When it comes to the total issue resolution picture, ticketing is the backbone of every customer support team. That’s because at best, First Contact Resolution (FCR) averages only 78% globally. For the other 22% – and to keep tabs on the full picture – you need a powerful ticketing system. You found it.

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The must-have digital engagement companion

Comm100 Ticketing is a core component of the Comm100 digital omnichannel solution. Confidently manage any conversation that needs follow-up, regardless of where it happens.

Full-cycle support

Comm100 Ticketing helps you track support tickets from first call to resolution – with detailed notes covering every step in along the way. Our intuitive workflow makes it a snap.

The right agents on the job

Take control of your inbound support tickets and make sure they’re handled by the right department and agent – directly from the Comm100 agent console.

Tag and filter for faster response times

Ticketing’s tagging and filtering helps you quickly sort through your support queue and establish better resolution workflows. A more organized agent is a more productive agent!

Make – and keep – your response promises

When it comes to customer service, actions speak louder than words. After all, your customers expect resolution. That’s why Comm100 Ticketing lets you set and track Service Level Agreements (SLAs) to keep your agents focused on the most urgent tickets first.

Powerful automation

Ticket automation features work to streamline and enhance your workflow. Automatically update case status, send pre-defined messages and post-case communications, and more.

Fully integrated with Comm100 Live Chat

Comm100 Ticketing integrates perfectly with Comm100 Live Chat, giving you extra options for faster issue resolution. Create tickets from offline messages and completed and ongoing chats, allowing teams to carry on conversations effortlessly within a single unified agent console.

Comprehensive ticketing reporting

Comm100 provides robust reporting that paints a clear picture of your support team’s ticket and case management. Reports include a statistical summary of your tickets, as well as the overall performance of each agent/department/email account. This helps you better evaluate agent performance, monitor ticket quality and identify areas for improvement.

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