Handle large number of requests with an automated ticket system

Automate your ticket system with Ciphix

Automated ticket classification reduces unnecessary human effort and improves operational efficiency.

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Why should you use an automated ticket classification systems?

With the growing volume and increasing complexity of service desk issues, it is important that issues are sent to the right department right away. Automating the ticket system reduces unnecessary human effort and improves operational efficiency.

By automating the ticket classification the system automatically documents and processes all issue-related interactions allowing for a high level of collaboration. This results in faster resolution of both simple and complex issues.

The Benefits of an automated ticket system

How do we help our clients to automated ticket classification?

Reduce costs, errors and save time

Because of the large amount of manual work that each ticket classification requires, it is cost-effective to automate account creation. Automating this process will also reduce errors, making it easier to resolve support tickets.
Automating the ticket system also saves your employees valuable time and makes sure every ticket get the attention it deserves.

Making collaboration easy

Automating the ticket classification process makes it easy for multiple team members to work towards resolving the same issue. This is especially helpful if the support ticket spans over multiple calls and/or emails.
The shared visibility provided by automated ticket systems allows the exchange of critical information seamlessly, making collaborative resolution of issues much more effective.

24/7 availability, fast response times and no security issues

Our support ticket solution is not restricted to working hours and responds to service requests immediately. This way every service ticket will arrive at the right place immediately.
Our solution for ticket classification is effective, efficient, reliable, and developed in such a way that it does not raise any security issues.

Reduce costs, errors and save time

Because of the large amount of manual work that each ticket classification requires, it is cost-effective to automate account creation. Automating this process will also reduce errors, making it easier to resolve support tickets.
Automating the ticket system also saves your employees valuable time and makes sure every ticket get the attention it deserves.

Making collaboration easy

Automating the ticket classification process makes it easy for multiple team members to work towards resolving the same issue. This is especially helpful if the support ticket spans over multiple calls and/or emails.
The shared visibility provided by automated ticket systems allows the exchange of critical information seamlessly, making collaborative resolution of issues much more effective.

24/7 availability, fast response times and no security issues

Our support ticket solution is not restricted to working hours and responds to service requests immediately. This way every service ticket will arrive at the right place immediately.
Our solution for ticket classification is effective, efficient, reliable, and developed in such a way that it does not raise any security issues.

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How does automated ticket classification work?

Tagging and classification

When a service ticket arrives at your service desk, first it needs to be processed and assigned a tag or category so that it’s routed to the correct team member. Our automated ticketing system is a solution that processes and catalogues service requests before forwarding it to the designated service desk employee.

Process flow optimization

For example, our automation solution can handle ticket categorization and re-routing to appropriate departments with high accuracy and efficiency. It can capture service requests from emails and transfer it automatically to the process flow for faster response and routing. Besides, it can integrate a phone or messaging system for more efficient and effective resolution of service tickets.

Rule-Based destination

Furthermore, there is no longer a need to wait for manual intervention when an issue is escalated. The incident will automatically be forwarded to the right department, speeding up this process while also assuring to help your customer fulfil their needs.

Case study

Improving service requests with the help of a chatbot

By handling all service requests, the assistant saves over 800 hours annually and freeing uptime of the service desk to focus on more rewarding tasks. Additional to the time-saving, the chatbot increases user satisfaction since it reduces the resolution time ensuring service requests can be processed instantly.

The virtual assistant not only helps by answering knowledge-based questions but also redirects users to the self-service portal. Since the virtual assistant is self-learning, it increases its performance and accuracy through the use of the employees.

See Case Study

For this case, a chatbot was built that makes use of conversational automation, RPA and machine learning. The solution was designed to optimize communication between employees and the service desk.

INTEGRATED APPLICATION FOR THIS CASE

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