Ticket

A Request Ticket helps businesses record, assign, track, and manage all customer requests through one centralized workflow. From stores and branches to customer service teams at headquarters, business and operations units can collaborate on the same Ticket to handle customer requests more efficiently and deliver a more consistent service experience.

Why do businesses need Request Tickets?

During the customer service process, every request needs to be recorded, collaborated on, tracked, and analyzed. Based on this data, businesses can make informed decisions to improve customer service quality, identify new customer needs, enhance their products, or expand into new business opportunities and directions.

Customer requests are scattered across multiple channels, making it difficult to meet service commitments.

It is unclear which employee, department, or shift is handling each request.

Customer interaction history is not unified across offline sales, online channels, and the Head Office.

Customers have to repeat the same issue multiple times.

Managers lack the data needed to evaluate service quality.

How do Request Tickets work?

Each Ticket records key information such as:

Assigned employee or department

Customer information

Request details

Source channel: call, email, chatbot, Facebook, Zalo, or API

Priority level

Status and handling history

Response and resolution deadline

Customer service evaluation

Key Benefits of AntBuddy Ticket

Standardized Handling Process

Classify requests, automate assignment, trigger alerts, and customize workflows based on business rules.

Clear Responsibility Assignment

Assign responsibilities based on rules, time, shifts, workflows, and multi-level alerts.

Customer Service History Tracking

Maintain a seamless service history across employees, departments, headquarters, branches, and touchpoints.

SLA Commitment Management

Turn service commitments into measurable actions through tools, workflows, and cross-department coordination.

Customer Experience Survey

Measure customer experience, conduct post-service reviews, and support service recovery when needed.

Store Operations and Shift Management on Mobile Apps

AntBuddy supports Ticket handling on mobile apps, making it suitable for store staff, delivery teams, operations teams, and employees who frequently move between headquarters and store locations. It provides fast access to the right tools and customer data, helping maintain a seamless customer experience.