Automatic follow-ups
Automatic scheduling of replies and ticket updates make it easy to follow up with customers.
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Write predefined replies which staff can easily send to customers
If you often need to send the same messages to lots of customers, you can add a pre-defined reply which you can then send to a customer with the click of a button.
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Macros to perform a predefined set of actions
Quickly perform common actions on a ticket using macros. Escalating tickets, alerting team members to urgent tickets, and most other actions can be completed with a single click.
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Automatic macros to perform actions when certain events occur
Macros can be executed automatically when things happen, based on specific criteria. Great for automatically processing tickets and replies.
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Filters to show only the tickets you're interested in
Quickly find the tickets you're interested in with ticket filters. Immediately see how many tickets are awaiting responses in each filter.
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Checklists to allow tasks to be defined and completed
Assigning checklists to tickets allows you to ensure that processes are followed and everyone has visibility of what needs to be done on a ticket.
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Escalation paths allow messages to move up and down a chain of command
Support staff can instantly escalate tickets to the next tier of support. Management can add notes to tickets and automatically send them back down to a support team.
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Fetch data from any of your existing systems with Data Frames
Pull in customer data from other systems to view alongside tickets to ensure that all available information is readily available when assisting customers.
