Ticketing for contact centers: the call ends, the request does not get lost

An agent finishes a call in minutes, but the caller's request may need days from another department. TixDesk turns the call into a ticket during the conversation, shows the caller's history, and routes anything not solved immediately to the right department with a follow-up time.

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Support in contact centers

Contact centers measure productivity in minutes, and agents have no time for complex systems. Requests that need other departments are written in notes and forgotten, so customers call a second and third time.

TixDesk gives agents a quick form, caller history and canned replies, routes the request to the right department with a due time, and notifies the caller of every update.

Challenges and what TixDesk changes

Customers call repeatedlyA ticket with a number, tracking and notifications.
Agent does not know the callerPast requests appear on identification.
Transferred requests forgottenRouting with SLA and escalation.
Inconsistent answersCanned replies and knowledge base.
Measuring first contact resolutionFCR per agent.
Call peaksArticles and portal reduce volume.

Typical request types

Example categories, priorities and teams we configure during rollout.

RequestCategoryUsual priorityTeam
General inquiryInquiriesLowAgent
ComplaintComplaintsHighCustomer service
Service requestRequestsMediumDepartment
Technical issueTechnical supportHighSupport
Follow-upFollow-upMediumAgent

Scenarios

Approval steps are highlighted.

  1. Identify callerBy number
  2. Quick ticketDuring the call
  3. AnswerKnowledge base or canned reply
  4. CloseFirst contact resolution
  5. RatingBy message after the call

Most relevant modules

Channels

WhatsApp, email, portal, QR.

Canned replies

Consistent answers.

Knowledge base

Repeat answers.

Agent performance

FCR per agent.

SLAs

Time targets per request.

Self-service portal

Requests and tracking.

How many agents and calls per day?We show a ticket created during a call.
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Questions from contact centers

Does it integrate with our phone system?

Depending on the interfaces it provides; assessed during implementation.

Can agents create tickets quickly?

Yes, with a short form and templates per call type.

Does it measure first contact resolution?

Yes, per agent, team and category.

One call is enough

Requests followed until solved, even after the call ends.

  • Quick form for agents
  • Canned replies
  • Routing with follow-up times
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