Feature Deep-Dive
Omnichannel Inbox & Ticketing
The heart of your support operations. Manage every customer conversation from a single, collaborative platform.
Unified Shared Inbox
Bring all your customer conversations into one place. Whether customers contact you via email, a web form on your site, or directly through an EkaTantra portal (like the Parent Portal or Patient Portal), every message becomes a ticket in a shared inbox.
This ensures that no request is missed and your entire team has visibility into incoming inquiries. Say goodbye to scattered emails and siloed communication channels.
Ticket Assignment & Ownership
Ensure clear accountability for every issue. Assign tickets to specific agents or teams manually, or create automation rules to route them based on keywords or the channel they came from.
Every ticket has a clear owner, so everyone knows who is responsible for resolving it. This eliminates the 'I thought you were handling it' problem and ensures timely responses.
Private Notes & Collaboration
Solve complex issues as a team. Leave private notes on a ticket that are only visible to your internal team. Loop in a specialist from another department to get their input without the customer seeing the internal back-and-forth.
This allows you to collaborate seamlessly behind the scenes to find the best solution for the customer, presenting a unified and professional front in your public replies.
Collision Detection
Avoid embarrassing crossed wires and duplicate replies. Our real-time collision detection shows you when another agent is currently viewing or replying to the same ticket you are.
A small, non-intrusive notification lets you know who else is on the ticket, so you can coordinate your efforts and ensure the customer receives a single, coherent response.
Bring Order to Customer Chaos
EkaTantra's ticketing system is the foundation for delivering consistent, high-quality support that builds customer trust and loyalty.