Digitize the entire support lifecycle. Reval Ticketing CRM Features Automate ticket creation, routing, and escalation, ensure SLA compliance, and focus on delivering exceptional customer experiences.
Digitize the entire support lifecycle. Reval Ticketing CRM Features Automate ticket creation, routing, and escalation, ensure SLA compliance, and focus on delivering exceptional customer experiences.
Features
Key Features of Ticket CRM
Key Features of Ticket CRM
Omnichannel Ticket Capture
Convert customer queries from email, chat, phone, web forms, and social media into trackable tickets instantly.
Project/Module-wise Ticket Creation
Log tickets linked to specific projects or modules for better categorization, assignment, and tracking.
Account & Contact Management
Maintain customer accounts with complete history and support multiple contacts within each account for better relationship management.
Ticket Prioritization & Categorization
Classify tickets by urgency, product, or department to ensure quick and accurate handling.
AI-Powered Ticket Routing
Automatically assign tickets to the right agent or team based on skill, workload, and priority.
SLA & Escalation Management
Monitor deadlines and trigger escalations before service level agreements are breached.
Activity Management
Schedule and manage key support activities like follow-up calls, on-site visits, and status updates.
Activity Tracking
Track all customer interactions, updates, and responses in real time for accountability and visibility.
Customer 360 View
Access a full history of customer interactions, past tickets, purchased products, and communication logs.
Internal Collaboration Tools
Allow agents to add private notes, share updates, and work together without exposing internal communication to customers.
Knowledge Base Integration
Suggest relevant help articles to agents during ticket handling and to customers via self-service portals.
Automated Customer Notifications
Send status updates, resolution alerts, and follow-up messages automatically.
Customizable Ticket Workflows
Design workflows that match your organization’s escalation rules, approval processes, and resolution stages.
Performance Dashboards & Reports
Measure SLA compliance, agent productivity, first response time, resolution rate, and customer satisfaction.
Role-Based Access Control
Ensure data security by granting access based on user roles and responsibilities.
