MakeMyCEO - Support System

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Priorities

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Handled Systematically

If you’ve ever tried managing customer support over emails, you already know how chaotic it can become. Some issues slip through unnoticed. Others get worked on twice. And most of the time, there’s no clear visibility on who is handling which request. As your customer base grows, this confusion only increases.

The challenge is usually not the support team — it’s the lack of a structured system. MakeMyCEO Ticket Management provides that structure. A centralized platform where all support requests are received, assigned, tracked, and resolved in an organized manner. It’s not complicated or overloaded with unnecessary features. It simply gives you clarity, control, and consistency in customer support.

One Queue for All Tickets

Customer support requests can originate from multiple sources. A customer may send an email, submit a form, raise a ticket from the portal, or your internal team might create one manually. Without a proper system, these requests remain scattered across platforms, increasing the risk of delays and missed issues.MakeMyCEO brings all incoming tickets into a single, shared queue, regardless of where they originate. Every request is visible to the support team in one place, making it easier to assign, prioritize, and track progress. This streamlined approach allows your team to focus on resolving issues instead of searching for them.

Conversations Stay in One Place

Once a ticket is created, you can easily set its priority, update the status, and assign it to the right team member. Support agents can respond directly to customers from within the system. Depending on how the ticket was raised, replies are automatically delivered via email or shown on the customer portal. Internal collaboration is just as seamless. Team members can leave private notes or comments on tickets without exposing internal discussions to customers. Every message, update, and response related to an issue stays within a single thread, giving you complete context at all times and eliminating confusion.

Split and Merge Tickets

Sometimes a single ticket contains multiple issues. Other times, customers raise multiple tickets for the same problem. Managing this manually can lead to duplication, delays, and inconsistent communication.

With MakeMyCEO Ticket Management, you can split one ticket into multiple focused tickets or merge related tickets from the same customer into one. This keeps your support queue clean, avoids repeated work, and ensures customers receive clear, well-organized responses.

Save Time with Canned Responses

Support teams often answer the same questions repeatedly — password resets, invoice downloads, access issues, or common troubleshooting steps. Writing the same response again and again wastes valuable time.

MakeMyCEO allows agents to create and use canned responses for frequently asked questions. When a similar query comes in, agents can select a predefined reply and send it instantly. This improves response speed, maintains consistency in communication, and frees up time for handling more complex support issues.

One of the simplest yet most powerful ways to keep customers satisfied is responding on time. When responses are delayed or resolutions take too long, frustration builds quickly — even if the issue itself is small.

With MakeMyCEO Service Level Agreements, you can clearly define response and resolution timelines that align with your support commitments. Set different SLAs based on ticket type, priority, or the team handling it. This helps your support team stay disciplined, organized, and consistent, while building long-term trust with your customers.

Set SLA Rules Based on the Ticket

Not every support request demands the same urgency. A critical issue needs faster attention than a general query, and MakeMyCEO SLAs are designed exactly for this flexibility.

You can configure different response and resolution targets based on the ticket category, priority level, or assigned support team. You also have control over SLA pause conditions — such as outside business hours, weekends, or holidays — so deadlines remain fair and realistic.

This ensures high-priority issues are resolved quickly, while standard requests follow a timeline that makes operational sense.

Track What’s Due and When

When your support queue grows, keeping track of deadlines manually becomes nearly impossible. Some tickets might be approaching an SLA breach, while others may already be overdue without anyone realizing it.

MakeMyCEO continuously tracks every ticket against its assigned SLA. You get clear visibility into which tickets are on track, which ones are at risk, and which need immediate attention. This clarity helps support managers and agents prioritize work effectively and avoid unpleasant surprises.

Get Notified Before Deadlines Slip

Missed deadlines usually happen not because teams don’t care, but because there’s no timely reminder. A ticket may sit idle, waiting for a response, until it quietly breaches its SLA.

MakeMyCEO prevents this with proactive notifications. You can configure automated alerts using server scripts to notify the right team members when a ticket is nearing its SLA limit. These timely nudges help agents act before it’s too late, maintain response discipline, and consistently meet customer expectations.

