Automation & Ticket Assignment

Optimize ticket distribution and resolution with a streamlined Queue Ticket Routing

Queue ticket management is essential for maintaining order and efficiency in handling customer support requests. By strategically organizing and prioritising customer support tickets into queues and implementing effective assignment and prioritisation, organizations can deliver timely and effective support services.

Automate rule-based ticket assignment, ensuring efficient and streamlined workflows

Automate time-saving pre-defined responses (macros), making issue resolution efficient

Pre-defined responses, or macros, are a valuable tool in the helpdesk toolkit, enhancing the speed, consistency, and overall efficiency of customer support operations. They contribute to a more streamlined and responsive ticket resolution process. Macros are predefined sets of actions or responses that can be triggered manually by support agents when responding to a ticket or automatically based on predefined conditions, such as ticket status or keywords.

Ensure swift issue resolution and exceptional customer satisfaction through automated multi-level Escalation

Escalation in ticket automation is a process where a support ticket is moved to a higher level of priority, expertise, or management for further attention. Escalation mechanisms are crucial in ensuring that certain tickets receive the appropriate level of attention and expertise required for resolution to meet service level commitments and customer expectations.
Escalation criteria are established with multiple levels of escalation, each corresponding to different degrees of severity or complexity, and are designed with multiple factors, including the urgency of the issue, the complexity of the problem, or customer dissatisfaction, priority levels of the tickets, specific skills or expertise-based escalation, the risk of breaching SLA timeframes, and many more.

Ticket Reminder automation ensures you never miss a deadline

Ticket reminders in ticket automation are automated notifications or alerts that are triggered based on predefined conditions to remind agents, teams, or stakeholders about specific actions or events related to a support ticket. These reminders help ensure that important tasks are not overlooked and milestones associated with support tickets are managed in a timely and organized manner. Specific conditions or events can be automated that trigger the ticket reminder, which can include time-based triggers, milestone completion, or certain status changes.

Meet service level commitments consistently with automated SLA reminders, ensuring customer satisfaction

SLA reminders in ticket automation are a critical component for maintaining service quality, meeting customer expectations, and optimizing the efficiency of support operations. Set up automation triggers that activate when SLA conditions are at risk of being breached, and the system can automatically escalate the ticket to higher-priority levels or notify management. They ensure that support teams stay informed and responsive to the timeframes defined in SLAs.

Customized Notification Rules empower proactive communication and streamline workflows

Notification rules in ticket automation are predefined conditions and actions that trigger automated notifications to relevant stakeholders within a helpdesk or support ticket system. These rules help keep all involved parties informed about the status, changes, or important events related to support tickets.
Specific events or conditions can be automated that will trigger notifications, which include status changes, priority updates, customer interactions, SLA breaches, or other significant ticket-related events. These automated notifications can be sent via email to agents, supervisors, or customers, providing detailed information about the ticket-related events, or displayed within the helpdesk application, ensuring that agents receive real-time updates on ticket events while working within the system.