Create user accounts to your Ticket Hub for every member of staff. Empower your agents through staff location information, job titles and user notes. Upload avatars for the personal touch.
Ticket Types For All
Handle hardware requests, software problems, holiday requests and general HR questions through separate ticket types. Tag requests and use automated rules to direct them towards the correct teams.
Setup ticket categories and custom fields that match the ticket type. Ask for which model of printer is having a problem. Ask for the dates on a holiday request. Ensure your agents have the right data to increase efficiency.
Create an internal Knowledge Base of answers to common staff questions, on-boarding information, company policies and security requirements. Use Canned Responses to direct staff towards existing information.
Move beyond shared email inboxes and to a dedicated tool for managing inbound requests. Manage your ticket lifecycle and empower your agents to provide amazing support.
Create canned responses and automated ticket processing rules that help you resolve tickets more efficiently. Automate the boring stuff and leave more time for delighting your customers.
Get detailed analytics of your inbound ticket flow, SLAs, agent responsiveness and customer satisfaction. We give you the peace of mind of knowing your customers are happy.
Make a promise to your customers with a Service Level Agreement, target tickets with different rules, and keep track of breaches and successes.
Help your customers help themselves by populating a knowledge base with articles which describe your product or services. Write articles just for your agents or staff and help everyone learn.
Manage your customers whether you know them already or not. Put them into organisations, attach notes to them, store their office locations, job titles and other contact details.
Customisation equals flexibility. Setup your own ticket types and custom ticket creation forms, your own ticket statuses, impacts, urgencies, and much more. Make the system your own and keep it secure.
Agents can quickly see the tickets assigned to them, what they’re watching, pending tickets and more. Customise this dashboard with your own queues.
Let customers login to your ticket hub and see the tickets relevant to them, either from themselves or other members of their organisation.
Queues are lists of tickets matching specific criteria. We give you some sensible defaults, but you can always create your own.
See the important details of all your tickets, such as who created it, priority, the next SLA target, who last replied and when, and more.
See all the ticket information in one place, quickly click fields to edit the information, read organisation and user notes or search your knowledge base.
See the message history between you and your customer and easily switch between notes, attachments and related tickets.
Customers and agents can watch tickets they’re not involved in, so managers can make sure they’re kept in the loop.