Customers don’t always want to wait for support. Often, they just need a quick way to raise a request or find an answer on their own. When that option isn’t available, they either give up or keep sending repeated emails to your support team.

MakeMyCEO Customer Self-Service gives customers a simple, structured way to get help. They can raise tickets, track progress, and access helpful resources without confusion—reducing pressure on your support team while improving the customer experience.

Raise and Track Tickets from the Portal

When customers can’t easily log in or follow up on their issues, frustration builds quickly. Searching through old emails or waiting for updates wastes time on both sides.

The MakeMyCEO customer portal solves this by giving customers a single place to raise new tickets, check their status, view SLA timelines, and read support responses. Everything related to their issue stays in one place, making follow-ups simple and transparent.

Customers can also view their ticket history, so nothing gets lost or repeated—leading to faster resolutions and fewer unnecessary conversations.

Help Articles That Reduce Tickets

Many support requests are repetitive. Questions like how to reset a password, generate an invoice, or resolve common issues come up again and again.

With MakeMyCEO, your support team can create a knowledge base of clear, easy-to-understand help articles. When customers start typing the subject of their issue, relevant articles appear instantly. If they find the answer they need, they may not even have to raise a ticket.

This self-help approach saves time for your support team and empowers customers to solve simple issues on their own—creating a smoother, more efficient support experience.

No two support teams work the same way. The information you track, the way you prioritise tickets, and the workflows you follow are unique to your business. A rigid system only creates friction.

MakeMyCEO Helpdesk gives you full control to shape the support system around how your team actually works. From custom fields to personalised views and intelligent automation, you can configure everything to match your processes—not the other way around.

Create Custom Views

As ticket volume increases, staying organised becomes critical. Manually scanning long lists wastes time and increases the risk of missing important issues.

MakeMyCEO Helpdesk allows you to create custom and saved views using filters like status, priority, assigned team, or custom fields. Set up views such as Urgent Tickets, My Team’s Queue, or Waiting on Customer. Keep views private for personal workflows or share them across teams to maintain clarity and alignment.

Smart Ticket Automation

Support teams deal with countless small actions every day—following up, closing inactive tickets, responding on time. When these steps rely on memory, delays are inevitable.

With MakeMyCEO, you can automate routine support tasks using smart rules. Automatically close tickets after inactivity, notify agents when they are assigned or mentioned, and alert customers when updates are made. These background automations keep everything moving smoothly, helping your team focus on resolving issues that truly need attention.

Add Custom Fields

Not every support request fits into a standard format. Sometimes you need extra context—such as customer type, product version, subscription plan, or internal reference numbers.

With MakeMyCEO, you can add custom fields to capture exactly the information your team needs. You also control visibility—decide what customers should see on the portal and what should remain internal for your support team only. This ensures you collect the right details without overwhelming customers with unnecessary inputs.

You can’t improve support if you can’t clearly see what’s happening. Are tickets starting to pile up? Are SLAs being missed? Is one team overloaded while another has idle capacity? Without visibility, decisions turn into guesswork.

MakeMyCEO Helpdesk gives you clear insights through dashboards and reports, so you can track performance, identify bottlenecks early, and take action based on real data—not assumptions.

Understand Performance at a Glance

Get a real-time view of your entire support operation. With built-in dashboards, MakeMyCEO helps you monitor key metrics such as open vs closed tickets, average resolution time, SLA compliance, and individual or team performance—all from one screen.

This visibility helps you quickly spot delays, identify recurring problem areas, and understand which types of issues take the longest to resolve. With clear insights, managers can make faster, more informed decisions to improve support efficiency and customer satisfaction.

Create Custom Reports and Drill-Down Dashboards

For deeper analysis, MakeMyCEO allows you to build fully customized reports and dashboards without relying on developers. Combine data from tickets, agents, SLAs, priorities, and timelines to uncover meaningful patterns.

Apply filters, create visual charts—bar, line, donut, or tables—and drill down into specific segments with a single click. For advanced needs, complex queries can be used to explore data even further. Reports can be shared with your team or scheduled for regular delivery, ensuring everyone stays aligned and informed.

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