With our Ticketing Manager for SuccessFactors you get a professional Portal where you can create and manage tickets for the employee and agents. Employees can now easily go to the portal where they can search and find all relevant excisting information in you knowledge base. A chatbot can guide them through and in case they do not find the right answer redirect them to the proper department to raise their ticket.
Within the Ticket Manager the responsible departments will be able to communicate directly with the employee and relevant other departments to answer the question or smoothly resolve the issue.
FEATURES AND BENEFITS
- Portal to create and manage tickets for the employee and agents
- Overview for employee and support department on the status of all tickets
- Indicating priorities, category and complexity
- Support for side conversations with colleagues to handle a ticket
- Support for multiple levels of support using a tiers model (first line, second line)
- Support for inter department ticket handling (ex.; HR/IT/Finance)
- History of the conversations and attachments available for employee and support officer
- Using the message center to broadcast messages to involved parties including email notifications
- Chatbot
- Assigning tickets based on different user groups dynamically
- Add, download, store and view attachments
- Knowledge base as part of the content management in our Employee experience portal
- Can be also be accessed directly from within SuccessFactors
- Fully integrated with the employee data from SuccessFactors (define agents and agent groups based on SF data, direct link to the employee profile data, etc.)
- Available in several languages
- And much more…
