Ticketing and support software
Automate incident management and improve customer service with a private, customizable ticketing system and self-service portal.
The cost of not having a ticketing system
Without a professional ticketing system, organizations manage incidents and requests by email, WhatsApp or phone calls. The result: requests lost in inboxes, no traceability of who did what and when, no way to measure response times and a poor customer experience. A ticketing system centralizes all communications, assigns owners, prioritizes by urgency and lets you measure service quality. It is not an expense: it is an investment in operational efficiency and customer satisfaction.
Key features
Centralized ticket management
All incidents, requests and inquiries in one place, regardless of channel. Full history of every ticket with every interaction recorded.
Workflow automation
Define rules to automatically assign tickets by type, priority or department. Escalate long-unresolved incidents. Close resolved tickets after inactivity. Automation reduces management time and stops tickets from being forgotten.
Smart SLAs and priorities
Define service-level agreements with automatic alerts when a ticket is close to missing its deadline. Prioritize automatically by urgency and impact. Critical tickets never go unnoticed.
Granular access control
Configurable permissions by team, department and role. Each agent sees only their tickets. Customers see only their own. Full audit of every action.
Self-service customer portal
Your customers create, view and update tickets from a branded portal. They attach files, add comments and receive progress notifications. Reduces the load on your support team.
Quality reports and metrics
Dashboards with average response and resolution times, customer satisfaction and workload per agent. Identify bottlenecks and measure continuous improvement.
Use cases
IT support teams
Centralized management of technical incidents, service requests and changes. ITIL-ready flows: classification, prioritization, escalation and documented closure. Integrated knowledge base to reduce recurring tickets.
Customer service
Centralize inquiries, complaints, claims and suggestions. Every interaction is recorded with full traceability. The customer portal enables self-service and reduces your team’s load.
Internal departments
Manage requests across departments: HR, finance, legal, operations. Custom approval flows. Eliminate email as an improvised task manager.
Citizen services
For municipalities and administrations: centralize citizen requests, manage response deadlines and provide a tracking number. Meet response times required by regulations.
Tiquetum: privacy and full control
Unlike other ticketing solutions that host your data on third-party servers, Tiquetum can be installed on your own infrastructure. That ensures full privacy of your customers’ data and GDPR compliance. You decide where data is stored and who has access. Ideal for organizations handling sensitive information: law firms, public administrations, clinics and consultancies.
Ready to professionalize your support?