Ticketing Manager

Simplified ticket management

Easily create, manage, and resolve tickets, ensuring your organization addresses issues quickly and efficiently.

The Foci platform

This product is part of the Foci platform. Discover how our modular ecosystem can fulfill your needs.

SAP SuccessFactors integration

Data integration options

Use data from SAP SuccessFactors in your HR services organization setup

User interface integration options

Main menu
Take action and go to menu
Homepage

All features

Create a ticket (including attachements) directly from SAP SuccessFactors
Full overview, history and status of tickets
Select a category, priority and add tags while creating tickets
Ticketing chat to communicate with your (HR) agents
Receive notifications on the status of the tickets
Knowledge base as part of the content management in our Employee Experience Portal
Available in several languages
Manage tickets directly from SAP SuccessFactors
Overview of all tickets based on priority, category, status, etc.
Assign tickets based on different user groups dynamically
History of the conversations and attachments available for employees and support officers
Support for side conversations with colleagues to handle a ticket
Support for multiple levels of support using a tiers model (first line, second line)
Support for inter-department ticket handling (e.g., HR -> IT)
Using the message center to broadcast messages to involved parties, including email notifications
Fully integrated with the employee data from SAP SuccessFactors (define agents and agent groups based on SF data, direct link to the employee profile data, etc.)

Main features

Ticket generation

Quickly create tickets for any issue, allowing employees to submit concerns with essential details for effective prioritization, formatting and reducing manual work.

Chat within ticket

Streamline communication for ticket resolution with real-time updates, live chat with agents ensuring all parties are informed throughout the process.

Analytics

Enable administrators to monitor status, identify trends, and allocate resources effectively.

Ticket status

View all your tickets and its status, receive messages and updates from selected agent groups like HR and IT.

Ready to talk? Get in touch.