Sysmo Tickets

Solution type: System for managing requests and customer support
Sector: Customer support, technical service, claims or request management

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What is Sysmo Tickets?

Sysmo Tickets helps manage requests, inquiries, and claims from customers, allowing full lifecycle tracking from creation to resolution, with a focus on traceability, operational efficiency, and service quality.

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User registration

Self-service registration with:

• Email
• Company name
• Tax ID (format validated)
• Name
• Phone number
• Password (with security validations)

Email verification is required to complete registration.

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Sign in

• Access via email and password
• Users can change their password at any time
• Admins can reset passwords on request

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Dashboard

Users can view:

• Requests created by me (for external/customer users)
• Requests assigned to me (for operators)
• Requests by my topics (operators segmented by topic areas)

All inboxes support advanced search and filtering.

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Create requests

Customers submit a form including:

• Topic (selected from system-defined topics)
• Subject
• Description
• Attachments

All operators assigned to the chosen topic can see the request, and the system notifies them by email.

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Request tracking

Possible states:

• New – not yet processed
• In progress – taken by an operator
• Closed – answered and completed

Key features:

• Email notifications for new replies
• Full interaction history (customer and operator)
• Add new messages and files at any time
• Internal comments visible only to operators

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Metrics and reports

Key indicators include:

• Resolved requests per user
• Average resolution time
• Requests received per day
• Requests closed per day
• Date range comparisons

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Benefits of Sysmo Tickets

• Automatic customer registration
• Topic-based segmentation
• Full case tracking
• Efficient email communication
• Accessible management reports
• Protected internal comments
• Simple, responsive interface