Ticketsystem
Helpdesk and workflow management software combined: simply efficient
All the functions of a ticket system software included: Thanks to software-supported customer communication, flexible effort recording and precise billing, you can manage customer inquiries and project tickets quickly and cost-effectively with the ticket system in Projektron BCS and cover the functions of a helpdesk and task management solution at the same time.
Ticket system for support, helpdesk and project work
What if your ticket system enabled you to...
➤ Provide your own support portal or helpdesk for your customers?
➤ Record processing times directly on the ticket?
➤ Establish best practices and efficient processes in your support team?
➤ Prioritize, monitor, process and bill tickets quickly and easily?
➤ Define individual prioritization and escalation levels?
➤ Subdivide, organize, assign and prioritize project tasks and monitor their progress?
➤ Turn customer requests directly into project tasks or user stories?
Oliver Regelmann
Authorised signatory, Team Leader Infrastructure & Collaboration, n-komm GmbH
"We use the BCS ticket system both in support and in our projects for the detailed organisation of tasks. Our customers can access their tickets via guest access and thus receive a transparent overview of the processing status. The ticket comment function helps us to communicate and document the activities carried out. This is particularly helpful in the event of substitutions, when colleagues also need to be brought up to date."
Elisabeth Königshofen
Project Management Office, items GmbH & Co. KG
"Since we operate an IT service management system organized strictly according to ITIL for our support services outside of projects, we have been using an external ticket system for many years, in which the customer-specific, contract-based service level agreements are mapped and the prescribed processes are routed according to ITIL rules. The services commissioned via the external ticket system are also billed using Projektron BCS."
Alexandra Baldauf
Business Consultant, Goodson Softwaresolutions GmbH
"With the ticket system, we always have an overview of all customer requests. We can prioritise them if necessary, check service times and set up advance warning levels to keep the quality and speed of our support high at all times. Our customers benefit from the full transparency of the ticket system, as they can see the status of the tickets at any time. The communication flow to the customer is always there thanks to the ticket system."
Linus Hogrebe
Project Manager, Airport Research Center GmbH
"When deciding on Projektron BCS, we were particularly convinced by the holistic approach, in which project and resource planning, working time recording, deadlines, etc. are linked together. The ticket system in particular enables us to seamlessly integrate support for our customers and maintain a high quality standard in this area: Via an external support portal, our customers can conveniently submit new requests or check the current status of their requests, while the internal BCS system merges external and internal requests, thus providing a uniform and efficient working environment for our employees. A decisive factor for acceptance was the high flexibility of the system, which allows far-reaching configuration adaptations to our own processes."
Dr. Sven Kleiner
Board Member of :em engineering methods AG
"By now, we also use the ticket system based on the BCS model for our own support: This way, we not only organise the processing of requests, but can also give our customers a precise breakdown of what work we have done for them at the end of a billing period."
Stephan Jensen
Managing Director of SkyGate inter|net|working GmbH
The ticket system is also in the interest of our customers. Being able to communicate with our customers directly via tickets makes the job much easier for our support team.
Help desk ticket system and support portal: hotline relieved, customer communication centralized
With the ticket system integrated in Projektron BCS, you can record incoming requests and messages to your support team in a standardized form and store them in a central location. Your customer service employees can use the ticket system to assign priorities to service tickets, monitor, organize and process them, and record and bill the expenses incurred without having to resort to separate ticket systems or other tools or channels.
Customer login
Your customers can use their own account to log into the Projektron BCS ticket system and enter their requests as tickets - quickly and easily. This means that your customers can reach you around the clock - and you have centralized access to all incoming customer inquiries.
If you use the comprehensive CRM and customer management functions in Projektron BCS, the incoming customer inquiry and the entire subsequent communication process are automatically stored in the communication history of the respective customer.
Support portal: Quality and transparency thanks to the Projektron BCS ticket system
As a company, you want to guarantee your customers a certain level of service quality and performance as part of an SLA, for example:
When is customer support available?
How quickly do they respond to requests?
