Management of
Attention and Tickets

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with Milvus Features

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Management of Attention
and Tickets

Optimize Ticket Management with Milvus from Beginning to End.

Recording of Worked Hours and Billed Hours

Customer Satisfaction Survey (NPS)

Access Segmentation and Team Visions

Did you know that Milvus can be your solution in the complete process of a ticket, from creation to resolution? We offer a variety of solutions and functionalities designed to improve your team's attention at all stages. Explore the advantages:

Task Management

The Task Management feature is an essential tool for organization and efficiency in ticket management. With Task Management, you can assign specific tasks to team members, ensuring better control of responsibilities and avoiding execution failures.

Furthermore, it's possible to track the status of each task, from creation to conclusion, keeping all team members informed about the progress.

Apontamento de Horas Trabalhadas e horas Faturadas

Time Tracking of Worked
and Billable Hours

At Milvus, it's possible to precisely record the hours worked and the hours that will be billed on a ticket. This is especially important when there is a minimum number of hours required for ticket servicing. With this distinction, it is possible to understand exactly how much time was spent solving the ticket and how many hours will be charged to the client.

This functionality makes the billing process more flexible, without compromising the productivity reports of the operators.

Automation and Triggers

Automate processes using customized automation and triggers. With the ability to define specific conditions, you can let Milvus execute activities automatically, saving your time and effort.

Through the creation of custom triggers, you have total control. Determine the criteria to activate a trigger, from specific events to specified actions. For example, you can set a trigger to switch desks (N1, N2, N3, etc.) when an SLA is exceeded.

Once a trigger is activated, the system will perform the predefined activities, without the need for manual intervention. This allows you to create efficient workflows and eliminate repetitive tasks.

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your customer support?

Try it for free now or schedule a demo with our experts!

Click here for a free trial

You’ll have unlimited access to the platform
without providing your credit card information

Click here to schedule a meeting

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Chat GPT

You raise the bar of your support services, reaching a new level of excellence. Enhance your team's productivity and provide authentic, fast, effective, and personalized support.

Communication comes to life with details and end-to-end personalization. Explore the moments when this integration simplifies the life of your support and attention team.

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Integrated Knowledge Base

With the Integrated Knowledge Base, we can further optimize our time and resources, providing a better customer experience and increasing our productivity.

When responding to a ticket, we can add the response to the knowledge base, so that it is available for future queries. This is especially useful when the same problem occurs repeatedly, as we can retrieve the response and apply it immediately, without the need for additional searches.

In addition, the integrated knowledge base allows us to share information with the entire team, ensuring that everyone has access to the latest and most efficient solutions. This promotes collaboration and prevents the duplication of efforts.

Customizable Fields

It is possible to customize the information in the tickets according to the specific needs of the company. This allows support teams to capture relevant and pertinent data to their internal processes, making it easier to triage, classify, and analyze the tickets.

Service Catalog

Create a catalog of services offered by your company and automate their inclusion in contracts with predefined prices.

Ticket Review

To ensure the quality of activities completed within work tickets, it is essential to implement a review process that allows another team member to validate the work done. This practice is crucial to avoid failures, maintain consistency, and ensure that all tasks are completed according to established requirements.

The ticket review is a crucial stage in the workflow, enabling an impartial and objective review of the work done. This way, it is possible to identify issues, correct errors, and assist in the team's continuous learning.

When implementing a ticket review process, it is important to establish a clear and transparent flow. This means defining who will be responsible for the review, what the deadline for analysis will be, and what criteria will be evaluated.

Approval Management

Improve your approval management with efficient workflows, be it for internal or external approvals. Now you can allow your customers to approve only the tickets relevant to them, while internally managing the support approval. This way, you optimize your time and ensure a more agile and organized process.

Ready to transform
your customer support?

Try it for free now or schedule a demo with our experts!

Click here for a free trial

You’ll have unlimited access to the platform
without providing your credit card information

Click here to schedule a meeting

Talk to one of our experts

Deadline Management (SLA)

Deadline Management Dashboard (SLA) - Milvus

Deadline management is crucial to ensure customer satisfaction and the fulfillment of established agreements. To facilitate this process, it's possible to configure SLAs (Service Level Agreements) based on ticket categories.

By categorizing tickets according to the nature of the problem or request, the responsible team can set specific deadlines for each type of case. This way, it's possible to ensure that each ticket is handled according to its priority and demand.

With the configuration of SLAs, the team will have greater visibility of the established deadlines for each ticket and can efficiently organize to meet them. Moreover, customers will also be informed about the expected response time for each ticket category, increasing transparency and trust in the service.

Customer Satisfaction Survey (NPS)

An effective way to assess the quality of the services your company offers is to request satisfaction surveys at the end of the service. This practice helps in maintaining a high NPS (Net Promoter Score), a metric that measures how much your customers are satisfied and likely to recommend your company to potential clients.

The satisfaction survey is a powerful tool that allows identifying strengths and weaknesses in your services. By collecting feedback from your customers, you can understand their expectations and, thus, continuously improve your services to serve them better.

By keeping the NPS high and constantly seeking to improve your services, you are building a positive reputation and increasing the chances of customer loyalty. In addition, the satisfaction survey helps identify specific problems and take corrective actions quickly and efficiently.