Anyone who offers a service knows the problem: customer inquiries come in via a wide variety of channels, from emails and phone calls to spontaneous notes on a post-it note. Without a systematic service ticketing system , inquiries risk getting lost or being processed in an unstructured manner . This is where colada.service-tickets comes in: A fully integrated solution that simplifies and efficiently designs the entire workflow, from recording and processing to billing.
Why a service ticketing system?
A service ticketing system offers numerous advantages for companies that want to improve their customer service and optimize internal processes at the same time.
1. improved efficiency
- Central contact point: All inquiries are collected, structured and organized in one place.
- Automation: Routine tasks such as assignments or escalations can be automated.
- Transparent processes: Every step of a request is documented, responsibilities are clearly defined.
2. increased customer satisfaction
- Faster response times: Structured processing enables problems to be solved more quickly.
- Better communication: Customers receive regular updates on the status of their requests.
3. improved cooperation
- Clear allocation of roles: Tasks and responsibilities are clearly defined.
- Centralized communication: All information about a request is stored in one place.
- Reporting: Employee performance and efficiency can be measured and improved.
4. offsettability
- Systematic recording of services: Every service provided can be billed in a traceable manner.
- From cost center to profit center: Services are no longer viewed as a cost item, but as a source of revenue.
colada.service-tickets: The powerful system
With colada, service ticketing becomes a holistic process that helps companies to work more efficiently and professionally.
Tickets: Structured management of requests
Each ticket contains all relevant information about the request:
- Ticket ID for unique identification
- Customer or company assignment
- Detailed description of the problem or concern
- Status, priority and creation date
As soon as a ticket has been created, it can be systematically processed:
- Communication directly via the ticket (comments, e-mail history)
- Automatic history of every change
- Recording the work performed
- Possibility of automated billing
Flag and watch options can also be used to inform other people about the progress of the ticket.
Ticket boards and dashboards
colada offers customizable ticket boards with drag-and-drop functionality to provide an optimal overview of the status and progress of tickets.
The dashboard provides important key figures at a glance:
- Which are the oldest open tickets?
- Which employee has the most open tickets?
- Which customer has the most requests?
Automated communication & workflows
colada relies on an intelligent notification logic that keeps internal teams and customers informed at all times:
- Employees automatically receive updates by e-mail as soon as the status of a ticket changes.
- Customers are informed directly when their request is resolved.
Billing and settlement
Services should not only be documented, but also economically exploitable. colada makes this possible:
- Automatic connection with service level agreements (SLA)
- Traceable service billing directly from the ticket system
- Billing function for support services provided
Service ticket portal: direct interaction for customers
The colada service ticket portal is available for recurring customers or companies that manage several requests in parallel. Advantages:
- Independent creation and tracking of tickets
- Direct participation in communication with the support team
- Overview of all previous requests and their processing status
Conclusion: Finally measurable and billable!
A service ticketing system is an essential tool for professional customer service and efficient management of internal processes. With colada, service is not only optimized, but becomes a measurable and billable part of the company.
From paperwork to digital excellence – colada makes the difference!