Ticket Management System – CyberMagister TMS
The service desk that takes every request from arrival to closure: four channels in a single queue, support tiers and measured service times.
The challenge
Support run from a shared mailbox has no status, no owner and no memory: two people answer the same request, or nobody does, and at month end nobody can say how long it took. TMS covers the whole life of a request — from how it arrives to how it is closed — and everything needed to make it repeatable: the times promised to the customer, who can see what, the answers that keep coming back, the measure of how it went.
Who it is for
Internal support teams and managed service providers who must prove their response times, not just state them, across several clients and projects.
What you get
Four channels, one queue
Public form, forms dedicated to a client, email and direct opening by an agent: the same request number, the same life cycle, the same work queue.
Every request, a workstation
Commands, the conversation with the requester — which reads like a chat — and work panels on a single screen, with L1, L2 and L3 support tiers and internal notes that never reach the requester.
Service times under control
Targets on three separate times, general, per client or per project, with alerts reaching whoever can still act before the deadline, instead of recording it afterwards.
The system decides who sees what
Support tier and team, with their scope of clients and projects, decide access to every single request; account sign-in is also protected by a second factor.
Knowledge and self-service
Recurring answers are written once: articles help the agents and, once published, become a portal anyone can browse without opening a request.
Service measurement and integrations
Reports with averages and percentiles on volumes, times and clients, automatic updates to the requester with your company branding, and a documented interface to connect your other systems.