Journey ticketing software for customer service
Journey is planned ticketing software for small customer-service teams. It is designed to turn emails to your own Microsoft 365 shared mailbox into tickets, show the agent the customer and the job each email is about, and keep response targets honest. Journey is part of the Thing.team suite from ML2 Consulting and is at the planning stage.
Planned
Who it’s for
- Customer service agentsA clear queue, saved replies and the job on screen, with no retyping.
- Team leadsWho's on what and what's about to miss its target.
- Depot and site managersAnswer a colleague's question about a delivery from their phone, without a licence.
- Your customersA reference number and answers by email, without chasing twice.
Problems it solves
- A shared inbox where emails get missed or answered twice.
- Agents switching between systems to find the job a customer means.
- Response targets nobody can see until they're missed.
Features and functions
What Journey is designed to do. It is at the planning stage, so every item is planned.
Email to tickets
- Email in and out through your own Microsoft 365 shared mailbox, threaded properly. Planned
- An acknowledgement with a reference, and a solved notice with time to reopen. Planned
The agent's inbox
- Views such as Mine, Unassigned and Breaching soon, keyboard shortcuts and bulk actions. Planned
- Round-robin assignment and saved replies with the customer's details filled in. Planned
- Internal notes and @mentions; colleagues without a licence can reply from their phone. Planned
Service levels
- Targets by customer and priority, with business hours and UK bank holidays by nation. Planned
- Clocks that pause while you wait on the customer, with amber and red warnings. Planned
Later in the plan
- A customer portal, a knowledge base and satisfaction surveys. Planned
- Emailing a haulier or supplier from inside the ticket. Planned
- Import from Zendesk, Freshdesk or Help Scout exports. Planned
How it works with the other apps
- Spots job, order, pallet and incident references in emails and shows the linked record.
- Raise a RIMS incident or log a CREAM complaint from a ticket in one step.
- Shares one ticket system with SMT, and tickets can appear as cards on a Check board.
- Tickets reportable in CROSS.
Included in every licence
- Every working feature of an app comes with every paid licence for it. Nothing on this page is held back for a higher price.
- What changes the price is scale: how many people use the apps, how many apps each person has, and hosting, storage and email at what they cost us plus 20%.
- A higher level for organisations that need more control, such as enforced single sign-on, data residency choices, test systems and custom roles, is planned. Its price isn't set yet.
Next step
Look around the Thing.team demo with sample data, or talk to us about Journey. The demo shows the platform’s set-up screens; Journey isn’t in it yet.
Questions
Do we need a new email address?
No. Journey is designed to work with the Microsoft 365 shared mailbox you already use, so customers keep emailing the same address. This is the plan, not a finished feature.
How is Journey different from SMT?
Journey is for answering customers. SMT is for your own staff's IT and service requests. They are designed to share one ticket system, so a ticket can move between them.
When will Journey be available?
Journey is at the planning stage: nothing is built yet and there is no price for it yet. Journey on thing.team has the latest.
Related
- CREAM CRM: the customer account card beside each ticket.
- Microsoft 365 and systems integration: setting up the shared mailbox and connections.
- IT and software for logistics and freight: customer queries about deliveries, answered with the job on screen.
Tell us what's slowing your team down.
Email info@ml2consulting.com or call 07920 050366.