Ticket system with knowledgebase

EcholoN as a classic ticketing solution for the collection and management of inquiries, error messages, requests for changes, etc. aids you - as a supporter or customer service representative - in the collection, processing and resolution of these requests.

 

For easy ticket management and structured processing, EcholoN provides you with a lightweight, fast-installed, tried and tested solution for recording, editing and solving tickets.

 

„Happiness of life is not about having few or no difficulties, but rather to overcome them victoriously and gloriously." Carl Hilty

 

 

  • A caller requires a direct approach, as well as a competent and "knowing" interlocutor on the phone.
  • Furthermore, he needs an immediate answer to his questions about a ticket, without unnecessary delay.
  • Requesters expect a summary of their request via e-mail, as well as an automatic update on further developments.
  • For requests via web form, the form recording his request should be kept simple. The requester then receives an overview of the processing status of all requests.

The ticket acquisition takes place via various channels

Reasons for the EcholoN Ticket System solution

Fast installation and productive at short notice

On average, the installation takes place within a day, thanks to…

On average, the installation takes place within a day, thanks to prefabricated packages. Individual adjustments are made directly during the installation. Subsequent training of employees enables them to work productively.

Relief of service and support staff

The EcholoN Ticket System bundles all requests for your department.…

The EcholoN Ticket System bundles all requests for your department. No missed or forgotten tickets. This ensures optimal use of IT support resources and increased productivity.

In addition, the system enables improved teamwork and communication within the service organizations.

Automatic recognition and immediate provision of data of the caller

Telephone inquirers can be recognized by the EcholoN Ticket System,…

Telephone inquirers can be recognized by the EcholoN Ticket System, thanks to the CTI connection. Without having to make a click, relevant information about the requestor is deposited in the incident. The processor has access to active tickets as well as the processing history of all tickets assigned. This enables immediate response to the caller’s questions. Likewise, the current call is easily documented.

Knowledgebase receives knowledge and increases the initial solution rate

The integrated knowledgebase enables you to find quick and easy…

The integrated knowledgebase enables you to find quick and easy solutions. Thus, answers can be given already on first contact. Once a ticket has been solved, it is closed and the solution is already available as knowledge (in the knowledgebase).

This knowledge in the EcholoN knowledgebase (unkempt and well-kept knowledge) enables you and your team to efficiently find solutions to common, recurring or even difficult problems.

Consistent data entry for reliable reports

The EcholoN ticket system communicates seamlessly with your…

The EcholoN ticket system communicates seamlessly with your existing systems, making it needless to cultivate duplicated data or get used to a new system. Interfaces to third-party systems (such as inventory, asset, contract and license management) fully support the processor. EcholoN automatically recognizes all assigned objects and helps to fill in by pre-assignment and automatic completion. In addition to saving time, this eliminates errors and provides you with reliable reports.

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