Customer support
Ticketing system — customer support messages under control
When customer messages land in inboxes and shared mailboxes, some go unanswered and nobody knows who is handling what.
In Sammion's ticketing system every enquiry is a ticket with an assignee, a status and a response time. Emails become tickets automatically.
Features
Email into tickets
Messages sent to your support address become tickets automatically.
SLA tracking
First-response and resolution targets for every ticket.
Queues and routing
Tickets are routed to the right queues and assignees.
Reply templates and macros
Ready-made replies and quick actions speed up handling.
Customer satisfaction (CSAT)
A satisfaction survey when the ticket is closed.
How it works
- 1
An enquiry arrives
The customer's message becomes a ticket and lands in a queue.
- 2
Handle it
The agent replies, uses reply templates and tracks the SLA.
- 3
Resolve and measure
The ticket is closed, the customer gets a CSAT survey and statistics build up.
Who a ticketing system is for
- Customer support teams
- Online stores
- Software companies
- B2B service companies
- Support teams
- Small and medium-sized businesses