Omnichannel Ticketing

Attain exceptional support by leveraging insights from previous interactions and generating reliable responses for agents.
Optimize your support process by automatically handling the majority of repetitive queries through our intelligent assistant.
Empower your agents with accurate and trustworthy information, enabling them to promptly resolve customer issues.
Maximize your support agents' potential by transforming them into effective sales representatives through our platform.
Gather support tickets from various channels and consolidate them into a unified interface, ensuring organizational efficiency and faster response times for agents.
Consolidate all customer emails into a user-friendly interface within your ticketing platform, facilitating quicker and more convenient responses.
Convert live chats into detailed tickets when necessary to provide comprehensive attention to the issues at hand.
Implement a customizable web form widget on your website that seamlessly converts into support tickets within your ticketing platform.
Enhance customer conversion rates with prompt agent availability, reducing the time it takes to assist and engage potential buyers.
Easily handle various communication channels, including email, live chat, SMS, phone calls, Facebook, Instagram, and reviews, from a single unified inbox.

Ticket Assignment

Simplify your ticket routing system with our Helpdesk platform. With the implementation of assignment rules, manual ticket assignment becomes a thing of the past. Experience the convenience of instant and accurate ticket allocation to the right department and agent with our advanced automation features. This not only relieves managers from the burden of assigning tickets manually but also enables them to effectively prioritize important tasks.

Utilize an automated system to efficiently channel customers to the designated department and agent, simplifying the overall procedure.
Promptly allocate high-priority tickets to the suitable agents to enhance customer loyalty.
Enable agents to concentrate on their allocated duties, minimizing the possibility of neglecting crucial tickets.
Equip managers with the capability to monitor ticket progress, pinpoint bottlenecks, and make well-informed decisions.

Intuitive Visualization

Experience a new level of simplicity and efficiency with our intuitive ticket view. No more complex and overwhelming interfaces just a clean and user-friendly design that highlights all the right details. With our powerful filtering options, you can effortlessly organize your tickets based on urgency, priority, customer type, or ticket status. Our intelligent feature automatically moves the tickets to their respective columns, ensuring that your team can easily prioritize their work. With our intuitive ticket view, your team can focus on what truly matters, while seamlessly managing their workload.

Display ticket details in a concise and well-structured format, allowing your team to direct their attention towards essential tasks.
Seamlessly organize and group your tickets according to personalized requirements, whether it is based on urgency, priority, customer category, or ticket status.
Facilitate effortless prioritization of tasks for your team, ensuring timely resolution of high-priority tickets.
Enhance visibility by enabling a quick overview, eliminating the need to navigate through multiple screens or search for pertinent information.

Workflows and SLAs

Elevate your customer support capabilities with our cutting-edge ticket management platform. Empowering you with the flexibility to set Service Level Agreements, you can effectively assign priority to tickets that require immediate attention—all while ensuring none of the queries slip through the cracks. Moreover, our platform's workflow automations enable seamless execution of predefined actions whenever an incoming ticket meets specific conditions. Simplify your support operations and optimize productivity with our feature-packed solution.

Provide quick and efficient support to improve customer satisfaction and cultivate long-term loyalty.
Define specific timeframes for addressing and resolving different ticket priorities, ensuring customers receive timely assistance.
Optimize resource allocation by prioritizing urgent tickets and maximizing workforce efficiency.
Incorporate performance metrics and benchmarks to analyse and improve support operations effectively.

Multi-brand Ticketing

Enhance your customer service strategy with our innovative ticketing solution. No matter how many brands are parts of your organization, now you have the ability to seamlessly create and manage unique ticketing channels for each one. Whether it's building comprehensive knowledge bases brimming with helpful articles, organizing detailed FAQs, or establishing thriving communities, our platform equips you with the tools to curate distinct experiences for each brand. All this, while effortlessly accessing and managing all your tickets from a centralized interface.

Enable your team to provide outstanding support experiences and guarantee a smooth brand journey for your customers.
Achieve a uninterrupted customer experience, eradicating the necessity for customers to navigate between multiple support systems.
Facilitate businesses in effectively assigning support agents, overseeing performance, and maintaining uniform service quality across all brands.
Assure that customers consistently receive an integrated and uniform brand experience, irrespective of the brand they interact with.

Dashboard and Analytics

Transform the way you manage your business operations with our intuitive Dashboard and Analytics feature. This cutting-edge functionality provides a consolidated view of critical metrics, including ticket traffic, customer happiness ratings, and the most threaded tickets. In addition, our customer ticketing system enables managers to create customized reports, facilitating effective monitoring of team performance. Stay one step ahead by leveraging this tool to identify any downward trends in metrics promptly and take proactive measures to maintain high-quality customer support.

Acquire comprehensive understanding of your customers' satisfaction levels regarding your support services.
Determine the most critical support tickets to prioritize efforts and allocate resources effectively.
Initiate proactive measures to resolve underlying issues and uphold top-notch customer support.
Recognize potential opportunities, enhance processes, and navigate your business towards triumphant outcomes.

AI Assistant

Level up your support team's effectiveness with our AI Assistant, incorporating the robust GPT-4 technology. Trustworthy and precise, our AI learns from every interaction, ensuring your agents have access to the most up-to-date information to provide top-notch assistance. Experience the seamless blend of human expertise and AI intelligence as your team uses contextual AI to address customer needs effortlessly. Drive customer satisfaction to new heights and elevate your brand's reputation for outstanding support with our thoughtfully crafted AI solution.

Receive real-time notifications whenever any abnormal activity is detected in your ticket stream.
Utilize skilled agents who can provide appropriate solutions sourced from the Knowledge Base to effectively address ticket inquiries.
Determine essential elements of a ticket and categorize them by adding relevant tags.
Enhance your team's performance with contextual AI and elevate the efficiency of your exceptional support team through meticulously designed artificial intelligence capabilities.

Our implementation strategy is designed to ensure that your business operations undergo a swift and seamless transformation, resulting in faster time to value. Our experienced consultants utilize a structured approach that combines extensive industry knowledge with the latest implementation techniques. This enables you to expedite the deployment of our powerful solution and experience a rapid return on investment.

Through our streamlined process, you can optimize productivity and streamline business processes with minimal disruption. We have consolidated the expertise gained from global deployments into a set of leading practices, providing a clear path to success and delivering rapid business value.

With Nirmalya, you can confidently expect to go live within a predictable timeframe through smart, stepped implementations.

Nirmalya offers its services to companies of all sizes, including startups, fast-growing businesses, medium-sized enterprises, large corporations, and non-profit organizations. We assist these companies in streamlining their operational capabilities without the need for significant capital and operational expenditures. By eliminating the burden of maintaining an Enterprise Resource Planning system, which typically involves investments in manpower, hardware, and software, we help companies focus on their core activities.

Our collaboration with companies involves an initial setup fee for implementation, followed by an annual license fee based on the modules chosen by the customer for implementation. As businesses expand, customers have the flexibility to incorporate new modules as needed.