The Kartris support ticket system provides a web-based alternative for dealing with technical and sales support that has a number of advantages.

• Tickets go into a pool, with any member of staff being able to take them from the back end. Even staff in multiple offices can provide support.
  
  
• If a customer is in discussion with a member of staff who is absent or unavailable, another staff member can easily take over the ticket and ensure that support continues to be provided, unlike email where it may be problematic to access an absent staff member's email.
  
  
• The ticket system keeps the original support request and subsequent replies from staff and the customer in a chronological thread.
  
  
• The support ticket system is based around the same customer records that order history and other account-related features are linked to. It allows you to access further customer information easily from the support ticket. It also means that the customer's ability to post tickets can be linked to their account status. The system effectively controls access to support, so only those entitled to it are given it.
  
  
• Having support issues all contained within the database creates scope to monitor performance, as well as search for similar issues. Kartris keeps track of the time taken in responding each time, so a total time for each ticket and customer can be calculated.