Ticketing platform for optimized technical support management.
Tickly is an application for managing service requests that combines the typical features of a ticketing platform with a series of additional functions for monitoring the service and reporting on activities.
It is the ideal solution for help desks and internal business services that need an effective tool to optimise all service-related operations: from user support and request management to intervention organisation and activity reporting for cost allocation.
Tickly is a web application that can be used from a desktop computer or smartphone when on the move. It does not require local installation or extensive training, and is very easy to configure and use.
Total visibility and traceability
Authorised users can open tickets and track activities until the problem is completely resolved. All interactions between the helpdesk, technicians and customers are tracked and stored so that the choices that led to the resolution or non-resolution of the reported issue can be retraced at any time. This information can feed an optional Artificial Intelligence (AI) engine that allows you to leverage accumulated knowledge to improve service effectiveness.
Each user has an up-to-date view of their active tickets, while managers can check all open or closed tickets, distinguishing them by location or department.
The service provider can share real-time reports and statistics with the customer to document compliance with agreed service levels or demonstrate the need for additions to the contract.
Fast even on-site
Tickly does not waste time for those working in the field: the calendar shows the constantly updated schedule of interventions, the information to be entered on site is essential, and the entire history of the problem to be solved is just a scroll away on your smartphone.
Thanks to a centralised intervention assignment system, it is possible to rationalise call-outs by distributing the workload across the technical resources actually available.
Automatic reporting
All activities entered in Tickly automatically form the accounting statement of activities carried out within a project or service contract.
Where applicable, this information allows you to proceed quickly and accurately with the invoicing of services rendered.
Tickly is an agile and intelligent application designed for:
- Service centres
that want to track and resolve reported problems accurately. - Internal IT departments
for structured and efficient management of support requests. - Maintenance companies
for centralised monitoring of interventions. - Multi-site organisations
that need a filtered and organised view of reports. - Managers and project managers
who want accurate control over tickets, history and statistics. - System administrators
for analysis of performance and possible areas for improvement.