Create clear and efficient workflows by sharing tickets with different parties involved without compromising on your access to them.
Ensure that customer-facing agents always have up-to-date information on the status of tickets to give to enquiring customers.
Get all the inputs you need to give customers the right answers by starting conversations with your team about parts of tickets you want to discuss.
Link and track similar issues across your helpdesk to give consistent, relevant updates to all your customers.
Resolve complex issues faster by breaking them down into actionable tickets that various teams can work on in parallel.