"Service requests" refer to inquiries or issues from customers or users regarding a product or service that require assistance, support, or solutions.
Typical features of software in the "service requests" area include:
Request capture: The software allows customers or users to submit their requests through various channels such as email, phone, web forms, or social media and captures them centrally.
Ticketing system: The software manages service requests in the form of tickets, with each issue assigned a unique ticket that can be tracked, prioritized, and processed.
Automation: The software provides automation features for handling service requests, such as automatic assignment of tickets to specific agents, creation of automated responses, or escalation of complex requests.
Ticket tracking and management: The software enables tracking the status and history of service requests, including notes, updates, and comments, to ensure effective handling.
Reporting and analysis: The software provides reports and analyses on service requests to gain insights into trends, processing times, customer satisfaction, and other relevant metrics to improve service quality.