Axis Ticketing System

Axis: Optora's Comprehensive Ticketing System

In today’s fast-paced business environment, effective communication, task management, and time tracking are the cornerstones of any successful organization. To meet these needs, Optora has developed an in-house ticketing system called Axis, designed to streamline the process of handling customer requests, technician assignments, and time management. In this article, we will explore the current and future features of Axis, shedding light on how it can revolutionize your business operations.



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Receiving and Creating Customer Requests

Technician Assignment and Scheduling

Time Tracking

Contract Implementation and SLAs

Receiving and Creating Customer Requests

Axis simplifies the process of creating and receiving customer requests. With an intuitive interface, users can effortlessly log new requests and efficiently manage customer inquiries. This ensures that no customer concern goes unnoticed, contributing to a more responsive and customer-centric approach.

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Technician Assignment and Scheduling

One of the standout features of Axis is its ability to assign and schedule technicians with ease. The system streamlines the technician assignment process, matching skill sets and availability to tasks. This ensures that the right person is always on the job, enhancing service quality and efficiency.

Time Tracking

Effective time tracking is crucial for businesses to optimize their operations. Axis simplifies this by allowing users to clock time spent on tasks. This feature not only aids in resource management but also enables precise billing for services rendered.

Contract Implementation and SLAs

Every customer in Axis has their contract implemented within the system, which allows for a highly efficient management of Service Level Agreements (SLAs). SLAs are crucial for setting clear expectations and commitments. Axis helps businesses meet these commitments by ensuring that tasks are resolved within the stipulated timeframes.


Performance Metrics for Technicians

Axis goes a step further by offering performance metrics for technicians. It enables businesses to evaluate and improve the efficiency of their workforce by providing a comprehensive set of performance indicators. Some of these metrics include:

Task Performance

This metric provides an overview of the tasks completed by technicians, helping to assess their productivity.

First Response Time (in hours)

This metric provides a precise measure of the response time, enabling businesses to set benchmarks and improve their customer service efficiency.

SLA Time (in days)

This metric provides a precise measure of the response time, enabling businesses to set benchmarks and improve their customer service efficiency.

Scheduling Time (in hours)

Efficient scheduling minimizes delays and maximizes resource utilization.

First Response Time

The time taken to acknowledge and respond to customer requests is a key indicator of customer service quality.

Expected Minimum Response Time

The System of Work (SOW) provides a baseline for expected response times, helping technicians align with customer expectations.

Idle Time (in days)

Identifying and reducing idle time ensures that technicians remain productive and engaged.

Resolution Time (in days)

Tracking resolution times aids in maintaining SLAs and enhancing customer satisfaction.

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