Ticketing Tool

When customers call, the customer service team should be able to provide information and assistance as quickly as possible. Our ticketing tool supports service agents in their daily work to ensure rapid troubleshooting. Whether it is a customer management issue or a network issue: In just a few clicks, a ticket is created and sent to the relevant team with the right priority.

THE CHOICE IS YOURS

Do you want to provide rapid troubleshooting and assistance?

Would you like to outsource the first level service easily or coordinate it yourself?

Would you like service agents to be able to help quickly with just a few clicks?

Would you like tickets to be sent quickly and easily to SMATRICS for further processing?

We can help

The Ticketing Tool from SMATRICS was designed for the needs of service agents. Tickets can be created easily thanks to the straightforward operation and intuitive search. These are then processed in ticket management tools, such as Jira Service Desk. The tool is currently heavily used for SMATRICS operational services in its own network and for customers. However, external databases can also be integrated, or tickets can be forwarded to your systems.

SMATRICS Ticketing Tool Screenshot Ticket Erstellung

Agent perspective

All the relevant information at a glance

  • Intuitive search according to contract, card number, name or telephone number
  • Important data such as the price, card status, contract number and link to details are displayed.

 

Create tickets quickly and classify them automatically

  • Select from predefined problem categories
  • Automated assignment to business units and priorities
  • Automated filling with relevant data for the second level
  • Description of the problem and status
  • Predefined dialog guidelines for the gathering of technical details
Ticketing Tool Management

Second level

  • All information in one ticket
  • Assign tickets to yourself or transfer them with a click
  • Change status live
  • Sort own queue by age & status of tickets
SMATARICS Ticketing Tool Dashboard

Management

  • Clear overview of the queue incl. SLA
  • Assign tickets per mouse click
  • Tracking of open tickets and SLA

ALL ADVANTAGES AT A GLANCE

Your advantages

Ease of use, as the focus is on service agent work-flows.

Just a few clicks to the finished ticket

Automated prioritizing by ticket type

The SMATRICS bonus

Experience of the SMATRICS service agents through the operation of the SMATRICS EnBW network

Experience through the operation of charge points for our B2B customers

SERVICE IN DETAIL

Intuitive search and data retrieval
  • Quick search by contract, card number, name or telephone number
  • Elementary data such as the price, card status, contract number and link to details can be uploaded
Ticket creation
  • Selection from predefined problem categories
  • Automated prioritizing per problem category
  • Automated assignment to business units
  • Automated filling with relevant data for the second level
  • Description of the problem and status
  • Predefined dialog guidelines for the gathering of technical details
Ticket management
  • Overview of the queue
  • Assign tickets and change status
  • Tracking of open tickets and service level agreements
Interfaces and expansion options
  • Interface to Jira for further processing of tickets
  • Technical interface to CRM and Charge Point Management System
  • Other CRM and ticket systems can be integrated on request.
Focus on efficiency & e-mobility expertise
  • To the finished ticket in a few clicks
  • Categories tailored to e-mobility
  • Automated prioritizing and allocation by ticket category
  • Automated transfer of customer information to the ticket
  • Predefined dialog guidelines for gathering technical details at the first level
  • Work-flows and escalation processes ensured
  • Available in German and English

REQUEST FURTHER INFORMATION

With the Ticketing Tool from SMATRICS, your first level service is easily outsourced or coordinated by you, as required.

We will be pleased to tell you more.