We have recently incorporated a support ticket module into our Timenet system, specially created to respond to the needs of SMEs, in order to facilitate customer service, and facilitate the resolution of all incidents and queries that may be made, as well as being able to control and improve internal tasks.
This helpdesk system can be synchronized with email, so that all queries, requests for information, incidents, complaints, etc., enter directly into Timenet, and facilitate customer service through the ticket system.
Similarly, a query form can also be integrated into any website, making it easier for all the information that comes from it to go directly to the Timenet ticket module and, even, it can be assigned to a specific person to deal with each query.
Another advantage is that contacts from the agendas can be imported to allow tickets to be assigned to specific contacts, so that a history can be created that helps to know the history of each client, and thus be able to improve the customer service.
At the same time, clients can have access to a web page and see the status of their tickets, as well as all the information generated around their case.