Support Ticket Management

What Is Support Ticket Management?

Support ticket management is the process of systematically recording, prioritizing, routing to the relevant team, and resolving issues, questions, and requests from customers. Each request receives a "ticket" number and is tracked until resolution.

The Rapitek CRM support ticket module works fully integrated with your CRM data. When a support ticket is opened by a customer, their purchase history, previous requests, and communication notes are instantly displayed. This allows the support team to provide faster and more effective solutions knowing the customer's situation.

Support Ticket Module Features

Multi-Channel Ticket Collection

Requests from email, phone, web form, WhatsApp, and customer portal are automatically converted into tickets.

Automatic Routing

Automatically routed to the relevant team based on request type, product category, or customer segment.

SLA Management

SLA times are defined per customer or contract. Automatic escalation for tickets at risk of SLA breach.

Knowledge Base

Enable your support team to respond quickly with FAQs and solution guides.

Prioritization

Manage tickets by importance with Low, Normal, High, and Critical priority levels.

Performance Metrics

First response time, resolution time, customer satisfaction, and agent-level performance reports.

Support Ticket Workflow

Ticket Receipt

A customer creates a support request from any channel. The system automatically assigns a ticket number and sends a confirmation to the customer.

Classification and Assignment

The request is categorized automatically or manually, prioritized, and assigned to the appropriate support agent.

Resolution Process

The support agent works on the ticket. Customer communication, internal notes, and resolution steps are managed through the ticket.

Closure and Evaluation

The solution is communicated to the customer and the ticket is closed. An automatic satisfaction survey is sent. The solution is added to the knowledge base.

Support Ticket Priority Levels

Priority	Description	Target Response Time	Target Resolution Time
Critical	System down, business stopped	15 minutes	2 hours
High	Important feature not working	1 hour	8 hours
Normal	Standard issue or request	4 hours	24 hours
Low	Information request or suggestion	8 hours	48 hours

Advantages of CRM-Integrated Support Management

Customer Context

When a ticket is opened, the customer's purchase history, previous requests, and notes are immediately displayed. The customer doesn't have to explain their situation every time.

Sales Opportunity Discovery

Upsell and cross-sell opportunities that emerge during the support process are recorded as opportunities in CRM.

Proactive Support

Analyze recurring issues to inform customers before problems occur.

Team Efficiency

Increase your support team's efficiency with automatic routing, canned responses, and knowledge base.

Frequently Asked Questions

Which channels does support ticket management support?

Rapitek CRM support module automatically converts requests from email, phone, web form, WhatsApp, and customer portal into tickets.

Can SLA timelines be customized?

Yes. Different SLA timelines can be defined based on customer segment, contract type, or priority level. Escalation rules are customizable.

How does the knowledge base work?

Frequently encountered issues and solutions are categorized in the knowledge base. The support team can quickly reference it when searching for solutions. Customers can also access the knowledge base through self-service.

How do I measure support performance?

Metrics such as first response time, average resolution time, SLA compliance rate, tickets per agent, and customer satisfaction are monitored through dashboards and reports.

Can I define automated responses?

Yes. Automatic acknowledgment messages when a request is received, ready-made responses for frequently asked questions, and automatic solution suggestions under certain conditions can be defined.

Are support tickets visible to the sales team?

Thanks to CRM integration, the sales team can see their customers' open support tickets. This way, they are informed about customers' existing issues during sales conversations.

Can customers track their own tickets through the portal?

Yes. Through a dedicated customer portal, you can offer capabilities to open new requests, monitor existing ticket status, and access the knowledge base.

Can the support module be used for field service teams?

Yes. Requests requiring field service can be assigned to technicians through the mobile app. Together with the after-sales service module, it provides a comprehensive solution.

Solve Customer Problems Quickly with Support Request Management