ConVox by Deepija Telecom
Smart Ticketing
Management
System
One platform to capture, route, resolve, and analyze every customer issue — across every channel.
-WHY CONVOX TMS
Built for
Modern Support Teams
Three pillars that transform how your team handles customer issues — from first contact to final resolution.
Omnichannel Accessibility
Customers create tickets via Web Portal, Voice Bot, WhatsApp, Chatbot, Mobile App, and Email — all in one unified inbox.
Automated Workflows
Priority and risk-based routing delegates tickets to the right team automatically with configurable, rule-based workflows.
Real-Time Analytics
Live dashboards visualize ticket status and agent performance — enabling data-driven decisions and improving efficiency.
-Ticket Lifecycle
From
Creation to Resolution
Every ticket follows a structured 7-step journey — ensuring nothing slips through the cracks.
-Ticket Generation
6 Ways to
Create a Ticket
Meet customers exactly where they are — no friction, no dropped requests.
Call / IVR
Dedicated support line
Auto-converted to ticket
Chatbot
Website pre-defined bot
Official business number
Social Media
DMs auto-monitored
Call / IVR
Dedicated support line
-Smart Routing
Intelligent
Ticket Assignment
The right ticket reaches the right person every time — automatically.
Priority Routing
Critical tickets jump the queue automatically
High-Value Customers
VIP accounts routed to dedicated agents
Team Assignment
Technical, billing, or sales — auto-matched
Agent Workload
Balanced by availability and expertise
-Ticket Management
Full
Lifecycle Control
Every stage of a ticket’s journey is trackable, auditable, and actionable.
Update
Edit ticket details to keep information accurate at all times.
Merge
Combine duplicates into a single ticket automatically.
Transfer
Move tickets to another team or agent when needed.
Notify
Agents add notes and keep users informed on progress.
-SLA Management
Ticket
Escalation
Smart escalation paths ensure no ticket lingers. Admins configure SLAs by ticket type and priority.
Time-Based
Auto-escalates when ticket exceeds the defined SLA timeframe
Priority-Based
High-priority tickets flagged for immediate senior-level attention
Manual Escalation
Complex issues forwarded to specialist teams by agent action
-Closure & Continuity
Close Smart.
Reopen Seamlessly.
-Data-Driven Decisions
Powerful
Analytics & Reporting
The right ticket reaches the right person every time — automatically.
Performance Metrics Dashboard
Real-time ticket volumes, resolution rates, and team KPIs.
Ticket Volume & Trend Analysis
Track patterns over time to forecast demand proactively.
Agent Performance Scorecards
Measure individual efficiency, CSAT, and FCR rates.
Demographics & Geography
Know who your customers are and where they come from.
SLA Compliance Reportd
Monitor SLA adherence and get alerted before a breach.
Escalation Analysis
Identify hotspots and reduce escalation rates over time.
Top Ticket Category Report
Discover most common issues to prioritize product fixes.
Customer Satisfaction Analysis
Post-resolution CSAT trends for continuous CX improvement.
-Best Practices
Strategies for
Effective Management
Built-in frameworks to help your team resolve tickets faster and continuously improve.
Prioritize
Use a priority matrix to ensure critical issues always get addressed first.
Communicate
Keep users informed at every stage, reducing follow-up inquiries.
Analyze
Root cause analysis to identify recurring issues and resolve proactively.
Integrate
Seamless integration with your existing CRM, telephony, and tools.
Review
Regular reviews of resolution metrics drive continuous improvement.
Feedback Loop
Structured feedback post-resolution gathers actionable insights.
-Customer Communication
5 Channels for Status Updates
Keep customers informed at every step using their preferred channel.
Direct updates and resolution confirmations.
Live Chat
Real-time two-way communication during resolution.
Self-Service Portal
Track and manage tickets 24/7 online
SMS
Instant alerts for urgent updates and SLA breaches.
Voice Calls
Dedicated hotline for escalated ticket discussions.
Ready to Transform Support?
Start Resolving Tickets
60% Faster
Join businesses that trust ConVox TMS for faster resolutions, happier customers, and smarter operations.