Ticket Processing

QueWeb Customer Care allows you to capture as much information about the issue as your company requires. All emails and phone interactions are attached into the same Ticket. All replies and follow ups automatically link to an existing Ticket. Just like in real life, many people can work simultaneously on any Issue; QueWeb displays all people and workgroups that currently assigned or work on the Ticket. Powerful audit as well as structured Ticket Events capture all changes and who made them.

Tickets Life Cycle

QueWeb offers advanced life cycle management for Tickets. Through a variety of common statuses Customers, Agents, CSRs and Management can track stages of the Ticket resolution. By using Ticket workflow, escalations and SLA management, your Organization always has full visibility into all aspects of  the Customer Care.

Ticket time and statistics module tracks various timing of events and monitors Ticket workflows throughout the life cycle. System calculates and displays time spent in each Status, when the Ticket was Accepted, Owned, Closed, Pending and how long all people worked on it, how many times Customer had to re-open it and much more.