Cancer Research UK: one moderation queue, and flagged posts answered twice as fast
4 Roads built Cancer Research UK's moderation on the 4 Roads Ticketing Application: flagged posts answered twice as fast, and 30% fewer left unresolved.
Verint Community marketplace
Ticketing Application
Structured, trackable support, inside Verint Community.
What it does
The Ticketing Application adds ticket management to Verint Community. Members raise issues, ask questions and request support from inside the community, and moderators, administrators or support teams answer them from one dashboard.
Tickets can be public, so an answer helps everyone who has the same question, or private, for anything sensitive or about a member's own account. Workflows, priorities, states, visibility and team responsibilities are all configurable, so support follows your process rather than an inbox.
Key features
Public tickets
Questions answered in public by moderators or administrators, leaving answers the whole community can use.
Private tickets
Sensitive or account-specific enquiries, between the member and the right team.
Your own workflow
Ticket states that follow your process, from submission through triage and escalation to resolution.
One view of every ticket
Moderators, administrators and support teams see all tickets across the community, and what is outstanding.
Teams and owners
Tickets go to the right team or person, so someone is always responsible.
Priorities
Urgent and high-impact tickets first.
Canned responses
Consistent answers to common questions, quickly.
Private notes
Notes on a ticket, or on a member, that only your team sees.
Watching
Members and staff follow a ticket and hear when it changes.
Verint Groups
Ticketing that follows your community's groups, structure and permissions.
Why use it
- Support, moderation and community in one place, not scattered across inboxes and tools
- Answers in public that the next person with the question can find
- Clear ownership of every enquiry
- Less time spent tracking tickets by hand
Price
On application
Where it has been used
Nordic Semiconductor: one community for questions and tickets, public cases up from 56% to 63%
4 Roads moved Nordic Semiconductor's DevZone and its support tickets onto one Verint community in 3.5 months. Public cases rose from 56% to 63%.
Want it on your community?
We built it, and we can fit it to the way your community works.
Speak to Rob (we can't promise he won't be on his bike)
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