Funnel all your support channels into a single shared inbox. Every support request you receive is automatically converted into a ticket, allowing your agents to easily manage incoming tickets no matter how busy it gets.
A shared team inbox allows agents to view all company tickets so they can easily collaborate, see who is working on what, and check on a ticket’s status. Customizable priorities and categories allow agents to organize, identify, and assign tickets to the expert best equipped to solve the problem.
Every agent can customize their own view by choosing the headings that make-up their ticket table in addition to using category and status filters to control what tickets they see. This customized and uncluttered view allows agents to easily assess their workload so they can prioritize their assigned tickets, then jump in.
Reusable premade responses enable all of your agents to quickly answer common questions with a few clicks. Create, save, and even personalize your premade responses with placeholders that pull information from the ticket to ensure a personalized reply.
Private messages enable agents to collaborate on a ticket in conversations hidden from customer view to ensure the best possible solution is reached the first time.
Keep backtracking and repetition out of the conversation with integrated message threads that detail all previous communication with your customers saved right inside the ticket. All past communication, including email and which agent said what, are recorded for a complete ticket history.
Rather than relying on your memory or calendar alerts, add customer reminds directly into a ticket. Each agent can customize when, how often, and notification method: email, text message, push notification, even a phone call.
Customize response times and prioritize tickets to master every one of your SLAs. Even set multiple SLA policies for different customers, customized based on time of day or ticket severity.