Ticketing System designed to keep customer issue on track
Turn every customer issue into accountable work
Create, route, prioritize, track, and resolve tickets with clear ownership, SLA controls, and complete conversation context.
A Clear Path from Request to Resolution
Connect the capability with the work your team needs to complete.
Capture the request
Assign an owner
Track progress
Resolve and follow-up
Ticket Management
One workspace for your customer service tickets
Keep customer requests organized by status, priority, and owner. Bring the conversation history and case details together so your team can continue handling an issue when it moves between agents or departments.
Make the next action clear
Keep data, service ownership, and the next action connected.
Prioritize by impact
Use urgency, customer tier, topic, or business rules to organize queues.
Route to the right team
Assign cases by skill, workload, branch, language, or service category.
Track every handoff
Maintain a reviewable timeline across agents, teams, and channels.
Measure service quality
Monitor backlog, first response, resolution time, reopen rate, and SLA attainment.
A Clear Path from Request to Resolution
Connect the capability with the work your team needs to complete.
Assignment & Escalation
Define rules to route requests and flag tickets that need another team’s attention.
Status & Ticket History
Define rules to route requests and flag tickets that need another team’s attention.
Reporting & Service Targets
Review ticket volume, response time, and resolution to identify delays and issues.
Use Cases
Support the issues your customers bring to you
Coordinate delivery issues through resolution
Record order details, delivery concerns, and supporting information in one ticket. Assign the case to Customer Care, involve Operations when needed, and keep the customer updated as the investigation progresses.
Keep payment enquiries organized
Capture invoice details and the customer’s concern, then assign the case to the relevant team. Keep payment checks and internal updates together until your team confirms the outcome.
Track account issues with clear responsibility
Record access problems or account enquiries and gather the details needed for investigation. Give the case a clear owner and track its progress until the customer receives a resolution.
3Dolphins’ capabilities
Why choose 3Dolphins Ticketing System?
Give your customer service team the structure to follow through on every issue, with clear ownership and the context needed to move cases forward.
01
Connect customer conversations
Bring ticketing into omnichannel service workflow, so your team can continue handling an issue beyond the initial conversation.
02
Keep AI assistance and human support connected
Use AI to support initial enquiries, then carry the relevant context into tickets that need your team’s attention.
03
Build around your service process
Organize ticket categories, ownership, and escalation rules around how your business handles customer requests.
Questions about Ticketing System.
Create, route, prioritize, track, and resolve tickets with clear ownership, SLA controls, and complete conversation context.
Assign cases by skill, workload, branch, language, or service category. The required data and integrations are defined during implementation.
Maintain a reviewable timeline across agents, teams, and channels. Configure ownership and review rules around the workflow.
Start with one use case, identify the required knowledge and systems, define the responsible team, and review the outcome before expanding.