Automate and streamline ticket handling from creation to resolution.
Central to any helpdesk system, the ticketing process involves logging, managing, and resolving customer issues through a systematic approach. Gridlex’s advanced ticketing system is designed to handle all aspects of ticket management efficiently, from the moment a customer contacts support to the final resolution of their issue.
Tailor ticket fields to fit specific business needs.
Custom ticket templates allow businesses to modify the fields in a ticket to gather relevant information specific to different Read more..
Automatically assign tickets to the right agents and departments.
Ticket routing ensures that tickets are automatically sent to the appropriate department or agent based Read more..
Organize and prioritize support requests for better manageability.
Tickets are tagged based on keywords and categorized into predefined classifications such as technical, billing, or general Read more..
Tailor ticket fields to fit specific business needs.
Custom ticket templates allow businesses to modify the fields in a ticket to gather relevant information specific to different types of issues. For instance, a template for technical support might include fields for software version, error codes, and system configuration. With Gridlex Ultra Customizable App Builder, you can create and modify ticket templates that are perfectly aligned with your organization’s needs, enhancing both agent performance and customer satisfaction.
Automatically assign tickets to the right agents and departments.
Ticket routing ensures that tickets are automatically sent to the appropriate department or agent based on predefined criteria such as issue type, customer priority, or agent expertise. For instance, technical issues are routed directly to IT support, while billing questions go to the finance department. Gridlex App Builder enables the creation of complex routing rules that can be adjusted as your team and services evolve. Automate workflows to escalate issues based on ticket age or customer feedback, ensuring that high-priority issues are rapidly addressed.
Organize and prioritize support requests for better manageability.
Tickets are tagged based on keywords and categorized into predefined classifications such as technical, billing, or general inquiries. This organization allows agents to quickly filter and prioritize tickets based on urgency, category, or other custom criteria, making the management process more streamlined. With Gridlex App Builder, users can define their own categories and tags based on their operational needs and customer behaviors.
Distribute workload evenly among team members.
Round Robin ticket assignment ensures a fair distribution of tickets among available agents by assigning tickets in a rotating Read more..
Monitor and adhere to service level agreements.
Service Level Agreements (SLAs) set the expectations for response and resolution times. With Gridlex App Builder, define Read more..
Keep agents and customers informed throughout the ticket lifecycle.
Event-triggered alerts are essential for keeping both support agents and customers updated on the status of issues. With Gridlex Read more...
Distribute workload evenly among team members.
Round Robin ticket assignment ensures a fair distribution of tickets among available agents by assigning tickets in a rotating fashion. It helps in balancing the workload and reducing burnout, while also ensuring that every ticket is attended to in a timely manner. With Gridlex App Builder, modify the assignment algorithm to consider factors like agent workload, expertise, or past performance.
Monitor and adhere to service level agreements.
Service Level Agreements (SLAs) set the expectations for response and resolution times. With Gridlex App Builder, define and adjust your own SLAs based on customer tier, ticket type, or other business-specific metrics. Customize the dashboard to reflect SLA performance data most relevant to your team's goals.
Keep agents and customers informed throughout the ticket lifecycle.
Event-triggered alerts are essential for keeping both support agents and customers updated on the status of issues. With Gridlex Ultra Customizable App Builder, you can configure custom triggers and alerts based on unique operational thresholds or scenarios, ensuring that every important event is highlighted immediately and appropriately.
Define unique statuses that align with your workflow.
Custom ticket statuses allow for the tracking of tickets through stages that are specific to an organization's processes Read more..
Maintain audit trail for better customer relationship management.
Tracking all customer interactions and history within a ticket helps in providing personalized service and resolving issues Read more..
Define unique statuses that align with your workflow.
Custom ticket statuses allow for the tracking of tickets through stages that are specific to an organization's processes. For instance, a company might use statuses like "Pending Review," "Awaiting Customer Response," or "Resolution In Progress." This customizability helps in maintaining clarity and control over the progression of support activities. With Gridlex App Builder, users can define and manage custom statuses that align with their specific operational workflow. This feature allows for a high degree of granularity in monitoring and reporting on ticket life cycles, facilitating better management and forecasting.
Maintain audit trail for better customer relationship management.
Tracking all customer interactions and history within a ticket helps in providing personalized service and resolving issues more effectively. It enables agents to view previous communications, actions taken, and changes made to the ticket, which is essential for complex issue resolution. With Gridlex, implement detailed tracking logs and customer interaction histories within your customized interface. Tailor the data captured and displayed to include specific details relevant to your business needs.
Tailor ticket fields to fit specific business needs.
Custom ticket templates allow businesses to modify the fields in a ticket to gather relevant information specific to different Read more..
Tailor ticket fields to fit specific business needs.
Custom ticket templates allow businesses to modify the fields in a ticket to gather relevant information specific to different types of issues. For instance, a template for technical support might include fields for software version, error codes, and system configuration. With Gridlex Ultra Customizable App Builder, you can create and modify ticket templates that are perfectly aligned with your organization’s needs, enhancing both agent performance and customer satisfaction.
Automatically assign tickets to the right agents and departments.
