🛠️ Support Management System – Centralized Ticketing & Resolution Hub
Streamline all support requests – IT issues, maintenance complaints, parent queries, and staff assistance. Track tickets from creation to resolution with SLAs, auto-assignment, and customer satisfaction surveys.
Fast, transparent, and efficient issue resolution.
The Support Management System centralizes all support requests from students, parents, teachers, and staff. Create tickets via web portal, mobile app, email, or phone. Auto-assign to support agents, track resolution time, escalate overdue tickets, and measure satisfaction – all from one dashboard.
Auto-generated IDs
Priority-based
Feedback tracking
Complete Support Lifecycle Management
Integrated modules for end-to-end support operations:
- Multi-Channel Ticket Creation – Web portal, Mobile App, Email-to-ticket, Phone calls, WhatsApp
- Ticket Categories & Types – IT support, Facility maintenance, Academic queries, Parent concerns, Transport issues, Hostel complaints
- Priority & SLA Management – Urgent/High/Medium/Low, first response time, resolution time, escalation rules
- Auto-Assignment & Routing – Round-robin, skill-based, or department-based assignment to support agents
- Agent Dashboard – My tickets, pending tasks, overdue alerts, performance metrics, and knowledge base access
- Knowledge Base / FAQ – Self-service portal for parents/students to find answers before raising tickets
- Ticket Conversation Thread – Internal notes, public replies, attachments, and history tracking
- Escalation Matrix – Auto-escalate to senior agents or management if SLA breached
- Satisfaction Surveys (CSAT) – Post-resolution feedback forms, rating collection, and trend analysis
- Support Reports & Analytics – Ticket volume trends, SLA adherence, agent performance, common issue categories
* All modules integrate with parent/student/staff portals for seamless ticket submission and tracking.
Smart Ticketing System
Auto-generated ticket IDs. Track status – Open, In Progress, Pending, Resolved, Closed. Full conversation history.
SLA & Auto-Escalation
Define response and resolution SLAs per priority. Automatic escalation to supervisors when breached. Never miss critical tickets.
Multi-Channel Support
Raise tickets via web, mobile app, email (auto-convert), phone, or WhatsApp. Unified inbox for agents.
Self-Service Knowledge Base
FAQs, how-to articles, video tutorials. Reduce ticket volume by empowering users to find answers themselves.
Agent Performance Analytics
Track tickets resolved, average response time, customer ratings, and SLA compliance per agent.
Customer Satisfaction Tracking
Auto-send satisfaction surveys after ticket closure. Track CSAT trends and identify improvement areas.
Key Modules – Complete Support & Complaint Management
From ticket creation to resolution, every interaction is tracked and optimized.
Ticket Mgt
Create & trackSLA Mgt
Response/resolutionEscalation
Auto-escalationAgent Mgt
Assignment & rolesKnowledge Base
Self-service FAQLive Chat
Real-time supportCSAT Survey
Feedback collectionReports
Analytics dashboardCustom Ticket Categories
Define categories – IT Support, Facility Maintenance, Academic, Transport, Hostel, Parent Queries, HR Support, and more.
Automation Rules
Auto-assign tickets based on category/keywords. Auto-respond with acknowledgment. Auto-close resolved tickets after survey.
Parent & Student Support Portal
Parents and students can raise tickets, track status, add comments, upload attachments, and view resolution history – all from mobile app or web portal.
Multi-Channel Tickets · SLA Management · Auto-Escalation · Knowledge Base · Agent Analytics · CSAT Surveys · Parent Portal