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DownloadDatasheetsPDF · EN4 pages
Datasheet: Ticket System
Requests on sticky notes, in chat, on the phone? From now on, every case sits in one list.
This datasheet is available in 21 languages; on this page you download the English version. Free, no registration.
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MoreWhat's inside
- Numbers that show the source
- Status and priorities
- Team assignment
- SLA deadlines per priority
- Internal notes and templates
- A portal in your branding
- Technical data
- In practice
- Frequently asked questions
Who it is for
In practice: A complaint through the portal · A request on the phone · An urgent case with a deadline
Key facts
- Intake: Customer portal with sign-in or as a form, website chat and phone via the Conversation Agent
- Handling: Status, four priorities, assignment, internal notes, attachments, templates, bulk actions
- Customer portal: Sign-in by link, status and replies, follow-ups and new tickets, 21 languages
- Access: Web app under “Helpdesk AI › Ticket overview”, your customers via the fixed portal address
Questions and answers
Frequently asked questions about this download
How do tickets get into the system?
Through your customer portal, with sign-in or via the public form, from the website chat via “Send request” and from the phone via the Conversation Agent.
How do customers sign in to the portal?
With their email address: instead of a password, they receive a sign-in link by email. The button in every reply email also signs them in directly.
What does the customer see in the portal?
Their own tickets with status, your team's replies, attachments and notifications. Internal notes stay invisible to them.
When is a ticket overdue?
When you have enabled SLA deadlines and the response or resolution time for its priority has run out within your business hours. From the warning threshold, it counts as close.
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