Users can view display ticket statuses via the widgets on the home screen. Users can quickly view the number of tickets under each status for better issue management.
Eliminate manual work and increase productivity by using Talygen’s automation capabilities. The software can automatically notify users, send tickets for approval, and categorize, assign and close tickets.
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 is not met.
Users can save time by creating and sending canned replies. In canned replies, users can format the color, style, and font for standard responses for individual categories. Canned replies can be accessed from the ticket reply page.
To increase productivity, two or more tickets can be merged into one ticket. The new ticket will serve as the primary ticket, with the rest being closed. Users can also transfer tickets to each other and collaborate through unified communications like phone calls, video calls, and instant messaging boards.
Dashboards can be customized to fit the service desk’s needs. Widgets can be added and removed to the dashboard as needed.
Talygen uses a streamlined ticket escalation process to help large companies with their ticketing process. The service board uses parameters to assist in the ticket escalation process. Specific types of tickets can be assigned to specific agents to ensure the ticket is resolved as quickly as possible.
Users can transfer tickets to different agents or departments. Tickets can be transferred from the drop-down menu.
Customers can provide feedback on agents’ ticket resolving abilities. When customers fill out automated feedback forms, managers can determine agent productivity. Feedback also helps the organization improve its products and services.
Once an agent has resolved a ticket, they can document the corrective action. The information explains why the ticket was sent and how it was resolved. Also, the document contains a thread of communications between the agent and the customer.
By using Talygen, companies can keep records of any tickets that are sent. Users can view a ticket’s activity log by clicking on “ticket history.” The ticket history also shows the updates and notifications associated with each ticket update.
Have agents that work remote or frequently travel? No need to worry! Talygen’s ticketing software allows them to view and manage tickets from any device.
Agents can schedule automated follow-up tasks for open tickets. These follow-up tasks send reminders to users and ensures that every ticket is resolved and closed.