In internal service management, a ticket refers to a service request or a task. Ticket processing is the process of establishing and implementing a series of steps in a workflow to ensure that service requests are handled in a timely, efficient, and quality manner. Through ticket processing, companies are better able to manage internal services, provide efficient service support, improve customer satisfaction, and protect brand image.
As the size of the enterprise grows, so does the number of service requests, and it becomes increasingly difficult to manage these requests. Traditional manual management methods require human resources and are prone to omissions and errors, resulting in a decline in service quality. As a result, work order processing systems have been developed to improve service efficiency and quality by automating and standardizing work order processes.
The AskBot Smart Ticketing System is an internal service-based system based on ITIL standards. The system supports custom ticket templates, automated dispatch to order, SLA management, asset management, problem management and other functions. In addition, the system can also be deeply integrated with the Askbot robot to realize human-machine collaborative work, and realize the intelligence in the process of work order circulation through the application of machine learning Xi technology, helping enterprises better manage internal services.
Customize ticket templates.
The AskBot smart ticketing system allows users to create custom ticket templates based on specific service requests. These templates can be customized for different service request types to suit different business needs. Templates can contain predefined fields and options, as well as required and non-required fields. This ensures that all necessary information is collected when processing service requests, improving service quality and responsiveness.
Automate dispatch and order transfer.
AskBot automatically assigns tickets to the most suitable technical support staff. This feature can make decisions based on factors such as the skill of the help desk staff, workload, and availability of time. In addition, the system can automatically assign tickets from one help desk to another to ensure that service requests are handled in a timely manner.
SLA management.
The AskBot smart ticketing system provides SLA (Service Level Agreement) management capabilities, which is an agreement that stipulates service levels. By setting an SLA, businesses can ensure that service requests are handled in a timely and accurate manner and meet customer expectations. The system can monitor the processing time and response time of service requests to ensure that the standards set by the SLA are met.
Asset management. The AskBot smart ticketing system also provides asset management capabilities that allow businesses to manage their internal assets. Assets can include hardware devices, software systems, licenses, contracts, and other important assets. By managing assets, businesses can better understand their resources, improve equipment utilization, and reduce equipment maintenance costs.
Problem management. The AskBot smart ticketing system also provides a problem management feature that can record, track, and resolve issues in service requests. This feature can help businesses better understand the nature of their service requests, understand common problem types, and take action to prevent problems from happening again. In addition, the system can generate reports so that businesses can better understand the trends and performance of their service requests.
By using the AskBot smart ticketing system, businesses can better manage their internal services, improve service quality and efficiency, and improve customer satisfaction. In addition, the use of a smart ticketing system can also help enterprises reduce support costs and improve IT resource utilization. As technology continues to evolve and innovate, smart work orders will become a key component of enterprise service management.
Introduction: AskBot Intelligent Ticket System Introduction: Based on ITIL standards, it is an internal service system designed for enterprises. Support custom work order templates, automatic dispatch to order, SLA management, asset management, problem management and other functions, the intelligent work order system can be deeply integrated with the AskBot robot, to achieve man-machine collaborative work, through the application of machine learning Xi technology, to achieve the intelligence in the process of work order circulation, to help enterprises better manage internal services. Go to find out now