Ticket routing ensures that tickets are automatically sent to the appropriate department or agent based Read more..
Automatically assign tickets to the right agents and departments.
Ticket routing ensures that tickets are automatically sent to the appropriate department or agent based on predefined criteria such as issue type, customer priority, or agent expertise. For instance, technical issues are routed directly to IT support, while billing questions go to the finance department. Gridlex App Builder enables the creation of complex routing rules that can be adjusted as your team and services evolve. Automate workflows to escalate issues based on ticket age or customer feedback, ensuring that high-priority issues are rapidly addressed.
Organize and prioritize support requests for better manageability.
Tickets are tagged based on keywords and categorized into predefined classifications such as technical, billing, or general Read more..
Organize and prioritize support requests for better manageability.
Tickets are tagged based on keywords and categorized into predefined classifications such as technical, billing, or general inquiries. This organization allows agents to quickly filter and prioritize tickets based on urgency, category, or other custom criteria, making the management process more streamlined. With Gridlex App Builder, users can define their own categories and tags based on their operational needs and customer behaviors.
Distribute workload evenly among team members.
Round Robin ticket assignment ensures a fair distribution of tickets among available agents by assigning tickets in a rotating Read more..
Distribute workload evenly among team members.
Round Robin ticket assignment ensures a fair distribution of tickets among available agents by assigning tickets in a rotating fashion. It helps in balancing the workload and reducing burnout, while also ensuring that every ticket is attended to in a timely manner. With Gridlex App Builder, modify the assignment algorithm to consider factors like agent workload, expertise, or past performance.
Monitor and adhere to service level agreements.
Service Level Agreements (SLAs) set the expectations for response and resolution times. With Gridlex App Builder, define Read more..
Monitor and adhere to service level agreements.
Service Level Agreements (SLAs) set the expectations for response and resolution times. With Gridlex App Builder, define and adjust your own SLAs based on customer tier, ticket type, or other business-specific metrics. Customize the dashboard to reflect SLA performance data most relevant to your team's goals.
Keep agents and customers informed throughout the ticket lifecycle.
Event-triggered alerts are essential for keeping both support agents and customers updated on the status of issues. With Gridlex Read more...
Keep agents and customers informed throughout the ticket lifecycle.
Event-triggered alerts are essential for keeping both support agents and customers updated on the status of issues. With Gridlex Ultra Customizable App Builder, you can configure custom triggers and alerts based on unique operational thresholds or scenarios, ensuring that every important event is highlighted immediately and appropriately.
Define unique statuses that align with your workflow.
Custom ticket statuses allow for the tracking of tickets through stages that are specific to an organization's processes Read more..
Define unique statuses that align with your workflow.
Custom ticket statuses allow for the tracking of tickets through stages that are specific to an organization's processes. For instance, a company might use statuses like "Pending Review," "Awaiting Customer Response," or "Resolution In Progress." This customizability helps in maintaining clarity and control over the progression of support activities. With Gridlex App Builder, users can define and manage custom statuses that align with their specific operational workflow. This feature allows for a high degree of granularity in monitoring and reporting on ticket life cycles, facilitating better management and forecasting.
Maintain audit trail for better customer relationship management.
Tracking all customer interactions and history within a ticket helps in providing personalized service and resolving issues Read more..
Maintain audit trail for better customer relationship management.
Tracking all customer interactions and history within a ticket helps in providing personalized service and resolving issues more effectively. It enables agents to view previous communications, actions taken, and changes made to the ticket, which is essential for complex issue resolution. With Gridlex, implement detailed tracking logs and customer interaction histories within your customized interface. Tailor the data captured and displayed to include specific details relevant to your business needs.
Ensure compliance and monitor performance against agreed standards.
SLAs are critical in managing expectations and establishing a clear timeline for issue resolution. By setting and adhering to SLAs, businesses can significantly enhance customer trust and satisfaction. With Gridlex, create and customize SLAs based on various parameters such as ticket priority, customer type, or specific services offered. Adjust these SLAs as your service capabilities evolve, ensuring alignment with customer expectations and business goals.
Streamline responses and increase efficiency with pre-written templates.
Canned responses are predefined messages that help agents respond quickly to frequently asked questions or common issues. With Gridlex Ultra Customizable App Builder, you can customize and expand your library of canned responses, tailoring them to the specific needs and common inquiries of your customer base. Agents can quickly select suitable templates, customize them if needed, and send them out, significantly reducing the time spent on drafting individual responses.
Empower customers and staff with easy access to information.
A well-maintained knowledge base allows customers to find answers to their questions without needing direct support. Gridlex’s Knowledge Base Management system allows organizations to create, manage, and disseminate help articles, FAQs, user guides, and more. This not only helps customers find answers to their questions quickly but also reduces the volume of incoming basic inquiry tickets, freeing up agents to handle more complex issues.
Streamline decision-making with integrated approval workflows.
Gridlex’s system includes an approvals feature that integrates seamlessly into the ticketing workflow. This allows for easy management of tickets that require approval from higher-ups or a specific department before proceeding. Customizable workflows ensure that approvals are handled efficiently without delaying the resolution process, maintaining customer satisfaction and operational flow.