Customer service tool to track, organize, and resolve tickets from a centralized location.
Web Form (Embedded)
Provides response templates that agents can use to respond quickly to common issues.
Prioritizes support tickets based on contact, contact group, and ticket attributes.
Routes support tickets to the right team automatically and evenly distributes them, which avoids unnecessary redirection between teams.
Auto-solves or auto-closes tickets if there is no response from the customer after a specific amount of time.
Set resolution timeframes based on the severity of the issue.
Send reminders and escalations to the responsible support agent or team to ensure tickets are updated on time.
Set up business hours based on your support team’s working hours to establish feasible response and resolution times to tickets.
The share ticket feature allows you to collaborate with teams that do not have access to the ticket.
When you cc someone on a ticket, they gain access to it, receive its notifications, and can update it.
Mention agents in messages to alert them when their attention is needed.
Private notes enable agents to collaborate with each other on a ticket without the ticket creator being able to see the messages.
Ticket linking lets agents group related issues.
A support monitoring dashboard that helps examine ticket inflow and track pending and overdue tickets.
An SLA dashboard that shows support SLA achievements and breaches.
Satisfaction reports that show the customer satisfaction scores for the support they received.
Worklog reports that track the time agents spend on support tickets.
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