Define SLA rules for each department, escalate support tickets to higher levels if not responded on time.
Setup support ticket priorities, you can choose whether to give the customer option to escalate ticket or leave this option for staff/automation only.
Allow staff members to subscribe to ticket email notifications on each thread they work on. Staff members will receive notifications about important support tickets events.
Define ticket statuses that work for your industry, change statuses as and when needed.
You and your staff members can reply to support tickets virtually from anywhere, just reply to email notification to have a reply added to the ticketing system.
Learn which customer sent an email, what submission method he used, edit ticket CC list.
The dashboard in-depth report shows you an overview of all the important metrics. It also shows you the breakdown of each metric based on various ticket properties.
Allowing you to create tickets from more than one place either user can send email to generate a ticket or agent can create from backend.
Give your customers a portal where they can create tickets, view their tickets statuses with respect to settings in their portal.
All actions taken on ticket are logged - responses, status changes and more - your management can supervise ticket history at any given point.
Check your support ticket elements to let them pass through via pre-import and change ticket prority, status, apply predefined response & more.
Customers hate late replies you can avoid that by using “Canned Messages”. Create pre-formatted replies to ensure your quick and consistent responses.
Customize your notification emails based on ID, Subject, Ticket URL, Status, Priority, Type, Requester Name, Group Name, Agent Name and many more.
Create as many groups/departments as needed, assign agents to multiple groups/deparments. Configured as accessible through email and/or web-ui only.
Use private notes for internal team communication to include/mention any other team member.