Bring in workflows specific to your support process by identifying unique stages for tickets and setting custom statuses for each stage
Turn off SLA timers for custom ticket statuses to describe tickets waiting on third parties or customers for a response
Control how ticket statuses should be displayed to customers checking on their tickets and to the agents responding to them.
Set up automations for categorizing, prioritizing and assigning tickets automatically to save time on repetitive tasks.
Frame different SLA policies for different customer groups, ticket sources and departments to set suitable standards for service for each.
Use personalized dashboards and detailed reports to identify actionable insights and bottlenecks in your customer support process.