Name: TomTicket
Author: TomTicket

Help Desk

Web and Video Conferencing

Customer Support

Changelog

Mind Mapping

Development

Audit

Business Intelligence (BI)

Calibration Management

Collaboration

Communications Platform as a Service (CPaaS)

Embedded Business Intelligence (BI)

Environmental, Social, and Governance (ESG)

Interactive Voice Response (IVR)

Enterprise

Accounting

Payment Gateway

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Onboarding

HR Management

Payroll

Recruitment Automation

Succession Planning

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Data Observability

Desktop Outsourcing

Electronic Data Interchange (EDI)

Fraud Detection

IT Service Management (ITSM)

Industrial IoT

Integrated Development Environment (IDE)

Integration Platform as a Service (iPaaS)

Managed Print

Metadata Management

Network Access Control (NAC)

Network Function Virtualization (NFV)

Network Performance Monitoring

Relational Database Management Systems

Remote Support

Security Awareness Training

Solid State Drives

Static Application Security Testing (SAST)

Traffic Switching

Virtual Private Network (VPN)

VoIP Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Business Card Scanning

Content Management

Digital Analytics

Email Management

Email Marketing

Marketing Automation

Marketing Resource Management

Presentation

Real-Time Interaction Management

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Webinar

Marketing

Business Caller ID

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation

Sales Email Tracking

Sales

Certificate Lifecycle Management

Security

Forestry

HIPAA Compliance

Home Health Care

Insurance Agency Management

Vertical-Specific

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TomTicket is a software solution designed to streamline ticket management, help desk support, and online customer service for businesses. This versatile platform caters to companies of all sizes, from small startups to large enterprises. According to the vendor, TomTicket is utilized by a wide range of professionals and industries, including customer service representatives, IT support teams, service desk managers, call center agents, e-commerce companies, software development firms, healthcare providers, and educational institutions.

## Key Features

**Ticket Management**: According to the vendor, TomTicket provides a ticket management system that allows businesses to efficiently track, prioritize, and resolve customer inquiries and support tickets. Users can create, assign, and categorize tickets, ensuring that all customer issues are properly addressed and resolved in a timely manner.

**Help Desk Support**: TomTicket offers a help desk support system that allows businesses to provide customer service and support. Users can create knowledge bases, FAQs, and self-service portals to empower customers to find solutions to common issues on their own. The system enables support agents to manage and respond to customer inquiries through various channels, including email, chat, and phone.

**Online Customer Service**: According to the vendor, TomTicket provides a platform for businesses to offer online customer service, allowing customers to reach out for assistance through a web-based interface. Users can integrate live chat functionality into their websites, enabling real-time communication between customers and support agents. The system offers customizable chat widgets, canned responses, and chat routing features to enhance the efficiency and effectiveness of online customer service.

**Reporting and Analytics**: TomTicket offers reporting and analytics capabilities, providing businesses with insights into their support operations. Users can generate reports on ticket volume, response times, agent performance, and customer satisfaction, allowing them to identify trends, measure performance, and make data-driven decisions. The system provides customizable dashboards and visualizations, enabling users to monitor key metrics and track the overall performance of their support team.

**Automation and Workflow Management**: According to the vendor, TomTicket allows businesses to automate repetitive tasks and streamline their support workflows. Users can set up automated email notifications, ticket routing rules, and escalation processes to ensure that tickets are handled efficiently and according to predefined business rules. The system offers customizable workflows and automation rules, enabling businesses to optimize their support processes and improve overall productivity.

**Mobile Accessibility**: TomTicket can be accessed on mobile devices, allowing users to manage support tickets and online customer interactions on the go.

**Unlimited Clients and Tickets**: TomTicket provides unlimited client and ticket management, allowing businesses to efficiently handle a large volume of customer inquiries and support requests.

**File Transfer**: According to the vendor, TomTicket enables the transfer of files between support agents and customers, facilitating the exchange of relevant documents and attachments.

**Integration API**: TomTicket offers an API for integration with other systems, allowing businesses to streamline their support processes and connect with existing tools and platforms.

**Email Ticketing**: According to the vendor, TomTicket allows customers to create support tickets by sending an email, providing a convenient way for users to reach out for assistance.

Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.

The Early Stage program

Proactive Support Plus add-on

Expert

Advanced

Essential

Growth

Free

TomTicket

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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What is TomTicket?