The Best Support Ticket Management
Organise
Use statuses to manage your ticket lifecycle. Always know whether the ticket is sitting with you or the customer, and know what comes next.
Prioritise
Every ticket has an urgency and impact, both of which contribute to it's priority. Choose whether the customer has control to change them too.
Categorise
Create categories and sub-categories for each of your ticket types. Use a different set for each ticket type. Or use tags on each ticket to create grouping.
Private Notes
Use Private Notes to communicate internally on tickets. Send colleagues messages asking for help, have agents write notes on their progress to a solution, and use it as a place to share the ultimate solution so others can learn from it. Private Notes appear in their own tab, so you won't accidentally send them to the customer.
Collaborate With Your Whole Team
Assign Responsibility
Tickets can be assigned to agents, staff and customers, so you always know who has responsibility. Create teams of agents for specific departments or escalation levels.
Routing Rules
Decide whether tickets can be assigned to teams and how new tickets are assigned to them, such as randomly or who on the team has the least assigned.
Collision Detection
Live collision detection on tickets always shows you which agents have it open and who is currently replying. Automatically lock tickets which others are replying to.
Handle All Ticket Types
Handle all types of ticket and manage them the way which makes sense for your business. Use different settings for each type, from support requests to sales enquiries. Decide what categories they should have, give them their own custom fields and choose what team they get assigned to.
Stay On Top Of Your Inbox
Queues
A saved set of filters on your open tickets, queues allow you to focus your agents on the right priorities. This could be tickets from your top customers, those that have been open the longest, a specific tag, or more.
Related Tickets
Relate tickets covering the same topic together so you can quickly jump between them. Use canned responses to quickly and accurately give all of them the same answer.
Ticket Helium
Helium is a measurement of how high up your list a ticket should be. Helium can be set at a a customer level to make your key customer tickets rise to the top, or at a ticket level, for those that need attention now.