Customer support software for multiple stakeholders : seamless communication and centralized ticketing
In short
Managing multiple stakeholders in your support operations ? FIXEE introduces multi-stakeholder interventions: handle all participants involved in a support case smoothly and efficiently. With FIXEE’s multi-stakeholder customer support software (centralized ticketing), deliver impeccable support to your enterprise customers.
What our clients tell us
- Some remote interventions involve numerous stakeholders.
- We often need to copy multiple people when providing support to our enterprise customers.
- Centralizing all exchanges, regardless of the communication channel, is essential for smooth workflows and full traceability.
FIXEE, the industrial customer support software, launches multi-stakeholder management within centralized ticketing
Deliver support to your enterprise customers smoothly and efficiently by involving all stakeholders within a single ticket, regardless of their preferred communication channel (email, SMS, WhatsApp). All exchanges are tracked for flawless follow-up, and interventions are documented to build knowledge capital over time.
Results :
- smooth and efficient centralized communication for multi-stakeholder interventions
- -30% reduction in resolution time
- 100% traceability and knowledge retention
Key features
- Multi-stakeholder entry points : when a contact needs assistance, they can invite all key stakeholders as soon as the support request is created.
- Multi-stakeholder invitations across channels : each contact can be invited through their preferred channel (email, WhatsApp, SMS).
- Centralized exchanges : all communications are consolidated within a single ticket.
- Multi-stakeholder Video Assistance : resolve support requests faster with interactive video assistance involving multiple contacts on the client side. Collaborate with several hotline agents and contributors to mobilize internal expertise.
- Automatic report generation : document 100% of your multi-stakeholder interventions in 80% less time, helping you capture knowledge from each operation and strengthen expertise over time.
FAQ
Who is this feature designed for?
Technicians, support engineers, and hotliners looking for a work environment that promotes responsiveness and high-quality customer and technical support.
What specific problem does this feature solve?
Time lost due to screen switching and tab navigation. Excessive clicks to view, search, and take action. Lack of a global view of priorities and new messages.
How does it work in practice?
A ticket queue on the left. A content panel that opens instantly on click, without navigation. Conversations, video-assisted support, attachments, and the Askia Hotliner assistant are all accessible in context. Updates happen in real time, with no page reload.
How does it differ from existing solutions?
The vision for ticketing is to make expertise readily available and encourage collaboration for immediate support. A chat-native, action-focused view — not just an analytical grid. New message previews, one-click actions, and an integrated AI assistant within the same flow. Zero page switching.
How does it integrate with the rest of the product?
Complementary to the table view used for analysis and reporting, the Console is a new operational screen for handling the same tickets. Existing permissions, tags, and automations remain fully active.
What impact is this expected to have on user performance and efficiency?
Threefold reduction in the number of clicks per ticket. Shorter review and routing times. Expected positive impact on MTTR and FCR, depending on customer context, once data is collected.
