Overview

SurveySparrow Ticket Management is a comprehensive support and workflow solution designed to capture and transform feedback from various channels into actionable support tickets. It enables organizations to seamlessly manage customer and employee interactions originating from surveys, emails, chat, and social platforms. With an intuitive, centralized dashboard, the tool provides full visibility and control over each ticket’s lifecycle—empowering teams to collaborate, prioritize, and resolve issues efficiently. Key capabilities such as real-time tracking, automated notifications, SLA enforcement, and workflow automation ensure consistent service quality, faster resolution times, and improved customer satisfaction. The solution helps businesses close the feedback loop by turning responses into measurable outcomes while fostering team accountability and streamlined operations.

Features and Capabilities

• Auto-convert responses from surveys, emails, chat, and social channels into tickets
• Unified ticket dashboard to view, prioritize, filter, assign, and track all support tickets
• Flexible tagging options for priority, status, SLA compliance, and due dates
• Collaboration tools for teams: assign tickets, add private notes, and tag colleagues
• Automated email notifications for assignees and requestors at key ticket stages: assignment, response, overdue, or closure
• Customizable ticket fields to match unique workflows and support requirements
• Advanced workflow automation for rule-based ticket routing, escalation paths, and automated closure
• Shared inbox integration to consolidate multiple email threads into streamlined ticket views
• Support for global teams with timezone-aware settings and group-specific working hours
• Canned responses to ensure fast, consistent, and professional communication
• SLA customization to maintain service-level standards and accountability across the support process