Users can log in to the customer portal and get full access to the tickets they have created and know the status and update tickets
Create a to-do list for the team members. Tasks can be stand-alone and ticket-related. Ticket-related tasks prevent ticket closing before all the tasks get completed.
SLA plans to track tickets and due dates and sends overdue alerts and notifications on missed dates and escalate a ticket to high priority. We can create an unlimited number of SLA plans.
We can configure an auto-reply email using the auto responded feature when new tickets get generated or a new message delivered.
Transfer tickets between departments to make sure it’s being handled by the correct department and agents, or assign tickets to a particular agent or team of agents.
You can create help topics to streamline tickets for faster response and also make sure that tickets get assigned to the right department and agent.
This advanced ticket filter facility makes sure that the incoming ticket gets delivered to the right department and right person and triggers an appropriate action.
This feature allows the users to create a task or new tickets right from the original ticket thread. It will also keep a note of the original ticket.
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