The fast-growing customer support industry is witnessing a transition from manual to automated processes. At the same time, there's a growing demand for ticket management solutions that streamline customer support and field service operations, from sending reminders to customers to handling supportive communications.
Cloud calling, also known as cloud telephony or hosted telephony, refers to a technology that allows you to make phone calls over the internet. It moves your business phone system off-premises to be hosted in the cloud. This means your voice, video, and data communication tools are hosted by a provider on their servers and are delivered to your business over the internet.
This system transforms traditional phone systems into a flexible, scalable, and affordable platform. Instead of using conventional phone lines or installing an on-site Private Branch Exchange (PBX) system, cloud calling leverages your existing internet connection.
Cloud calling, or cloud telephony, offers a host of benefits over traditional telephone systems, which have positively transformed the way businesses communicate. Here are some of the key benefits of adopting a cloud calling system:
Clappia is a No Code platform where designing such Ticket Management applications is as easy as working on Excel Sheets. It provides web-based and app-based interfaces to manage tickets, organize agents and users, set up rules and triggers, set SLA, send emails and SMS notifications etc. Clappia also has a powerful REST API integration module which can be used to connect the ticket management apps with any third-party applications.
One of the core problems that a ticket management solution should solve is ensuring data privacy. While working on tickets, field agents usually have to call their customers over the phone, but without revealing each other's phone numbers. This is where cloud calling can help. Cloud calling is a telephony service provided through a third-party cloud host where calls are placed over an internet connection. Exotel is one of the leading cloud telephony solution providers that also provides the cloud calling feature. In this article, we will see how ticket management apps built on Clappia can be enhanced with the Cloud Calling Feature using the flexible REST APIs provided by Exotel. You can learn more about on Exotel.
The following points are covered:
Once the call is placed, the call details like start time, end time, call recording are available against a unique SID. In this step, we will see how to fetch these details using the SID once the agent has closed the ticket.
-> Server URL (call_id is the SID received in the previous step when the call was placed)
-> Headers: Same as previous step
-> Fields from API response: Fetch all the attributes that you require - StartTime, EndTime, Duration, RecordingUrl
A ticket management system, also referred to as ticketing software, is a robust software solution utilized by customer support representatives to efficiently handle and store incoming customer queries originating from various channels. This comprehensive software streamlines and consolidates customer messages received through platforms such as social media, live chat, email, phone, and customer portals. By centralizing these interactions, ticketing software enables support teams to effectively manage, organize, and respond to customer inquiries, ensuring a streamlined and seamless customer support experience.
A ticket management system is used to enhance customer support and improve overall operational efficiency. By using such a system, businesses can effectively handle a large volume of customer inquiries, track the status of each ticket, assign tasks to the appropriate personnel, and ensure timely resolution. It helps in maintaining organized communication, increasing productivity, and providing a better customer experience.
The advantages of implementing a ticket management system include:
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