Revolutionize Service Operations with Data-Driven Ticket Insights

Implementation usually takes just a few days, although the exact timeline depends on your current support systems, the number of data sources, and any specific customizations required. Our modular approach allows for a phased rollout: first, we connect the main source (such as a CRM or ITSM platform), then we configure key performance indicators (KPIs), and finally tailor dashboards to your needs. We've deployed this solution in complex mid-sized companies with minimal downtime. Our team also provides hands-on technical support throughout the process.

In most cases, you’ll start gaining actionable insights in under a week.

The solution is hosted on Microsoft Azure, one of the most secure and reliable cloud platforms globally. All data is stored and transmitted with advanced encryption (TLS/SSL), and access is controlled via role-based permissions and multi-factor authentication. Azure also complies with international standards such as ISO/IEC 27001, SOC 2, and GDPR, ensuring both technical and legal protection of your data. At AÓNIDES, we apply additional security and privacy layers tailored to your business context. For companies with stricter internal policies, we also offer hybrid deployments.

Your information is protected at both technical and organizational levels.

Absolutely. Our platform is designed to adapt to businesses with varying levels of digital maturity and operational workflows. You can customize KPIs, ticket types, communication channels (email, phone, chat, etc.), and define specific rules for classification, prioritization, and escalation. Dashboard views are fully configurable—from filters by customer segment to time-based trends or department performance. If your company uses custom internal systems or has non-standard processes, we can also build tailor-made integrations via API.

This is not a generic, rigid solution—it’s designed to evolve with you.

Yes, and that compatibility is one of its key advantages. The Support Ticket Analytics solution integrates seamlessly with your existing platforms, including CRMs like Dynamics, Salesforce, or Zoho, ITSM tools (ServiceNow, Jira, Freshdesk), and structured data sources such as Excel or SQL databases. We rely on secure APIs and standard connectors to ensure smooth implementation without disrupting your current infrastructure. For more complex environments, we also provide custom adapters to ensure full interoperability.

There’s no need to change your systems—we adapt to your technology stack.

Applying analytics to support tickets transforms a traditionally reactive area into a strategic driver for improvement. It helps identify process bottlenecks, automate repetitive tasks, prioritize critical issues, and detect recurring problems. You’ll gain a clear view of your support team’s performance—SLA compliance, resolution times, workload—and of customer satisfaction levels. Ultimately, it leads to more efficient operations, better service decisions, and stronger customer experiences.

Ticket analytics doesn't just improve support—it enhances overall service quality.