Incident Ticketing System

Enterprises need a system to manage the way businesses prepare for and respond to incidents with their increasing number of services. It is becoming crucial for IT or support teams to have an incident management system in place to ensure they can stay in control during incidents and respond effectively.  The Incident Ticketing System by Vuram allows companies to handle their support to be organized, focused, efficient, and effective. The application lets you gather all complaints from employees of your company and external parties like customers or vendors into one common system where you can categorize, assign and resolve all these complaints with ease.

  • External parties complaints can come through various channels like Appian site, email, voice, and chat. The application lets the support agents receive the external parties’ complaints through IVRS enabled voice support via ICC integration.
  • Application provides the organization with one central location to store and track all data such as contact information, case notes, history, client communications, and log.
  • Omnichannel ticketing system: Allow the agents/initiators to get full details about every complaint within an organized workflow. This leads to a quick resolution of individual support requests and the best customer experiences.
  • Prompt actions on cases: Includes a bundle of tools that helps the incident management team to resolve cases at ease, that includes upload and manage documents, add quick notes, configure diary reminders, reassign the case to other users and send emails or SMS texts to incident reporters.

Key Features and Functionality:

  • Category based workflow: A customizable workflow feature allows administrators to set up the processing, approvals, appeals, reviews, and logical ending of case documents.
  • Ask a question: The application lets any user quickly clarify any queries with other users across the system, the queries are categorized and the intelligence of the system shows the FAQs based on the text in the question.
  • Records: All records hold detailed information about cases, external parties like vendors, customers, etc. and employees and with options to deactivate their Appian accounts.
  • Service Level Agreement (SLA): With SLAs, you can specify the response and resolution time for any case filed in the system based on criteria like a priority, category, etc. This enables the application to ensure that you stick to the customer support plans that you've agreed to for the specified time.
  • Case analytics and reporting: Tracking the case resolving time, case resolvers performance helps to bring accountability, increases turn around time of the system. Reports, charts, and graphs can be exported to Excel if required. Managers can monitor the agent activity, status report of open vs. closed cases, with metrics on top 5 case resolvers, average count on cases filed and resolved for a month in the system.
  • WhatsApp: Application provides a direct channel of communication with the case reporter. The system helps you send out timely updates, case-related notifications to case reporters and get quick replies.
  • Admin Actions: Ability of the system to manage the external parties type and the category of the case, managing category based workflow, update and edit all the business lookup values in the system.
  • Root cause analysis: Ability to capture the appropriate root cause for the case from the list, when it is getting solved. Prebuilt report based on the root cause highlights the Top 10 root cause and the cases related to them.