Customer service & PQRS ticket system

Centralize and automate requests, complaints, claims, and suggestions in a single platform

At Damos Soluciones, we implement self-hosted customer service and PQRS systems, designed for organizations that need to provide efficient, traceable, and professional support to their users, without additional licensing costs per user or per ticket.

These solutions not only help you comply with current legal requirements in Colombia, but also become a key pillar for continuous improvement, customer loyalty, and a strong, trustworthy reputation for your organization.

What is a PQRS system?

A PQRS system is a digital tool that allows users to submit and track, in an orderly way, their:

Requests: Service-related information requests or specific requirements.
Complaints: Dissatisfaction with the attention received or service quality.
Claims: Objections regarding economic situations or specific procedures.
Suggestions: Proposals aimed at improving processes or customer care.

Every user has the right to submit this type of case, as established by the Political Constitution of Colombia, the Administrative Procedure and Administrative Litigation Code, and the provisions of the Superintendence of Industry and Commerce.

Main features of the Customer Service and PQRS system

Our solution centralizes your entire PQRS and support operation in a modern platform, built on Laravel, with a simple experience for users and a powerful environment for your internal team.

Unified dashboard and real-time visibility

Global dashboard with charts for open, in-progress, and closed tickets.
Quick view of categories, monthly ticket volume, and team performance.
Immediate access to the most recent cases and the tickets that require priority attention.

Fast submission and tracking through ticket ID

Clear forms so users can create requests in just a few seconds from any device.
Ability to attach files (images, documents, supporting information) when submitting a case.
Generation of a unique ticket ID that the user receives by email and can use to track the status of the case.

Full traceability of every case

Detailed history of each ticket: submission date, agents involved, status changes, and response times.
Action log that guarantees transparency and internal control.
Internal notes per ticket, visible only to the team, making follow-up between areas easier without exposing sensitive information to the user.

Management by categories, statuses, and priorities

Creation of categories and subcategories to organize PQRS by service type, department, location, channel, or other criteria.
Status flow including “open”, “in progress”, “on hold”, or “closed”, among others.
Definition of priorities (high, medium, low) to optimize response times and comply with your organization’s SLAs.

Roles, permissions, and agent management

Configuration of roles and permissions according to each profile: admins, supervisors, agents, and more.
Control over what each internal user can view and modify, reinforcing security and operational order.
Option to add new agents as your team grows, without increasing licensing costs.

Automatic email notifications

Automatic emails to confirm submission, inform about status changes, and communicate case resolution.
Customizable templates with your logo, contact details, and brand tone of voice.
Possibility to extend notifications to specific milestones, for example when an agent is assigned or additional information is required.

Reports and performance indicators

Reports on ticket volume by period, category, channel, or responsible department.
Key indicators such as average response time, resolution time, and number of cases per agent.
Exportable information to support internal reports or submissions to regulatory authorities.

Attachments and custom fields

Support for attaching documents, images, and other files both at submission and during ticket management.
Custom fields based on your organization’s needs: contract number, branch, service type, entry channel, and more.
Flexibility to adapt the form to specific processes without sacrificing ease of use.

Advanced features and optional modules

Beyond standard PQRS management, we can enable advanced modules that significantly enhance your customer service experience.

Knowledge base and FAQs

Publish articles, guides, and frequently asked questions so users can solve common issues on their own.
Content organized by categories and tags for easier search and navigation.
Simple updates from the admin panel, without the need for additional development.

Custom ticket forms

Forms configured with the exact fields you need for each type of request.
Validation of mandatory information to avoid rework and incomplete submissions.
Different forms by user type or channel, if required by your operation.

Real-time chat with agents

Live chat module integrated into the ticket platform.
Users can chat with an agent while the system creates and updates the associated ticket in the background.
Ideal for supporting instant attention channels without losing traceability.

Cloud storage and backups

Integration with local storage or cloud services such as AWS, according to your internal policies.
Supports backup strategies, business continuity, and disaster recovery.
Efficient management of attachments and records, even in high-volume operations.

AI integration for support and classification

Options for integrating artificial intelligence models that can assist with tasks such as suggesting answers for common questions.
Automatic classification of tickets by topic or priority.
Detection of keywords that help route cases to the correct department.

This integration does not replace your human team, but it can make their daily work much more efficient.

Licensing, hosting, and support model

Our Customer Service and PQRS system is implemented as a self-hosted platform, installed on a server managed by Damos Soluciones and associated with an annual hosting plan.

This results in a simple and predictable cost structure:

No additional licenses per user or per ticket. Your organization can add new team members and handle more cases without increasing the platform cost.
1 year of support and guidance included. The implementation project includes one year of support for minor adjustments, technical incident resolution, and basic functional assistance, so your team can adopt the tool with confidence.
Only one mandatory recurring cost: hosting. To keep the platform running, you only need to renew the associated hosting plan once a year, which may vary depending on the required server specifications.

If your organization needs frequent enhancements, new processes, additional integrations, or ongoing training, we can complement this scheme with monthly support and optimization plans, with no minimum-term commitments and tailored to the level of assistance you require.

A scalable and adaptable solution

Our system is ideal for organizations in different sectors, including:

Educational institutions.
Clinics and healthcare organizations.
Logistics operators and service companies.
Public and private entities that must comply with PQRS and transparency regulations.

The platform is scalable and adapts to each organization’s structure: number of departments, branches, approval levels, service types, and more. We can customize forms, workflows, and reports so that the system mirrors your real processes, without forcing you to change your operating model.

Regulatory compliance and customer experience

By centralizing PQRS management in a single platform:

You make it easier to comply with legally required response times in Colombia.
You have clear, traceable evidence of every case, which allows you to respond to requests from regulatory authorities such as the Superintendence of Industry and Commerce.
You improve the quality of service by reducing response times, avoiding lost requests, and offering clear channels to your users.
You strengthen customer relationships and build the image of an organized, responsible, and service-oriented organization.

Ready to upgrade your customer service?

If you need to implement a Customer Service and PQRS system that combines regulatory compliance, traceability, and a clear cost structure, we are ready to support you from diagnosis to go-live and ongoing support.

Request more information and let’s design together the solution that best fits your organization.