Ticketing System

2 min read

By Eugenia Viti Published: Oct 2, 2025

Key Features

Easy to use: Simple, intuitive form captures essential details (Name, Organization, Location, Contact Info, Subject, Message).
Always accessible: Embed the form anywhere across your site, including department pages.
Smart routing: Automatically assigns tickets to the correct department based on the page URL.
Secure tracking: Captures IP address, timestamp, and referral information for added context.
Ticket creation: Instantly generates a trackable ticket within the Drupal system.

Direct communication: Constituents and departments exchange messages via email—no login required.
Real-time updates: Automatic email notifications for new tickets, assignments, comments, and escalations.
Seamless status tracking: Constituents can follow their ticket progress through a secure link.
Smart auto-responses: Email footers confirm receipt and outline resolution timelines.
Escalation alerts: Ensure urgent issues get timely attention with automated notifications.

Centralized dashboard: Department users manage tickets directly within email or Drupal.
Detailed ticket view: Track status updates, email conversations, and assignee details.
Flexible assignments: Assign tickets to departments or individual users.
Access control: Department users see only their team’s tickets, while managers can reassign as needed.
Unique IDs: Every ticket is secured with a unique, non-guessable number.
Email-to-ticket conversion: Simply forward an email to the system to create a new ticket.

Auto-close feature: Tickets close automatically after 5 days of inactivity (customizable).
Smart status updates: System updates ticket status automatically when replies are sent or received.
Reopen anytime: A constituent’s reply instantly reopens a ticket—keeping communication effortless.
Escalation controls: Configurable defaults allow departments to fine-tune notifications.

Take customer support to the next level with AI-powered assistance:

AI Chatbot integration: Provides instant answers to common questions using keyword search.
Seamless handoff: If the chatbot can’t resolve an issue, the inquiry flows directly into the ticketing system.
Enhanced constituent experience: Faster resolutions, reduced wait times, and smarter interactions.

Efficiency: Automate routine tasks and reduce manual overhead.
Transparency: Track every interaction in one centralized system.
Flexibility: Tailor workflows, escalations, and automations to fit your team.
Satisfaction: Deliver faster, clearer, and more reliable support to your constituents.

👉 Ready to modernize your constituent support process?
email eugenia@prometsource.com for questions or interest