Label similar tickets (e.g., password resets or security issues) to stay organized, whether it’s for extra context, to make it easier to categorize tickets, or to run summary statistics. Use automations to add tags automatically or have support heroes add them manually.
Route tickets to different support heroes, managers, or groups based on the type of request, priority, customer tier, SLAs or other criteria that determines who should be answering which tickets.
Route tickets to different agents, managers, or groups based on the skills (knowledge, technical, language, etc.) required to address specific customer requests – optimize for support hero efficiency and customer satisfaction.
Manually apply pre-prepared actions to quickly respond and complete common support hero tasks and activities, whether it’s a preset response to commonly asked questions or the ability to hand over a specific ticket to another agent.
Create standardized actions that are automatically taken every time a ticket is created/updated and save support heroes from repetitive tasks, such as adding tags to certain tickets or escalating tickets past SLA timing to the team manager.
Create standardized actions that run after a certain time has elapsed and save support heroes from repetitive tasks such as sending reminders to customers that you are waiting on additional information from them.
A simple way to see what is happening across the entire support team and pre-build filters so only certain support heroes see tickets that meet specific criteria (e.g., tickets that meet their specific skills) or tickets that have been assigned to them.
Service Level Agreements
Easily and obviously monitor your team’s performance against your various SLAs to avoid breaches by appropriately prioritizing specific tickets and/or customers.
Automated Ticket Deflection (e.g., Answer Bot)
Provide automated responses to answer common customer questions by serving articles from the knowledge base either in live chat or via email. This deflects tickets and enables customers to self-serve their solution, reducing workload for your support heroes and providing faster responses to customers.
Allow support heroes to engage with customers in real-time via live chat to enable customer convenience and the fastest resolution of any customer issues. Additionally, provide knowledge articles automatically for common questions and capture customer information if no support heroes are currently available.
A self-serve support solution for customers with answers to your FAQs and an easy way for your support heroes to quickly find answers to common questions. Customize the look and feel to best serve everyone.
Give support heroes a way to efficiently add to or edit the knowledge base as they are addressing customer tickets without needing to switch between apps and/or do additional manual work.
Custom Information Fields
Build custom information fields for tickets, customers, and companies in order to capture information that is specific to your company and customers in order to provide the most personalized support.
Review, summarize, and visualize key statistics about your customers and your support resources (e.g., support hero statistics, product usage, and average response times) and conduct deeper analysis of the key statistics (e.g., time series analysis).
Integrate your CRM with your Customer Support solution to enable two way data sharing. Empower support heroes, customer success, and sales team members to have the full context on the history of any given customer in order to provide the best support.