Ticket system with integrated knowledge base

Experts answer customer questions online

PASS Ticket System

Experts answer questions on specialist topics online

Our ticket system with integrated knowledge base enables you to provide your internal and external customers with a consulting platform within a short period of time. The ticket system can be quickly and easily integrated into your website and offers a fully automated process (workflow) for topic-related customer advice by experts. At the same time, a digital and central knowledge management system including a research database is created so that no query has to be answered several times.

The experts answer the request and the questioner receives feedback via the customer service portal. The subject areas are defined via different hierarchical levels so that the experts can be assigned in detail to their respective subject areas. Several experts can also be assigned at the same time. Generalized, anonymized question-answer dialogues (Q&A) are derived from the individually answered questions, which can be publicly researched via a full-text search in the internal knowledge base.

Reference

Your benefit from the use of our ticket system with integrated knowledge base

The processing of customer-driven questions as a consulting service is a fully automated workflow from asking the question to answering, evaluating and optionally anonymous publication. The various internal and external experts, who are managed in the system and sorted according to subject areas, are directly integrated into the consulting process. Parallel to the consulting service for the individual questioning customer, a growing database of Frequently Asked Questions (FAQ) is potentially created with each question asked. This can be searched by all customers for suitable answers using a full-text search. In this way, redundant answers to the same or very similar queries are greatly reduced.

In contrast, the alternative of answering specific questions by telephone leads to considerable time inefficiencies: The clerks must take up the request on the telephone, understand it and then forward it to experts. If the person responsible cannot be reached at the time of the call, a new call is the consequence. 24-hour support is too time-consuming and peak times occur. The telephone processing also entails the risk of incorrect categorization of queries. This can be avoided by using our online ticket system to answer questions.

Therefore use the advantages of our ticket system with integrated knowledge base.

 

How does the Customer Service Portal work?

  • Web access

    The customer service portal is easily accessible via an Internet connection.

  • Research

    If a user has queries on specialist topics, he can search for answers within the knowledge base provided.

  • Interaction

    If the user does not find what he is looking for in the knowledge base, he can formulate his request as a query and send it to the customer service portal via an online form. A coordinator forwards the query within the back-office portal to a competent person in charge. The coordinator then works out the answer either directly or with the help of one or more experts. The administrator also has the option of making enquiries with the user.

  • Satisfied user

    Once the answer has been activated and published in the question anwsering system (Q&A system), the user can evaluate it for completeness and usefulness.

The workflows

For the automated handling of the consulting processes

The ticket system can handle different workflows, from simple standard to complex interaction procedures.

 

Ticket system features

Individual request categorization

Individual request categorization

Flexible adjustment of the categorization hierarchy over three levels for service requests.

 

Automated processing workflows

Automated processing workflows

Fully automated start of workflows after receipt of questions. They include task assignment, tracking function for involved roles and automated backend processing.

 

Extensive administrator functions

Extensive administrator functions

This includes, for example, user administration, category maintenance, revision functions and a configuration tool.

Various input channels for customer queries

Various input channels for customer queries

New procedures can be initiated via the customer service portal, e-mail, telephone, a connected external system or by entering a person in charge.

 

Involvement of specialists

Involvement of specialists

Within the framework of processing a service request, one or more specialists can be called in flexibly for a case.

 

Rating system

Rating system

Customers can evaluate the responses received and the quality of service. The ratings can be evaluated using the statistics functions.

 

Publication as FAQ

Publication as FAQ

Frequently asked questions can be edited and published anonymously in a FAQ system. Customers can use these if they have issues on similar topics.

 

Statistics evaluation

Statistics evaluation

Various statistical evaluations of system usage are predefined and can be called up at any time.

 

Research profiles

Research profiles

We offer research profiles for meta-research to connect various search engines.

Role/rights concept

Role/rights concept

Customers, administrators and experts all have different interests, resulting in different tasks, rights and user interfaces.

 

Benefits for

Users

Users

  • User-friendly graphical interface (GUI)
  • Questions can be asked at any time
  • No waiting times on the phone, no forwarding to wrong contact persons
  • Possibility to search a general catalogue of questions and answers
Back-office operators and specialists

Back-office operators and specialists

  • Usability-optimized graphical interface (GUI)
  • Can be used as a web application on demand, without local software installation
  • Available by licensing as stand-alone solution or software component
  • Available for different platforms
  • Role and rights model
Management

Management

  • More effective use and utilization of resources
  • Higher customer satisfaction through improved (self-)service
  • Clear documentation
  • Decreasing number of errors

Back-office portal screenshots

Technical highlights of our ticket system

Browser-based

Browser-based

Software can be used directly in the browser, no further installation of programs or plug-ins required

 

Responsive Design

Responsive Design

High adaptability to all screen sizes due to a responsive design

 

High usability

High usability

Simple and intuitive operation of the user interface, based on the state of the art of usability

 

Easy integration

Easy integration

Provision of an API for integration into your IT infrastructure

 

Open system

Open system

High degree of independence from database, web server, etc.

 

Special features of our services

PASS as a full service provider

The special feature of our solution offering is that it ranges from strategic consulting to implementation and operation of the solutions, making us one of the few full-service providers in this segment.

In addition to our extensive specialist know-how, we also have several data centers in Germany, which can be equipped with disaster recovery capabilities if required.

Optionally we offer the following features on request:

  • Training sessions
  • System operation

Use models of the ticket system

  Nutzungsmodell CloudlösungCloudlösung Nutzungsmodell LizenzierungLizenzierung
Type of use Provision of ticket system in the cloud Provision of ticket system as a license
Licenses No Corporate license
Maintenance necessary? Yes Yes
Maintenance costs Included in the rental price 20 % of the license price p.a.
Installation necessary? No Yes
Optimally suited for Permanent use Permanent use
Advantages No technical infrastructure necessary on customer side Complete integration into business processes and systems, customizing possible

Frequently asked questions by our customers