Generate tickets via email, live chat, and online forms.
Form teams to manage tickets according to workflow, customer, department, and other criteria.
Automatically assign tickets based on the team’s workload.
Tailor workflows for each team with distinct or shared stages.
Assign custom email and SMS templates to stages to notify customers when their ticket progresses to a new stage.
Develop and oversee service level agreements based on customer, priority, team, or ticket type.
Monitor the time spent on tickets and generate invoices for that time to bill customers directly.
Gain a comprehensive view of team and individual employee performance, along with the success of SLAs.
Collect and monitor customer feedback on individual tickets.