Case Management Software

Parature Ticket™: Faster, Easier Issue Resolution

Parature Ticket™ case management software is a fully integrated lifecycle case management system that allows you to track, route and resolve customer support issues easily and quickly.

Customers submit trouble tickets on their own direct from the portal, which are then routed to support staff. A powerful, flexible workflow design lets you easily personalize the process to meet your precise workflow.

Today, more than one million support tickets are processed every month through Parature support portals.

Better Manage Every Case

Create trouble ticket escalation and transfer rules based on any field option. Use these rules to automatically assign tickets to team members. Automated notifications alert managers when cases are not resolved within defined limits.

Report on Ticket Analytics

Parature Ticket metrics track average time-to-resolution and end user satisfaction with customer service processes, so you always have a current reading on your overall support quality.

• Each time a ticket is sent, you automatically capture important information including browser, operating system and IP addresses
• Obtain detailed summaries of tickets handled by both teams and individuals

Let Users Participate in Finding the Answers

Your end users can easily submit even complex problems and track the progress of their trouble tickets right from the Web, without ever having to contact your customer support team. A complete ticket history is always available for end users to store, reopen, or post comments to resolved tickets.

Benefits

• Standardize complex processes to resolve issues quickly
• Empower your end users to submit and track their tickets online
• Measure ticket analytics to gauge the effectiveness of teams and processes
• Improve overall end user communications via automated responses and notifications
• Ensure issues are resolved quickly

Features

• Set up an unlimited number of ticket folders
• Fully customizable ticket structure and forms – attach links, screen shots and files directly to tickets
• Create ticket escalation and transfer rules based on any field or option, such as ticket type or date criteria – use these rules to automatically assign tickets to team members