No request gets lost
In a university, requests come from everywhere: a student writes through the portal, a lecturer sends an email, a parent phones, a staff member reaches out on WhatsApp. When each channel lands with a different person, requests are forgotten, the same problem is asked three times and nobody knows how many requests came in. Ticket Management collects requests about every process in the institution, from students and staff alike, in one queue; each request lands with the relevant unit, is assigned an owner and followed until closed.
What it does
Every channel into one queue
Portal, email, mobile app, WhatsApp and phone all feed the same system; however the user reaches you, the request lands in the same place.
Students and staff, internal and external
Students, lecturers, administrative staff and external stakeholders open requests from the same system; each sees the status of their own requests.
Unit-based handling
Requests are routed to the relevant unit by category; unit users answer and, if needed, hand over to another unit.
Every process in the institution
IT, student affairs, technical services, library, finance — whichever unit, the same flow.
Traceability and history
Who handled each request, when and what was answered is recorded; a user's past requests on one screen.
Reporting
Request volume, open/closed counts and resolution times by unit, category and period.
Inside the product
Scroll to move between screens.
Nobody's problem slips through
Whatever channel a request arrives from, it is recorded, assigned to an owner and followed until it is closed. Management sees how many requests reach each unit and where they pile up; staffing and process decisions rest on data.
- Portal, email, mobile, WhatsApp and phone in one queue
- Every request has an owner, a status and a history
- All units of the institution in one system, one flow
- Request volume and resolution reports by unit
Which product should your institution start with?
In a 30-minute demo we listen to your processes and recommend the right combination.