Ticketing

Never miss an issue with automatic Ticket creation

A Ticket is a container for any communication between your company and a customer. Incoming emails are automatically created as "Tickets" with unique reference IDs, as are messages from other channels such as chat and social media. This allows for a complete unified communication history for easy reference. Tickets change status as they traverse different phases in their lifecycle such as “Open”, “Answered” or “Resolved” and can also be tagged with with customized tags.

Ticket Phases

Routing and Escalation rules

Use routing and distribution rules based on ticket parameters and events that automatically send Tickets to specific persons or queues. Create canned responses that allow you to quickly reuse and send pre-formatted replies to standard questions or issues.

Ticket Ownership, Responsibility & Transferring

Easily manage ticket responsibilities throughout the ticket lifecycle. Assign ticket ownership to an individual agent or Department and always know who is responsible for resolving each ticket.