Ticket Management (Case Management)

Centralize support requests from every channel into a single view. Ensure every customer gets a timely resolution.

Features

Omni-Channel Routing

Route cases from Email, Web, Chat, and Social to the right agent.

• Skill-Based Routing: Assign technical issues to Tier 2 support and billing questions to Finance support.
• Capacity Planning: Ensure agents aren't overwhelmed by assigning based on workload.

Service Level Agreements (SLAs)

Commit to response and resolution times.

• Milestones: "First Response" within 1 hour, "Resolution" within 24 hours.
• Escalation: Automatically notify a manager if an SLA is about to be breached.
• Business Hours: Configurable support hours for different regions.

Macros & Quick Text

Resolve common issues in seconds.

• Standard Replies: Pre-written email responses for FAQs.
• Bulk Actions: Update status, send emails, and close multiple tickets at once.

Case Lifecycle

1. New: Case created via Email/Web. Auto-response sent.
2. In Progress: Agent is researching or communicating.
3. On Hold: Waiting for customer reply or 3rd party vendor.
4. Escalated: Transferred to senior engineer.
5. Closed: Issue resolved. CSAT survey sent.