Features
Custom service workflow
The ticket journey designed the way your operation actually handles it.
Custom service workflow
Support is rarely linear. There is the case that goes back a step, the one that needs approval, the one waiting on a part. Generic tools treat everything as open or closed — and the middle ends up as loose messages in a chat app.
What usually goes in
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Your own stages and transitions
The phases of your service process, with rules for who can move what and what is required before advancing.
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Queues by skill
The ticket reaches whoever can solve it, with priority calculated by the company’s criteria — not just arrival order.
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Tracked response times
Time to respond and time to resolve measured per stage, with a warning before the breach instead of a report afterwards.
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Context attached
Whoever handles the case sees the customer history, the order in question and what has already been tried — without switching systems.
How Nivrix builds it
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Designing the flow together
The stage map is built with the people who handle tickets, including the detours nobody documents but everyone uses.
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Automation where it saves a click
Assignment, notification and stage changes automated at the points where the rule is unambiguous.
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Measured from day one
The flow ships already measuring, because improving support without numbers is guesswork.
Works well with
Questions about this module
Does it replace our ticketing tool?
It can replace it or live beside it. When the current tool handles the channel well and falls short on the internal process, integrating usually beats replacing.
Does it work for internal support?
Yes. IT tickets, purchase requests and internal approvals use the same structure of stages, queues and deadlines.
Let us understand your operation.
Take the assessment or see how we work. No strings attached.