Submit
Raise a ticket with category, priority, subject and authorized contact context.
Service & Ticketing
Ticket Clarity. Queue Discipline. Faster Resolution.
Run support intake, agent queues, assignment, priorities, comments and resolution history from one Support Center.
IxpertOnCloud Service & Ticketing helps customers, agents and admins share the same ticket trail—with dashboards, reports, public solutions and a searchable knowledge base.
Support Tickets
Agent Queue
Assignment
Knowledge Base
Support Analytics
Assign
Route tickets into agent queues with clear ownership and status.
Collaborate
Reply with comments, update status and keep activity history complete.
Resolve & learn
Close the loop, publish solutions and grow the knowledge base.
Support Center
One Place for Customers, Agents and Support Admins
Service quality drops when tickets, replies, ownership and solutions live in chat threads and email. IxpertOnCloud Support Center keeps every request structured and searchable.
Customers submit and track My Tickets. Agents work My Queue. Admins assign across All Tickets, review public content and monitor dashboards and reports.
Ticket intake and detail
Structured Service Requests with Full Context
Submit a Support Ticket
Capture every request with enough context for first-response quality.
- Ticket number generated on create
- Issue category and screen / issue name
- Subject and rich description
- Priority: Low, Medium, High, Critical
- Company and branch context
- Authorized support contact (name, designation, mobile, email, Teams ID)
- Option to keep a ticket private
Ticket Detail & Communication
Keep conversation and status changes on the same ticket trail.
- Comments / reply thread with author and timestamp
- Activity history for status and assignment changes
- Connect to Support action from ticket detail
- Search across tickets, public solutions and knowledge base
Status Lifecycle
Move work through clear operational states.
- Open
- In Progress
- On Hold (with reason)
- Waiting for Customer
- Resolved
- Closed
Queue and ownership
Agent Workspaces and Admin Assignment
My Queue & Quick Actions
Give agents a focused queue of assigned active tickets.
- My Queue with active ticket count badge
- Quick Start Working from Open
- Waiting for Customer and Put On Hold
- Mark Resolved for open work
- Queue stats for on hold and waiting
Assignment & Filters
Admins control ownership across the full ticket board.
- All Tickets view with assign workflow
- Assigned To selection and Save Status
- Filter by status, priority, category and assigned agent
- Unassigned ticket KPI on the operations dashboard
- Team Members management for support agents and admins
In-App Support Entry Points
Raise support from the application shell with screen context.
- Open Support Center from the app shell
- Raise Ticket with generated ticket number
- Screen name and document number context
- Chat, call and share-screen support actions where configured
Self-service and reuse
Public Solutions and Knowledge Base
Public Solutions
Share resolved issues publicly so customers can find answers faster.
- Public solutions browse for customers
- Public review workflow for support admins
- Public-only filter on ticket lists
- Public approval tracking on tickets
Knowledge Base
Publish reusable guidance in the formats teams actually need.
- Searchable knowledge base articles
- Inline article content
- HTML document hosting
- Hosted video (MP4/WebM)
- External video (YouTube / Vimeo)
- Category and content-type organization
Support performance
Dashboards and Resolution Reports
Operations KPIs
Open, In Progress, On Hold, Waiting Customer, Resolved, Closed and Total ticket counts.
Priority Heat
Track tickets by priority and highlight Critical Open and High Open work.
Category Mix
See ticket volume by category for customers, agents and admins.
Agent Workload
Monitor assigned load and agent performance: assigned, resolved, closed and open.
Resolution Speed
Report average resolution hours for the selected date range.
Trend Visibility
Review monthly ticket trends and company-wise distribution.
Business outcomes
Why Teams Choose IxpertOnCloud Ticketing
Faster Intake
Structured tickets replace scattered emails and chat screenshots.
Clear Ownership
Assignment and My Queue keep every open issue with a responsible agent.
Priority Discipline
Critical and High work stays visible on dashboards and reports.
Complete History
Comments and activity history preserve the full resolution trail.
Self-Service Scale
Public solutions and knowledge base reduce repeat questions.
Operational Insight
Dashboards and reports show volume, workload and resolution performance.
See Support Queues and Resolution Working Together
Share your support roles, categories and response expectations—we will demonstrate a practical Service & Ticketing path.