tickets in a timely manner.
Widgets on home screen display glanceable views of ticket status without opening specific ticket interface. Users can easily check number of tickets that are Unassigned, Response Due, Resolve Due, Response Over Due, Resolve Over Due, and On Hold tickets for better issue management.
Talygen's ticketing solution also offers an automated feedback form that customers can fill up to provide feedback on how they would rate an agents' ticket resolving ability. A regular review of the feedback given to an agent allows his manager to gauge his daily productivity and helps the organization in improving its products and services.
External link feature is designed to keep 3rd party clients up to date on status of their submitted tickets. The external link will open up Talygen's customer lookup website where users can create an account and submit ticket for their issues.
Talygen allows users to save a ticket as a draft while being created. Later, users can get back to the ticket to finalize details and then submit it for resolution. This feature of an issue tracking software allows users to switch between tasks without losing their data.
With Talygen, clients get an integrated solution to manage and submit their support tickets. They can view the status of a ticket, see a list of all open tickets, review the history of a ticket, and much more.
The online ticketing system empowers the users to schedule automated follow up tasks for an open ticket. These follow up tasks work as a reminder for users, keeping them on track. The follow-up and reminder process ensures that every ticket is resolved and closed successfully.
After the ticket is resolved, corrective action can be documented. The resolution of the ticket contains information related to the reason the ticket was opened, and it's resolution. It also displays the entire conversation about the conclusion in a thread.
Company Admins can set Ticket locking duration. It allows the user to reopen a closed ticket if the resolution is deemed unsatisfactory. However, a ticket can only be reopened within the time duration set by the Company Admins.
Talygen keeps a record of every ticket that comes into the system. The complete activity log of a ticket is accessible by reviewing ticket history. This functionality also shows any updates and notifications which are triggered with each ticket update avoiding any error in issue management.