Your dedicated space to handle queries from your internal and also external clients. Fix the agent for each new ticket. Collaborate effectively and keep your clients happy.
Create as many support groups you want based on your organization structure. Add dedicated agents and managers to each group. You can have one agent assigned to multiple group.
Get high level overview on the progress of your tickets. Use the filter to view data for different support groups. Be aware of the individual contributions and performance. Get revealing insights on your time tracking and SLA management
Effectively collaborate with your customer from your ticket workspace. Keep track of all activities from beginning to end. Get user ratings and feedback for your services from your customers.
Fix the SLA for your group depending the nature of requests for each group. Analyse the performance of your group based on SLA.
Add list of categories for your group that customer can choose from and get your tickets added to the right bucket
Automatic time tracking for each ticket. Agents can also add manual time for tickets so that you always capture accurate time spent on each ticket