Best Customer
Support Ticketing
System

Streamline your customer support with an automated ticketing software that converts the customer queries coming from multiple channels into tickets.

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What is a Ticketing System?

Ticketing system or customer support ticket system automates the management of customer interactions from different channels. An assistance work area tagging framework not simply acquires discussions from different channels – email, social, telephone, webchat, sms yet additionally keeps up the setting of the discussion in a bound together way which makes client service consistent and viable.

Why do you need a ticketing system?

Importance of a Ticketing Systems for the business can be encompassed in the following pointers

Managed Omnichannel Interactions

Help desk ticketing system empowers you to offer omnichannel customer support by managing conversation from multiple channels such as email, voice, social media, in-app chat, or webchat.

Improved Efficiency

A ticketing system makes it all easy. Whether its creating a new ticket or merging them per the context, a help desk ticketing software solution lets you do all this and more. Automate mundane routine activities to save time for other urgent matters.

Self-Service Enablement

Customer Support ticket system incorporates a knowledge management system to allow your customers find solutions to their light, routine queries theirselves. A knowledge base contains all the relevant documents, manuals

Performance Monitoring

Get access to comprehensive reports to measure the performance of agents as well as of overall operations. An online ticketing software with live monitoring helps to track the process functioning and enable the decision makers to take real-time yet informed decisions.

Integration Capability

An efficient cloud ticketing system integrates with various CRMs– in-house as well as third party to ensure easy access to information for the agents. Also, with all the relevant customer information, the agents can perform contextual conversations and resolve issues faster.

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Cradle Ticketing System Features

Ticketing System Solution to Track, Prioritize, and Solve your customer interactions with ease.

Linked Ticket Creation

Cradle supports parent-child ticket hierarchy that allows businesses to manage tickets containing multi-departmental issues. With linked tickets, one ticket becomes the master/parent ticket while the other linked tickets become the child tickets.

Lite Ticket Creation

A Lite Ticket is made when the ticket is settled in the main contact and no extra activities are needed to close it. This saves the specialist's extra time in shutting the ticket and refreshing it status.

Automation Rules for Ticket Assignment

Create workflows by setting business rules to automate support ticket assignment.customer support ticketing system software allows you to filter and assign the tickets to the right agent based on the routing rules configured by the business.

Context Conversations

Cradle support ticket management software allows you to associate interactions about an issue from any channel with a ticket. For instance, a customer emails you regarding late delivery. Then, the same customer calls your support agent about the same issue. You get to map both these interactions to the same customer (account) with an help desk ticketing software.

SLA Management

Cradle standardizes your customer support process by setting the service level agreements. Notify your agents when an SLA is about to be breached and alert the manager in case of an escalation. With online ticketing software, view the SLA status and set the criteria for each SLA to streamline the ticket management operations.

Ticket Prioritization

Helpdesk tagging frameworks to pick which backing tickets should the specialists first work on. Mechanize ticket prioritization dependent on the warmth map made based on specific boundaries like opportunity to SLA break, various not answered messages, supposition investigation, change in ticket status or rule motor setting.

CRM Integration

Flawlessly incorporate with outsider CRMs to get ongoing data. Helpdesk tagging framework coordinates with all the major CRMs alongside different frameworks, for example, email promoting instruments or lead the board programming, empowering the specialists to be all around educated while managing clients and wiping out the requirement for them to rehash themselves.