Ticketing Platform
The ticketing platform is Pier's official system for recording, organizing, and tracking all customer requests (questions, bugs, improvements, or support demands). Each request becomes a ticket, which can be followed by both the customer and the internal team.
Main Objective: To organize customer service in a structured way, ensuring that all demands are recorded, prioritized, and answered within defined timeframes (SLA).
1. Why the platform exists
The platform was created to:
Centralize all customer requests
Record support history
Monitor service deadlines (SLA)
Prioritize demands based on criticality
Track the status of each issue or question
In other words, it serves as the company's official support channel.
2. How it works in practice
When a customer has a need, they:
Open a ticket on the platform.
The ticket is assigned a request type, for example:
Question
Issue/Problem
Improvement / New Feature
The system defines:
Priority
Response SLA
Assigned Agent
The team responds and follows up until the ticket is resolved or closed.
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