The Selcomm Ticketing interface is a web portal used by Customers for self-service and maintenance, and by Users to respond to these requests. It has the following key features.
Custom fields — customise the data collected from users’ tickets to help get straight to the issue. Create custom lists of data to add to each ticket, or to specific help topics for Customers to choose when creating a ticket. Custom fields can be added to every ticket, or shown only when a specific help topic is chosen, and configured to suit your needs.
Ticket rules — define rules to route incoming tickets to the right people. Use the rule system to automate the creation and routing of tickets, with actions such as ticket rejection, automatic assignment, or sending a canned response.
Help topics — configure help topics for tickets. Route enquiries to these topics so staff need not be involved when the topic information is sufficient to address the problem. Design forms for specific help topics to gather additional information for requests.
Double handling avoidance — lock tickets during response actions to avoid conflicting or multiple responses. Set the time, or any other trigger, for the lock to remain in place.
Assign and transfer — transfer tickets to other people to make sure the correct person is handling them. Assign tickets to individuals or a team. Tickets can be auto-assigned by help topic or content when they arrive, and can be reassigned at any time; transfers and assignment notes are logged as internal notes to keep track of where the ticket has been routed for processing.
Auto-responder — configurable automatic replies. Send automatic replies when a ticket is opened or a message is received, formatted to pull information from the ticket and from the database to personalise the email using placeholder fields. Auto-responses can be edited and customised for each department and associated help topic.
Internal notes — add internal notes to tickets for staff. See events or actions in the activity logs, when they happened, and who did what.
Service Level Agreements — SLA plans track tickets and due dates. Configure alerts and notices on dates and times that threaten the SLA, and arrange priority escalation automatically.
Customer portal — for all support requests and responses. All requests and responses are archived online, and users can log in using their email and ticket ID. No user account or registration is required to submit a ticket.