How quickly are they processed?
In Projektron BCS, you can set your service times, response times and warning levels down to task level in detail and individually. Depending on the ticket type, priority and day of the week, you can set the service time during which your support is available. If you offer premium support for your top customers, this can also be defined.
Pre-warning levels
Advance warning levels help you to meet the promised response times: Do you want your urgent requests to be completed within eight hours? Easily set up a pre-alert level if you are only a few hours away from the deadline.
E-mail notifications
You can specify who exactly should be informed via the mailing list. You can either specify a specific person or also send a message to the relevant project manager or ticket processor.
Prioritization at a glance
You can see at a glance which escalation level your tickets are currently at. You can adjust the escalation levels according to your own requirements. This allows you and your customer service employee to see immediately which tickets need more attention and which prioritization is best.
Own support portal with ticket system software - added security
The external support portal ensures a particularly high level of data protection on request. Once set up, customers post their tickets on the separate server, while employees work as usual in the internal Projektron BCS.
Only the data that is to be shared with the customer is stored on the external support portal, while employees can see all the information they need to process a ticket in the internal Projektron BCS.
You can also see the synchronization status between your internal Projektron BCS and your support portal on tickets. A traffic light shows you whether the ticket has been synchronized or whether there were problems synchronizing the two systems.
Transferred information
Data is transferred in both directions between the external support portal and the internal Projektron BCS - but not all of it. For example, only data that your customers are allowed to see ends up on the external support portal, while you see all the information you need to process a ticket in the internal Projektron BCS.
It is also possible to exchange files: The corresponding file storage of the support portal is also displayed for tickets in the internal Projektron BCS. This means you can see both external and internal files in one view and can move or copy the files as required.
Compatibility check
Whether in the internal Projektron BCS or on the external support portal: If you make changes to the data model, Projektron BCS checks this automatically. If the data models of the two systems are not compatible with each other, you will be warned.
Licenses
You need special daily synchronization licenses for your customers and your employees. Licenses are based on the number of customers and the number of employees. Full access to the administration of the system is included free of charge.
Customer request becomes project task or user story: seamless process with BCS
From customer inquiry to project task with one click
If a ticket becomes too extensive or labor-intensive, you can convert it into a project task with a single click: Projektron BCS automatically takes over all important ticket data such as subject, description and previously booked processing times and also provides the full functionality of a project task, which you can use in the course of project processing.
From ticket to user story: ticket system for software developers
Do you use the functions of software development according to Scrum in Projektron BCS? If your customer submits a ticket requesting a new function, you can convert this ticket into a user story with just a few clicks and add it to your product backlog. The ticket description can be seamlessly transferred to the user story and the associated activities.
Projektron BCS automatically links the newly created user story to the original ticket. This makes it easy to trace the origin of the ticket, especially when prioritizing the product backlog.
You also have the option of linking tickets to existing user stories, epics or partial requirements. This makes the organization and management of customer requests much easier and helps to ensure that no request or requirement is lost. With Projektron BCS, you have a powerful solution at hand to make communication between your support or helpdesk team and your Scrum team seamless and to efficiently integrate customer requests into your development processes.
Internal tickets: organized project management, structured collaboration
Whether you want to submit change requests for a project, manage an open points list or process internal services: The Projektron BCS ticket system also offers a wide range of uses for internal company use and ensures a fast and smooth processing workflow.
In project management, you can use tickets to further subdivide tasks and assign specific work orders to your team members. If you select the card view for your tickets, your tickets appear as cards on a customizable Kanban board. Here you can keep an eye on the processing progress in terms of efficient workflow management and change the processing status or priority of individual tickets, subtasks or tasks simply by dragging and dropping them.
You can also appoint agents for each ticket simply by dragging and dropping one or more team members onto the respective card. Project managers or work package managers can thus view and check the processing progress of a ticket at any time. To further subdivide the work request, you can also integrate workflows with checklists into the ticket.
