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Showing posts from October, 2023

Unveiling Carrier: The Future of Ticketing Systems for Our Company

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  In our free PHP ticketing system open source , discussions with customers were spread across multiple inboxes, from Skype to email, to live chat. Silos existed and this made it difficult to have customer context as well as aid our client's important demands. These discussions were captured in an PHP ticketing system open source -- that we built! It was not functioning well and it needed to alter. We were missing out on customer history as well and our metrics had not been a beneficial directing device. They showed that we were battling to strike our first response time (FRT) goals, yet that had not been true. This ticketing system had no concept of service hours so our small group would have to function around the clock to make our assistance work desk metrics satisfied! This wasn't excellent. The information was telling me we weren't doing a wonderful task, however, my instinct was telling me something different. In addition to the number of insects that we