User / Customer

• A registered user can log a complaint through website after login.
• A unique complaint ticket number will be issued to user.
• A file attachment can be added to message.
• User can choose department while registering a complaint.
• User has following privileges under his / her login.
  • Can set priority of ticket as Critical / Urgent / High / Medium / Low.
  • View Tickets
  • My Account
  • Rate Ticket Response as Excellent, Good, Average & Poor
  • Knowledge Base to retrieve solution themselves
• User can reopen the ticket if he/she is not satisfied or same problem occurred again. This will also help support staff to check history of the cases.

Administrator / Support Staff

• Ticket will automatically reach the internal staff of concerned department by email.
• Solution providing staff can transfer query to another staff expert in subject query.
• Staff will get reminder for pending complaints.
• Support staff can put a ticket on hold till it is resolved if it is taking long time.
• Support staff and set the status of ticket as pending/hold/closed/responded.
• The very moment a problem is solved, the solution may be published in a searchable knowledge database.
• Time would be saved from answering the same questions repeatedly. Users / customers do not have to waste their time asking questions answered before.
• Admin can generate following reports
  • Total complaint received
  • Generate pending/hold/closed/responded tickets report
  • Total complaint received & solved on particular day, week, month & year
  • Department wise complaint status
  • Ticket Response Rating report