Direct communication, complete documentation, fast time recording
Simple ticket assignment - fast processing
Thanks to the assignment of ticket type and priority, tickets can be quickly differentiated and forwarded to the responsible specialist in your team - as soon as they are received. This shortens processing times and the problem is solved faster and better - to the satisfaction of your customers.
Sowohl in der Darstellung als Ticketliste als auch in der Darstellung Ihrer Tickets als Karten auf dem individualisierbaren Kanban-Board sehen Sie immer die Priorität eines Tickets. So weiß jeder Benutzer und Bearbeiter auf einen Blick, welches Ticket er als nächstes bearbeiten muss.
Both in the display as a ticket list and in the display of your tickets as cards on the customizable Kanban board, you can always see the priority of a ticket. This means that every user and processor knows at a glance which ticket they need to process next.
Email notification with ticket comment function - keep up to date
Whether a new comment has been added, the processing status changed or relevant files uploaded: Projektron BCS automatically informs your customers about changes to the ticket by e-mail. If you reply to a ticket notification in your e-mail program, Projektron BCS imports your comment and assigns it to the appropriate ticket. In addition, attached files are stored directly in the file storage and displayed either in the master data or directly on the respective ticket comment.
Document communication history, record knowledge, work efficiently
Whether questions, suggestions, errors or enhancement requests: customer queries and solutions are centrally documented in the Projektron BCS ticket system. You can use this stored knowledge systematically to solve new tickets and to create FAQ entries or a knowledge database.
You can display tickets with similar requests directly on the current ticket. You can quickly find duplicates and related tickets of a similar type and link them if necessary. Projektron BCS also offers you the option of marking comments as relevant to the solution. The green marking allows your colleagues to immediately recognize which ticket comments contain useful information.
f you manage frequently asked questions in the FAQ section of Projektron BCS, you can generate new FAQs from solution-relevant ticket comments in no time at all. Your customer service employees will then have the proven answer to many questions immediately to hand.
Time recording directly on the ticket and invoicing
You and your helpdesk staff can record the required processing times directly on the ticket. You can then invoice your customers directly for the recorded time and the resulting costs for your efforts, for example with the partial automation in the Projektron BCS invoice generator.
Ticket system with keyword system
You get a better overview of your tickets thanks to the integrated function for linking related tickets or duplicates and assigning them to predefined keywords.
If a ticket needs to be found quickly in the software, a powerful search and filter function helps, in which you can combine the full-text search with numerous other search parameters. These search settings can be conveniently saved as default settings if you perform certain search processes frequently.
Ticket evaluations - put to the test
In a dynamic on-board view, ticket evaluations can be compiled individually and according to your needs. Display evaluations across many different dimensions in the form of pie charts and bar charts and carry out an in-depth analysis of all the key figures that are relevant to you. This allows you to maintain an overview and quickly obtain the information you need.
You can also save all charts as scalable SVG graphics and reuse them in other applications. You can also easily integrate the evaluations into reports.
Ticket evaluations for customers
Are you an account manager and would like to enable your customer to independently view external ticket evaluations of their tickets in BCS? The "Ticket evaluations" view allows a customer to view the data for their projects. This means that only those tickets are evaluated that come from WBS elements for which the customer has a customer assignment. Data from other projects is not displayed. The view can be called up with the customer license.
Ticket system in Projektron BCS - your advantages at a glance
Help desk ticket system: centralized customer communication
Support portal: Guarantee service quality thanks to transparent service and response times
Customer login for simple request creation
Internal tickets for change requests, internal services and much more
E-mail notification with ticket comment function
Simple ticket assignment thanks to assignment of ticket type and priority
Ticket creation with just a few clicks, also directly in the Kanban board
Time recording of processing times directly on the ticket and simple invoicing
Can be linked with Scrum elements: Customer ticket becomes user story
Individual and needs-based ticket evaluations in tables and diagrams
Keyword system, search and filter function and linking option
Convince yourself of the ticket system tool in Projektron BCS and the functions that can be linked to it. Start your non-binding free trial now.
