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Ticketing App

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An incident management application designed for companies and organizations aiming to improve the efficiency and speed of their response to technical and operational issues. With an intuitive interface and advanced features, IncidentPro ensures centralized and transparent management of all reported incidents.

Ticketing App

Thanks to this integrated solution, a single software becomes a central control system for the entire business. Ticketing App is a highly scalable solution with quick setup and easy customization, allowing management of clients, quotes, opportunities, contracts, inventory, as well as internal and external incidents within the company or institution.

Centralized Ticket Management: Handle tickets from multiple channels.

Cascading Ticket Configuration: Set up ticket hierarchies and workflows.

SLA Configuration: Define SLAs based on product, service, or client.

Knowledge Base: Generate automated responses.

Access to Reports and Statistics: Monitor performance and trends.

Agent Workload View: Track and manage individual agent capacity.

Cost optimization

Automatically capture tickets and leads from various sources through the dynamic forms feature in the Settings section.

Scalability

Cascading ticket configuration (by redistributing the ticket to the responsible person within the company).

Time-management

SLA configuration based on product, service, or client (priority/urgency).

Automation

Automatic or manual assignment of incidents to the responsible teams or individuals.

Multi-tasking

Ability to add relevant details, screenshots, and attached documents for a more comprehensive description of the issue.

Quick response

Integration with a knowledge base that stores solutions for common incidents, facilitating the quick resolution of recurring issues.

Productivity

Reduced response and resolution time for incidents through automation and continuous monitoring.

Reporting and Analytics

Generate detailed reports and analyses on incident types, resolution times, and team performance.

Document Workflow

Integration with other systems and applications used within the organization (electronic registry, document/workflow approval, etc.).

Dashboard

Access to data visualization tools to identify trends and areas needing improvement.

ticketing app
ticketing mobile app

Ticketing App

Features

The application includes a configuration section that allows the following:

  • Ticket Category Management: Organize tickets by categories.

  • Custom Fields Management: Define extra fields for each category, including types such as text, date, list, number, or checkbox.

  • Priority Management: Configure response and resolution times for tickets.

  • Email Fetching via IMAP: Set up one or more mailboxes to automatically create tickets from incoming emails.

  • Automatic Ticket Creation via Speech-to-Text: Add tickets from phone calls to a configured TWILIO number.

  • Dynamic Form Ticket Creation: Configure forms for integration on connected pages, linking different fields to the ticket entity.

  • Automatic Escalation: Escalate tickets automatically to the department head.

  • Favorites: Mark tickets as favorites for quick access using the left-hand menu.

  • Tagging: Add one or more tags per ticket for faster searches. General search applies to ticket title and content.

  • Sorting: Sort tickets by creation date.

  • Bulk Updates: Modify status, priority, and category fields for multiple tickets at once.

  • Export to Excel: Export tickets, respecting applied filters.

  • Real-Time Notifications: “Toast” notifications refresh data when tickets are modified by others.

  • One-Click Updates: Quickly update general ticket information such as Agent, Priority, Status, and Category.

  • Time Tracking: Track time spent by an engineer or support operator on a ticket with a button. Recorded time can be adjusted before saving.

  • Closure Updates: Upon closing a ticket, modify additional information and add a solution.