CXPLY Ticketing
The heart of CXPLY — an omnichannel support platform that turns complaints into resolved tickets automatically. Route, triage, and reply with intelligence.
Features
Every feature, in detail
Select one feature to see exactly what it does.
Unified ticketing
All complaints land in one intelligent queue — email, chat, social, voice.
Unified ticketing
Unified ticketing
All complaints land in one intelligent queue — email, chat, social, voice.
AI triage & routing
Classify intent, urgency, and sentiment, then assign to the right agent instantly.
Omnichannel replies
Reply wherever the conversation started, without switching contexts.
Enterprise security
SOC 2 Type II, GDPR ready, SSO/SAML, and granular role permissions.
Email Synchronization & Automatic Ticket Creation
Set up your support mailbox in just a few moments. Every incoming email is instantly converted into a clean, actionable support ticket—without any manual intervention.
AI-Powered Classification & Routing
Let AI handle the initial review. It analyzes content, detects urgency, and automatically categorizes requests, saving your teams valuable time and improving response efficiency.
Group & Campaign Management
Organize your support operations with precision. Separate or consolidate ticket flows by entity, client (Groups), or operation type (Campaigns) for highly personalized tracking and management.
Custom Configuration (Priorities & Statuses)
The application adapts to your workflow—not the other way around. Fully customize statuses, request types, priority levels, and tagging systems to match your business processes.
Dashboards & Performance Monitoring
Track your agents' activity in real time. Filter performance metrics by period, group, or campaign to instantly identify trends and opportunities for improvement.
User Roles & Profiles
Secure and streamline team access management. From super administrators to support agents, define precise roles, permissions, and access rights for every user.
Data Security & Sovereignty (On-Premise)
Keep your sensitive data fully protected. We offer remote access with on-premise hosting directly on your infrastructure (customer-owned servers), ensuring compliance with the most stringent security and regulatory requirements.
Data Anonymization & Protection (Third-Party APIs)
Safeguard your customers' privacy. Through third-party API integrations, the application can automatically mask or anonymize personal data before processing, ensuring full GDPR compliance.
Blacklist & Intelligent Anti-Spam
Maintain a clean and efficient support inbox. Add email addresses or domains to a blacklist to automatically block spam and unwanted messages, preventing the creation of unnecessary or fraudulent tickets.
Context-Aware Automated Responses
Reassure your customers instantly. Configure personalized automated emails to confirm receipt of requests, acknowledge ticket processing, or notify customers when a case has been successfully resolved.
Customer Satisfaction Measurement & Agent KPIs
Evaluate the quality of your support operations. Automatically send satisfaction surveys after ticket closure, analyze agent performance scores, and break down results by campaign, group, or custom parameters.