Job Discription

An issue ticket defines the interaction between support teams and customers. Service agents communicate with customers by managing help desk ticket systems. A ticket is closed once an issue is fixed. Responding to customer-related issues fast improves business efficiency.

Job Requirement

• Grants access to support staff and other support channels
• Assigns support tickets to specific support representatives
• Checks the status of support requests and monitors their progress
• Tracks workflow history, such as when an agent received a ticket, who was assigned to it, and when it was closed  
• Provides reporting capabilities to track goals and progress
• Offers self-service support options
• Manages workflow and team efficiency
• Monitors open and overdue tasks 
• Sends automated alerts if it detects changes in workfile.