App 22/60: Customer Service Tracker

Simitless helps customer support services track support tickets.

Your business is growing, and so is the volume of customer support requests. Whether customer support is part of your product sales offer or be it a separate service, the fact remains - the amount of calls you get keeps increasing. Maybe you even had to recruit more agents to join your team. As a result, now you need to manage and organize collaboration between a greater number of agents, working on resolving your clients' inquiries.

 

This increase in the volume of requests to be processed does not go unnoticed by your employees, now completely out of step in the finely coordinated dance of masterfully juggling and collaborating on tasks. But now, if you want to keep the quality of service on par with the standards in your industry, you must improve your practices and tools.

 

Simitless to the rescue! Among the multiple apps Simitless has on offer, this particular application we’d like to showcase to you treats and processes these customer requests via a "ticket" system. If you are unfamiliar with the system, here is the gist: in a “ticket” system, a ticket corresponds to a request to be processed for a given customer. This system is fairly standard in the tech industry.

 

This is exactly what Simitless offers you - a customer support ticket resolution management application. Consult the application template, then click the " Use this model" button to create your own copy of the app. Simitless is a system that adapts to your needs. Plus, it is risk-free. How so, you wonder? Well, Simitless does not require any disproportionate investment upfront to set your application up and running: try out the app first and then pay only for the necessary resources. At any time, you can either improve and grow your application, or, on the contrary, reduce its size and cut down on its capabilities (and cost). To save your progress, think of creating an account by following the instructions on the green buttons! Once your application has been created – based on the model provided –,  invite all your employees to join the application by creating a Simitless account. ( Edit App Access rights)

 

With your application up and running, you can now import a list of your customers into the table accessible via the application menu ( Customers). Once this database in place, you can continue to the ticket management screen ( Ticket). By the way, this screen is also the screen you arrive at when opening the app – quicker access, less time lost! On this screen, let’s call it ticket management area for better orientation, create a record using the button or import a list of existing tickets using the import function. For each ticket, in the record of this ticket, you can add a brief description and maybe some details, if need be, then go on to give the ticket a status.

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Et voilà! Your ticket management application is ready. Welcome to your new and more efficient way of working! It is so much easier to track customer requests using a central system designed for it, wouldn’t you agree?

 

To go further, you can either add supplementary fields or remove fields that you deem unnecessary, all in the spirit of how you want to organize your work. For example, you could indicate an expected date for resolving a ticket. To do this,

• To do this, use the app menu (top right)
• Edit app
• Edit data types
• In the data types tree, click (add a data type)
• Enter "Date" in the search field
• Select the " Build field" tab
• Date

You can then move the field within the data type tree to reorganize its position in the record and play with its options to modify its behavior and its graphic aspect.