The solutions you need to serve more,
with speed and high quality
Support and Ticket Management
The key solutions your team — from agents to managers — needs to boost productivity and reduce costs, all in a single platform. Say goodbye to manual processes, rework, long wait times, missed deadlines, and lack of team visibility.
Explore some of our features designed to enhance your team's support experience from ticket creation to resolution.
Task Management
Time Tracking and Billable Hours
Automation and Triggers
Chat GPT
Integrated Knowledge Base
Custom Fields
Service Catalog
Ticket Review
Approval Management
SLA Management
Satisfaction Survey
Reports and Dashboards
Access and View Segmentation by Teams
Follow Clients and Tickets
Response Templates
Task Management
Task management is an essential tool for organization and efficiency in ticket handling. With Task Management, you can assign specific tasks to team members, ensuring better accountability and reducing execution errors.
Additionally, it allows you to track the status of each task from creation to completion, keeping all team members informed about progress.
Time Tracking and Billable Hours
In Milvus, you can accurately log both the hours worked and the billable hours for a ticket. This is especially relevant when there is a minimum time requirement for handling a ticket. With this distinction, you can clearly understand how much time was spent resolving the ticket and how many hours will be billed to the client.
This feature brings flexibility to the billing process without compromising operator productivity reports.
Automation and Triggers
Automate your processes using custom automation and triggers.
With the ability to set specific conditions, Milvus can perform tasks automatically, saving you time and effort.
By creating custom triggers, you gain full control. Define the criteria to activate a trigger, from specific events to predefined actions. For example, you can set a trigger to change the work queue (Level 1, Level 2, Level 3, etc.) when an SLA is breached.
Once a trigger is activated, the system executes the predefined actions without manual intervention. This allows you to build efficient workflows and eliminate repetitive tasks.
Maximize productivity with
AI-enhanced support
Expand your support limits and reach a new level of excellence. Boost your team’s productivity and deliver authentic, fast, efficient, and personalized support.
Communication comes alive with end-to-end detail and personalization. Discover how this integration simplifies the life of your support and service team.
Integrated Knowledge Base
Custom Fields
It is possible to customize the information in tickets according to the specific needs of the company. This allows support teams to capture relevant and pertinent data for their processes, making ticket triage, classification, and analysis easier.
Service Catalog
Create service catalogs offered by your company and automate their inclusion in contracts with predefined prices.
Ticket Review
To ensure the quality of completed activities within work tickets, it is essential to implement a review process that allows another team member to validate the completed work. This practice is fundamental to prevent errors, maintain consistency, and ensure all tasks are completed according to established requirements.
Ticket review is a crucial step in the workflow, enabling an impartial and objective assessment of the work performed. This way, issues can be identified, errors corrected, and continuous team learning supported.
When implementing a ticket review process, it is important to establish a clear and transparent workflow. This means defining who will be responsible for the review, the deadline for analysis, and the evaluation criteria.
Approval Management
Improve your approval management with efficient workflows, whether for internal or external approvals. Now you can allow your clients to approve only the tickets relevant to them while managing support approval internally. This way, you optimize your time and ensure a faster, more organized process.
Satisfaction Survey
An effective way for managers and team leaders to assess the quality of services provided is through satisfaction surveys at the end of each service. After a ticket is closed, the system sends an email to the user, who can rate the service received on a scale of 1 to 5 stars.
Satisfaction surveys are a valuable tool to identify strengths and opportunities for improvement in the services offered. Collecting customer feedback helps understand their expectations and continuously enhance the experience provided.
By regularly monitoring these evaluations and implementing improvements based on the responses, your company strengthens service quality, promotes customer satisfaction, and increases loyalty chances.
Reports and Dashboards
Access detailed reports and dashboards to monitor performance and
identify areas for improvement.
Reports and Views
You create and customize your own reports, simplifying your daily overview!
Check out the predefined templates:
Hours Worked per Day
Hours Worked per Month
Hours Worked Summary
Hours Worked Detailed
Tickets Opened by Hour of Day
Tickets Opened by Day of Week
Ticket Interactions Summary
Ticket Interactions Detailed
Tickets Opened per Day
Tickets Opened per Month
Client Summary
Client Detailed
Category
User
Team
Desk
Source
SLA First Response
SLA Resolution
SLA Summary
SLA Detailed
Customer Rating
Inventory and Productivity
Tickets by Device
Device by Client Summary
Device by Client Detailed
Installed Software
Remote Access
Productivity Report
Follow Clients and Tickets
Assign users to “follow” tickets and receive real-time notifications about their status and updates.
Response Templates
Set up response templates to speed up communication with clients or use our AI feature to get effective and fast replies.