Trusted by 8,500+ businesses globally
Centralized ticket management for seamless operations
Salesmate’s ticket management software helps you stay organized by consolidating all customer inquiries into one unified platform. This ensures that no ticket is lost or overlooked, and every issue is tracked and resolved efficiently.
-
Centralized system: Automatically create and track customer tickets from different channels like email, chat, and social media.
-
Ticket prioritization: Use the internal ticket pipeline to manage ticket escalation and ensure that high-priority issues are quickly escalated to the right teams.
-
Systematic tracking: Keep track of ticket statuses, add internal notes, and monitor progress until resolution.
Never miss a deadline with SLA management
Ensure timely and accountable customer support with Salesmate’s SLA management, helping you meet response and resolution deadlines while maintaining high service standards and building customer trust.
- Easy configuration: Define and automate SLA policies for various customer segments and ticket types with minimal setup.
- Priority-Based actions: Set urgency levels to ensure critical issues are handled first and escalate tickets automatically if deadlines are at risk
- Enforce timelines: Establish clear response, resolution, and escalation deadlines to keep your team on track.
- Breach notifications: Get instant alerts when an SLA breach is imminent or occurs, ensuring quick action and accountability.
![Empower customers to find answers with a self-service portal [Upcoming]](/mm-images/empower-customers-to-find-answers-with-a-self-service-portal-upcoming-2x-ax362bgv.webp?width=620 "Empower customers to find answers with a self-service portal [Upcoming]")
Empower customers to find answers with a self-service portal [Upcoming]
Reduce ticket volume and improve customer satisfaction by offering a self-service portal. Salesmate’s Knowledge Base makes it easy for customers to find answers on their own, empowering them to resolve common issues without needing to contact support.
- Create a self-service library: Publish FAQs, how-to guides, product documentation, and troubleshooting articles to help customers solve issues independently.
- Organize content: Categorize and structure your articles for easy navigation, ensuring customers can quickly find the information they need.
- Search-Optimized access: Provide a powerful search function so customers can instantly locate relevant content.
- Brand customization: Match the Knowledge Base to your brand’s look and feel, offering a consistent, professional self-help experience.
![Boost efficiency with AI-Powered support [Upcoming]](/mm-images/boost-efficiency-with-ai-powered-support-upcoming-2x-zcpuufhe.webp?width=620 "Boost efficiency with AI-Powered support [Upcoming]")
Boost efficiency with AI-Powered support [Upcoming]
Salesmate’s AI Co-Pilot and Auto-Pilot Agents streamline ticket management by automating repetitive queries and surfacing knowledge instantly, allowing your support team to focus on more complex issues.
- AI Co-Pilot: Automatically pull accurate answers from your knowledge base, saving time and ensuring consistent, reliable responses.
- AI Auto-Pilot agents: Provide 24/7 automated customer service, handle routine conversations, and improve workflow efficiency with intelligent chatbots.
- Enhanced support: Free up your team to handle more personalized support by automating common inquiries and ticket management tasks.
Real-Time collaboration for faster ticket resolution
Salesmate’s ticketing system ensures that your support team can collaborate effectively. Agents can add internal notes, comment on tickets, and share insights to resolve issues faster and deliver better customer service.
- Collaborative workspace: Enable team members to work together on the same tickets by adding comments, notes, and updates in real-time.
- Progress tracking: Monitor the status of tickets to ensure that all team members are aligned and that tickets are resolved promptly.
- Information sharing: Ensure that every agent has access to the most up-to-date information, improving ticket resolution efficiency.
Optimize customer support with data insights
Salesmate’s reporting and analytics tools provide valuable insights into your ticket management performance. Track key metrics like ticket volume, resolution time, and customer satisfaction to identify areas for improvement.
- Track key metrics: Monitor ticket volume, response time, and resolution time to assess team performance and customer service quality.
- Customer feedback: Collect feedback from customers after ticket resolution to identify pain points and areas for improvement.
- Data-Driven decisions: Use insights from reports to make informed decisions on how to improve your support processes.
Smartflows for Increased Efficiency
Salesmate’s Smartflows help your team stay focused on solving complex issues by automating routine tasks like ticket acknowledgment, routing, and follow-ups. This boosts team productivity and enhances your overall service delivery.
- Ticket assignment automation: Automatically assign tickets to the appropriate team members based on predefined rules.
- Reminder alerts: Set up automated follow-up reminders to ensure timely responses and prevent tickets from being overlooked.
- Custom workflow automation: Create and automate custom workflows for ticket handling, ensuring that tickets are routed and followed up on based on issue type or customer priority.
Top rated across all platforms
Customers have rated us the best compared to any other software across review platforms like G2, Gartner, TrustRadius.
Got questions? Find answers!
How does Salesmate help streamline ticket management?
Salesmate’s ticket management system centralizes all customer inquiries into a single platform, enabling your support team to track, assign, and resolve tickets efficiently. By automating ticket routing, categorization, and follow-ups, Salesmate ensures that no ticket goes unnoticed, reducing manual effort and accelerating response times.
How does Salesmate prioritize tickets?
Salesmate allows you to assign priority levels to tickets based on urgency and impact. High-priority tickets, such as those related to critical issues or important customers, are flagged and routed for immediate attention, ensuring your team addresses the most pressing issues first, improving customer satisfaction.
Can I collaborate with my team on a ticket in Salesmate?
Yes, Salesmate’s ticketing system allows team members to collaborate on the same ticket in real-time. Agents can add internal notes, tag colleagues, and share updates, ensuring that everyone involved has the latest information and can work together to resolve issues quickly and efficiently.
How can I track the status of a ticket in Salesmate?
Salesmate provides an intuitive, visual ticket board that lets you instantly track tickets as they move through various stages—such as Open, Assigned, In Progress, Resolved—or any customized stages tailored specifically to match your team's unique workflow, keeping everyone informed and ensuring timely resolution of customer issues.
Can I set automated reminders for follow-up on tickets?
Yes, Salesmate allows you to set up automated reminders for follow-up actions on tickets. This ensures that your team stays on top of open tickets, providing timely updates and responses to customers, and reducing the chance of unresolved issues or missed follow-ups.
Does Salesmate offer reporting and analytics for ticket management?
Yes, Salesmate offers detailed reporting and analytics on ticket management. You can track key metrics such as ticket volume, response time, resolution time, and customer satisfaction. These insights help you identify areas for improvement, optimize team performance, and refine your support strategies.
How can I reduce ticket volume using Salesmate?
Salesmate’s Knowledge Base feature (coming soon) allows customers to access self-help resources such as FAQs, how-to guides, and troubleshooting articles. By empowering customers to resolve common issues independently, you can reduce the number of tickets your team needs to handle, allowing them to focus on more complex cases.