Meridian's Cloud Based Ticketing Solution(CBTS) provides comprehensive platform for online support ticket logging , tracking and automated routing and tracking of the support process. The key features of this solutions are:

• Meridian CBTS provides your Support team with everything they need to provide personalized support. With the cloud based ticketing & support system , agents will be able to access all the details about every customer ticket from any location leading to quick resolution of support requests.The tem is always enabled to provide the best customer experiences.
• With Meridian CBTS workflow technology, automating routine task to improve your team's productivity is breeze.From assigning tickets to a particular agent , to creating preset response for frequently asked questions , to defining escalation rules if deadlines aren't met, CBTS makes it all very easy.
• Backed by in-built knowledge base, Meridian CBTS lets the support agent publish detailed solution articles and resources which customers can use to find important information about your product. This will also reduce their need to reach out to your support team every time.
• Meridian CBTS allows you to monitor your team’s progress seamlessly. Using comprehensive reports, you can identify problems faster, recognize good or bad performance, track customer satisfaction and monitor service standards.
• Capture relevant customer information - With Meridian’s customizable ticket forms, you can tweak the fields in a ticket to collect information from customers that will help you understand the issue better. You can add new fields or modify existing ones and ensure your ticket form collects all the relevant data required.
• Take advantage of an issue tracking system, so you get more visibility of your support team. 

Key Features:

• Agents can login with their provided credentials.
• Agents can create ticket directly for clients from our console and assign to the specific agent.
• Agents can add customer from the customer master page.
• Admin agents can see ticket report, transfer ticket, change ticket status, add remarks to another tech support and send email to customer with add CC feature.
• Sub-admin agents can transfer ticket, change ticket status, add remarks to another tech support and send email to customer with add CC feature.
• Trail of remarks is reflected on the ticket page.
• Trail of replies is reflected on the ticket page.
• Admin and sub-admin agents can see the ticket locking email from the customer too after selecting the ticket.
• After creating a ticket by admin/subadmin, a notification and email goes to the assigned admin, the customer and also Teams channel with the assigned person's name.
• After closing a ticket, the ticket gets moved to the closed tickets page from the open ticket page.