What is Support Ticketing for iMIS?

Support Ticketing for iMIS turns each request from members, registrants and the public into a ticket inside iMIS. Every ticket has its own record: who raised it, who owns it, where it stands, and every note, document and email.

How does our team know who is answering what?

Every ticket has an owner, so your team knows who is answering what, and managers can see each person's queue. Tickets move through the statuses your team uses, and the ones that need a more senior answer can be escalated.

Can we create our own ticket types?

Yes. We install Support Ticketing with pre-configured ticket types so your team starts from a working setup, then train your team to create its own ticket types as your services change. If you need more, we tailor it to your process as fixed-fee consulting.

Can we use Support Ticketing on its own?

Yes. It runs on its own or alongside Complaints and Investigations or Grievance and Discipline for iMIS, and Document Valet pairs with it at a bundled licence discount.

Support Ticketing
for iMIS

Q: Can requests sent by email become tickets?

Yes. Requests sent by email can come in as tickets through an integration, instead of waiting in a shared inbox.

Every request becomes a ticket someone owns. Requests in, tickets out, every one tracked to resolution in iMIS.

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Pairs with

Start with Complaints and Investigations or Grievance and Discipline. Add Support Ticketing, Application Management or both. Pair Document Valet with any product at a bundled licence discount.

Complaints and Investigations

for iMIS

Grievance and Discipline

for iMIS

Application Management

for iMIS

Document Valet

for iMIS

What it is

Requests from members, registrants and the public come in all day, and a shared inbox makes it hard to tell which ones have an answer. Support Ticketing for iMIS turns each request into a ticket inside iMIS with its own record: the person who raised it, who owns it, where it stands, and every note, document and email. Your team works each ticket in the system you already run, and anyone with access can open one to see its status. It runs on its own or alongside Complaints and Investigations or Grievance and Discipline.

What it does



Email intake

Requests sent by email can come in as tickets through an integration, instead of waiting in a shared inbox.



Assigning ownership

Every ticket has an owner. Your team knows who is answering what, and managers can see each person’s queue.



Stages and escalations

Move tickets through the statuses your team uses, and escalate the ones that need a more senior answer.



Task management

Break a bigger request into tasks, so the work behind the answer stays visible.



Scheduling

Put due dates on tickets and tasks, so your team can see what’s due next.



Team notes and follow-ups

Notes, follow-ups, documents and emails stay on the ticket, so whoever picks it up next has the full history.

What it involves

1

Install

We install Support Ticketing in your iMIS with pre-configured ticket types, so your team starts from a working setup.

2

Train

We train your team to create its own ticket types, so the system keeps up as your services change.

3

Tailor

If you need more than the pre-configured setup, we tailor it to your process as fixed-fee consulting.

More products for iMIS

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Let's talk through your support process

Book a call for a tailored demo built around the way your team answers requests.

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Support Ticketing
for iMIS