Intelligent ticket system for HelloTV

The challenge

HelloTV is a company that puts conversation with customers front and center. Personal contact is the foundation, but the company's growth brought new challenges. Customer queries needed to be handled faster and smarter, without losing that personal touch. On top of that, there was a need for a central place where all communication and product information come together.

Our solution

We built a ticket system based on Freescout, extended with custom modules. The system brings together all email communication and gives employees instant access to relevant customer and product information.

Smart and efficient

The custom modules are entirely focused on one goal: helping customers as quickly and effectively as possible. Employees have all the information they need in a single overview, which means they can respond in a more personal and efficient way.

Everything connected

The system is integrated with existing product and customer systems, so employees always have up-to-date product data and a complete customer profile at their fingertips. No more separate systems or duplicate work, just one central place for all information.

The impact

With this ticket system, HelloTV now works more efficiently and more customer-focused. Employees have more time for personal advice and complex queries. Day-to-day management is straightforward: workflows can be adjusted, templates updated and reports generated without any IT knowledge required.

Why this project stands out

This project shows how an open source solution combined with custom development can grow into a powerful platform. The strength is in the combination of:

• Integration of multiple systems into one cohesive whole

• Smart modules that make service faster and better

• User-friendly interfaces for non-technical users

• A modular setup, so the system grows flexibly with the organization