Stay informed about the status of each ticket. Get a clear picture of what tickets you receive, when you receive them, and what stage on-going ones are at.
Every step can be tracked, thus enabling faster decision-making. Assign tickets to the right team members, avoid duplicate requests, and manage workloads based on priority or severity.
Minimize human intervention by automating process steps—assigning tickets, notifying support agents/customers, and escalating tickets to higher tiers in the team—as you need them.
Connect and communicate easily with your team and other departments, and quickly resolve any issues that come your way, helping reduce backlogs.
Improve performance by tracking your ticket volume, ticket backlog, first response time, average resolution time, and more, using our reports.
Manage all customer-related information on one platform, including order details and previous support requests, to ensure a smooth customer service experience.
The customer submits the request via email, forms, or any other third-party tool. This gets converted as a card in Qntrl, with the necessary details.
Once the request is submitted by a customer, it gets automatically assigned to a Tier 1 technician.
The Tier 1 technician works on the ticket for a scheduled time frame. If not resolved, it is scheduled to a Tier 2 technician, and later to a Tier 3 technician, if still not resolved.
Once the issue is resolved by the support team, the customer is automatically notified via email for confirmation.
The ticket is closed once the customer sends a confirmation in response to the resolution provided.
Automatically log tickets as cards, irrespective of the source they come from—emails, forms, websites, or other tools.
Add priority levels to each ticket, so that the very essential and complicated ones are handled and resolved quickly.
Set up timelines to automatically escalate tickets to higher-tier customer support agents.
Send automatic notifications and alerts to the customer support team via email or chat apps, like MS Teams or Slack. Keep all your stakeholders up to date with all relevant information.
Analyze your ticket handling process—the ongoing ones, the high priority ones, the closed ones, and everything in between—and optimize their performance over time, using our built-in reports and dashboards.
— Choose the one that best suits your organization —
Qntrl is the world’s #1 Workflow Orchestration Software. See why
Streamline incoming service requests, and maintain rapid response times. Define roles clearly, and protect requests from duplicate efforts and embarrassing cross-fire.
Explore all
Have well-outlined service SOPs and ensure that all agents understand what is expected of them at every stage, and know how to appropriately respond in any given situation.
Explore all
Real-time conversations demand real-time answers. Get access to anything you need to help a customer, including account details, purchase history, and past conversations.
Explore all
Automate canned replies and alerts. Route queries to the appropriate departments automatically. Automate workflow steps, document or PDF generation, and more.
Explore all
Analyze number of requests received per day, number of requests closed per user, average response time, average handle time, and more with bespoke, dynamic reporting module.
Explore all
Build flexible and scalable business processes tailored to meet the requirements of your business. Have everything you need outlined for a perfect customer service workflow.
Explore all
Connect Qntrl with your tools - Salesforce, HappyFox, Shopify, and more - for seamless data flow. APIs, Client and Server Scripts are options that help you tailor Qntrl to your needs.
Explore all
Field access privileges, data encryption, and role-based access controls keep your sensitive information safe. Audit capabilities help you figure out who-did-what-when.
Explore all
You're already in charge, now get Qntrl.