- Team inbox
Track and manage incoming support tickets from multiple channels with one inbox. - Agent collision detection
Ensure that multiple agents don’t wind up working on the same ticket by accident. - SLA management
Set deadlines for ticket response and resolution based on different business hours or categories. - Ticket field suggester
Automatically suggest ticket fields to categorize, prioritize, and route incoming tickets. - Thank you detector
Prevent reopening of tickets when customers respond with a thank you. - Custom ticket status
Create custom statuses that suit your workflow to identify what stage a ticket is in. - Scenario automation
Perform multiple actions on a ticket with a single click by automating repeated actions. - Canned responses
Provide quick, consistent responses to common questions by creating preformatted replies. - Collaborators
Collaborate with any expert from within or outside your organization to resolve complex issues faster. - Shared ownership
Share ownership of tickets with other teams without losing visibility into the progress being made on the issue. - Linked tickets
Link related tickets together to keep track of widespread issues and deliver consistent responses. - Parent-child ticketing
Resolve complex, multistage issues faster by splitting them into smaller child tickets. - Read more
- Ticket dispatch
Automatically assign tickets to agents and groups based on keywords, requesters, or properties. - Intelligent ticket assignment
Assign tickets to agents based on their current workload, and skill or using the round-robin method. - Time-triggered automation
Execute maintenance activities on tickets based on the time that has lapsed since an event happened. - Event-triggered automation
Implement one or more actions on specific tickets as soon as an event happens. - Automatic email notification
Notify customers and agents automatically about changes in their tickets. - Omniroute™
Auto-assigns emails, chats, and calls to your agents based on their available bandwidth to support customers faster
