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Streamline Support, Strengthen Relationships

One Place to Manage All Customer Queries, Complaints & Conversations

Our Support Ticket System (STS) is a fully integrated helpdesk solution designed for businesses that prioritize customer satisfaction, internal efficiency, and accountability. Whether you’re supporting end-users, clients, vendors, or internal teams—STS helps you centralize communication, track issues, and resolve problems faster.

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Why You Need a Support Ticket System

Manual support through emails or spreadsheets is chaotic. Missed follow-ups, delayed responses, and lack of accountability can frustrate your users and hurt your brand. Our STS brings structure, speed, and visibility to your support processes.

Core Features of Our Software

Multi-Channel Ticket Creation

  • Tickets via Web Portal, Email, or API
  • Auto-ticket generation from contact forms
  • Categorize by department: Sales, Billing, Technical, HR, etc.
  • Ticket ID assigned automatically for tracking

Ticket Categories, Priorities & SLAs

  • Define ticket categories (Bug, Query, Feature Request, Complaint)
  • Set priority levels: Low, Medium, High, Urgent
  • Define response & resolution SLAs per priority
  • SLA tracking with visual indicators and alerts

Auto Assignment & Escalation

  • Assign tickets to agents based on department, skill, or availability
  • Set round-robin or load-balanced assignments
  • Auto-escalate unresolved tickets based on time or inactivity
  • SLA tracking with visual indicators and alerts

Internal Notes & Multi-Agent Collaboration

  • Add private notes visible only to internal teams
  • Transfer tickets across departments or agents
  • Tag team members for inputs using “@mentions”

Attachments & Screenshots

  • Users and agents can upload files, logs, screenshots, and documents
  • Drag-and-drop UI for quick uploads

Reports, Dashboards & Analytics

Make data-driven decisions with real-time reports and customizable dashboards. Monitor performance by team, track conversion rates, measure customer lifetime value, and identify bottlenecks in your sales process.

Multi-Channel Engagement

Interact with customers across channels — including email, social media, chat, and WhatsApp. Ensure consistent and professional communication regardless of the platform your customer prefers.

Customer Support Ticketing

Built-in support system to manage inquiries, complaints, or service requests efficiently. Assign tickets, track SLAs, and keep customers informed at every stage.

Custom Fields & Flexible Modules

Adapt the CRM to your business needs. Add custom fields, rename modules, or create entirely new workflows tailored to your business operations — no coding required.

Agent Dashboard

A clean, responsive dashboard for support teams:

  • Ticket filters: All, Open, Pending, Resolved, Closed

  • Search by ticket ID, name, subject, or email

  • See assigned tickets with timers and priority badges

  • View SLA compliance status and overdue alerts

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End-User Portal

A self-service interface for users to:

  • Create and track their tickets

  • View replies and upload files

  • Reopen or close resolved issues

  • Rate support quality and leave feedback

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ticket system
myubm

Reports & Insights

Stay on top of support metrics:

  • Tickets by status, department, agent, priority

  • Average first response time & resolution time

  • SLA compliance percentage

  • Customer satisfaction scores

  • Export reports to Excel/PDF or schedule via email

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Email Integration & Notifications

  • Auto-responders on ticket submission

  • Email notifications for updates, replies, escalations

  • Template-based email replies with dynamic fields

  • Custom domain SMTP support

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Let’s Talk Support Success

Empower your team to resolve issues faster, delight customers, and measure performance — all from one powerful dashboard.

👉 Book a Free Demo
📧 support@myubm.online

Reminders & Alerts

  • Get real-time notifications on dashboard, email, or SMS
  • Set reminders for pending tickets, escalations, follow-ups
  • Agents and admins notified about overdue issues

Tags, Filters & Search

  • Add custom tags (e.g., “bug”, “VIP”, “billing”, etc.)
  • Advanced filtering by date, agent, status, or category
  • Full-text search within ticket subjects and descriptions

Customer Feedback & Ratings

  • Users can rate each ticket resolution
  • Capture satisfaction levels (1–5 stars, emojis, or thumbs)
  • Use feedback to improve agent performance and service quality

Security & Access Control

  • Role-based permissions: Super Admin, Agent, Viewer, Guest
  • Only authorized users can access sensitive data
  • Logs and audit trail of agent activity
  • Captcha, rate-limiting, and spam protection

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