Support & Ticketing System Module
Streamline Internal Issue Resolution with Centralized Ticket Management Efficient operations across multiple stores require seamless internal communication and fast resolution of issues. Our Support & Ticketing System Module is built to empower your teams with a structured, transparent, and trackable process for managing and resolving internal requests, problems, and service queries. Whether it's a stock discrepancy, a POS malfunction, or a finance-related query — this module ensures nothing falls through the cracks.
Raise and Track Internal Tickets
Empower employees across all stores and departments to log issues—from IT glitches to inventory or HR concerns—through a centralized ticketing system. Organize support workflows with customizable categories like hardware failure, software bugs, or vendor delays. Track ticket progress in real time with clear status updates and activity logs for efficient resolution.
- Multi-Department Ticketing: Employees from any store or department can log tickets related to IT issues, inventory concerns, HR, finance, or facility maintenance.
- Custom Ticket Categories: Define categories like hardware failure, software bug, purchase dispute, or vendor delay to organize support workflows.
- Real-Time Status Tracking: Monitor each ticket's progress — from open to in-progress to resolved — with visual indicators and logs.
Assign Tickets to Departments
Efficiently route tickets to the right teams—IT, Accounts, Procurement, or Store Management—using role-based automatic or manual assignment. Foster collaboration by allowing multiple departments or team members to work together on tickets for quicker resolution. Maintain context with branch-level tagging, ensuring support is centralized yet tailored to each store’s needs.
- Role-Based Assignment: Tickets can be automatically or manually routed to the relevant department such as IT, Accounts, Procurement, or Store Management.
- Internal Collaboration: Enable multiple team members or departments to collaborate on the same ticket for faster resolution.
- Branch-Level Support: Centralize support but keep context relevant — tickets can be tagged by store location or department.
SLA Tracking and Escalation Management
Define custom SLAs for each ticket category and priority to ensure timely responses and resolutions. Automate escalations when deadlines are missed, alerting supervisors or escalating tickets to higher levels. Gain valuable insights with resolution time analytics to identify bottlenecks and improve support efficiency across departments.
- Custom SLAs by Category: Set Service Level Agreements (response/resolution times) based on ticket type and priority.
- Automated Escalations: When SLAs are breached or delays occur, the system notifies higher authorities or shifts the ticket up the chain.
- Resolution Time Analytics: Track average resolution time per department, issue type, or agent — helping identify process bottlenecks.
Ticket Reporting & Analytics
Gain clear visibility into department-wise ticket volumes and resolution trends to identify workload patterns. Monitor SLA compliance rates and track delays to improve service efficiency. Easily export detailed reports for audits and performance evaluations, supporting data-driven decision-making.
- Department-wise ticket volume and resolution trends
- SLA compliance rate and delay statistics
- Exportable reports for audit and performance reviews
Why Your Retail Business Needs This
Our Internal Ticketing System helps your retail business boost productivity by cutting down response times to internal issues. It improves coordination between branches and support teams while establishing clear accountability through streamlined resolution workflows. By eliminating manual tracking via WhatsApp, calls, or emails, it ensures a more efficient and organized support process.
- Boost productivity by reducing response time to internal issues
- Improve coordination between branches and support teams
- Establish accountability and a clear resolution workflow
- Eliminate manual issue tracking via WhatsApp, calls, or emails
Efficient Support & Issue Resolution for Seamless Operations
Centralized Ticket Management
Easily raise, assign, and track internal tickets to ensure quick resolution of operational issues. Maintain transparency and accountability across teams.
SLA Tracking & Escalation Control
Monitor service-level agreements in real time and automatically escalate unresolved tickets. Keep response times in check and service quality high.
Insightful Ticket Analytics
Analyze ticket trends, resolution times, and department performance with detailed reports. Use data-driven insights to improve processes and reduce recurring issues.