Overview

Puzzel Case Management (Ticketing) is a robust cloud-based ticketing system designed to streamline written customer interactions across multiple channels—email, SMS, social, and API. It converts each incoming message into a ticket with a unique ID, then intelligently categorises, prioritises, and routes it to the most suitable agent or team based on skill and rules. As part of the broader Puzzel CX ecosystem, it integrates seamlessly with Contact Centre, Virtual Agents, and Workforce Management solutions, creating a unified platform for efficient, AI-enhanced customer service.

Features and Capabilities

• Omni‑channel ticket reception: Handles email, SMS, social, and API-originated requests.
• Automated ticket creation: Converts incoming messages into uniquely identified tickets.
• Skill-based routing & prioritisation: Assigns tickets to agents/teams based on expertise and priority.
• Tagging & categorisation: Enables deeper ticket insights through tagging and classification.
• Automated workflows & bulk actions: Automates routing, follow-ups, SLA targets, and high-volume processing.
• Agent dashboard: Offers dashboards for individual/team performance with ticket status, task lists, SLA adherence, and event feeds.
• Customer Hub portal (add-on): Gives customers a branded portal to view, update, and create tickets with real-time status.
• Flexible autoresponses and messaging: Triggers automatic replies, templates, and SMS/email campaigns.
• Reporting & analytics: Custom and scheduled reports, dashboards with SLA and volume metrics.
• Integrations & open API: Connects with Salesforce, Jira, and supports REST API for custom integrations.
• AI-enhanced prioritisation & drafting: Optionally auto-prioritises or drafts responses using AI.
• Enterprise-grade security: Hosted in EEA with AES‑256 encryption, multi-tenant scalability, 99.9% SLA.