Smarter email and SMS management for busy contact centres.

Ticketing is the omni-channel solution for complex customer communications. Part of our cloud hosted, award-winning customer service platform, Ticketing allows you to consolidate all your customer communication channels into one robust, easy-to-use system. Ticketing is your shortcut to more engaged customers, staff and stakeholders.

How does Ticketing transform email and SMS management for contact centres?

  • Optimise the quality of your communications and delight customers Easily assign conversations based on experience, knowledge and capacity to ensure customers receive the best experience they can
  • Manage email volumes more efficiently Take advantage of automated processes that route your email and SMS more efficiently. Manage team tasks effortlessly and and use templates for communications consistency
  • First-class reporting and analytics Quickly measure customer satisfaction, agent and team efficiency and maximise your ROI

Ticketing - at a glance

Ticketing is an easy-to-use, cloud-based platform which provides a simple, consolidated solution for all your customer comms. With robust integrations for your Contact Centre Platform and a wide array of features designed to augment your workflows, Ticketing is the ultimate tool to enhance your customer experience, identify opportunities and maximise engagement.

Automated workflows

Predict, improve and augment all interactions. Instantly improve your productivity with carefully planned workflow rules to ensure conversations are always assigned to the most appropriate teams.

Templates and tagging

All the tools you need to confidently handle high volumes of email and SMS. Manage, prioritise and filter threads with intuitive keyword tagging and ensure response consistency with template-driven communications.

Better reporting

View real-time performance analytics and insights to gauge your team's efficiency and your customers satisfaction.

Ticketing - features in detail

Bring instant order to your inbox

Email and SMS are excellent communication channels for customers and contact centres alike, but without proper management, your comms can quickly get out of hand.

Ticketing has been designed from the ground up to enable busy contact centres to bring instant order to email communications and improvements to customer experience.

Automated Workflows

Manage your workforce capabilities and capacity better by setting up permissions and assigning conversations to the right person and role.

Using relevant keywords, administrators and supervisors can set-up filters that tag conversations and instantly route them to the most appropriate member of staff or even a whole team.

Complex conversations, kept simple

Our powerful tools enable managers to automatically convert ongoing conversations into a single thread, so resolved conversations are easily archived.

By assigning predefined categories and using keyword tagging, greater visibility and workflow management is achieved throughout your contact centre.

The Puzzel Principle

Our solutions all share some core features which we believe are essential to maximising agent engagement and customer experience.

Single, customisable intuitive user-interface and intelligent monitoring help deliver a first-class service.

Trusted by award-winning businesses

"Puzzel allowed us to have multiple users dealing with all incoming enquiries."

"These ranged from course enquiries, directions to the three campuses, to funding enquiries."

Declan Fallon, Glasgow Clyde College

luke sambridge

"It wouldn’t have been possible without Puzzel"

"Our resolution time decreased from five days to three. It wouldn’t have been possible if we didn’t have Puzzel’s omni-channel solution in place!"

Luke Sambridge, Head of Customer Strategy & Experience

Josh Kirkbride photo

"Makes life so much easier"

"Multi selecting out of adherence events is brilliant and a feature I hadn’t thought of but makes life so much easier."

Josh Kirkbride, Resource Planner at Simply Business

Figleaves logo

"We have been a delighted customer of Puzzel for over 10 years"

“With the continued R&D there is always something new to add to an already wide range of features ensuring that communicating with our customer remains seamless. With their great reporting facility, managing your staff, your customer contacts and your workload has never been easier. The support team are friendly and reliable with a real personal touch, ensuring that we have a cloud-based solution that is always up and running.”

Leigh Jansen, Head of Customer Care and Operations at Figleaves

FM24 logo

"Delivering world-class customer service"

"We were looking for a solution that combined the flexibility and scalability necessary to make changes and respond quickly to changing client requirements. Skills-based routing of calls was essential to delivering world-class customer service."

Sasha Memedovic, Head of Service Delivery at fm24

Try the product. Try the platform.

Book your free demo for Ticketing or take a look at the full Puzzel Customer Service Platform

Ticketing Package

Smarter SMS & email management capabilities, including:

  • Automated workflows
  • Templates and tagging
  • Better reporting
  • Flexible permissions

Puzzel Customer Service Platform

Maximise your contact centre efficiency with Puzzel Customer Service Platform.

  • Contact Centre
  • WFM
  • Ticketing
  • Live Share & Screen Share
  • Personalise your own solution using Marketplace
Puzzel Marketplace

All you need for seamless integration

Puzzel Marketplace offers out-of-the-box integrations and upgrades to enhance your customer service system, allowing your Puzzel customer service solution to grow with your business

Microsoft Dynamics 365
Salesforce Appexchange logo (Marketplace)

Frequently Asked Questions