Use ticketing to manage all customer requests
All customer requests are converted into tickets for agents to respond and resolve. AI detects customer intent to automatically categorize, prioritize and assign tickets to the right teams. Automated notifications keep all parties informed and time-tracking and SLA threshold help agents work efficiently. Deliver exceptional customer experiences and reduce costs with collaborative ticket management
Gathers, organizes, prioritizes, and resolves customer
Ticket Management
Convert customer issues raised from any channel into tickets to track, assign and resolve efficiently Gathers, organizes, prioritizes & resolves customer issues.
Shared Inbox Support
Bring all your channels and customer data into one shared inbox for agents to resolve customer issues
Collaborative Ticketing
Resolve issues as a team with shared inbox and collaboration features. Mention colleagues, share work by assigning tasks
Support Multiple CRM
Leverage 360 view of customer context with data from journeys, external platforms (e.g. shopify) and past requests
SLA Management Support
Use Service Level Agreement thresholds to set performance standards and time-tracking to monitor adherence
Automate - Repetitive Work
Automate repetitive work with easy to create workflows with triggers, conditions, and actions to free up agent’s time
Customizable Ticketing
Add custom fields and views for your specific business needs. Customize rules to automate your business processes
Communication Services
Configure multiple teams & Connect them withservices like intelligent routing, transfers, conferences, etc.
We have omnichannel ticketing support which helps to convert Customer issues into tickets from any channel in eServeCloud.
Tickets for All Channels
Customer issues from all channels – email, chat, messaging apps etc. converted into tickets
Tagging & Prioritization
Using Ai detection intelligently categorize, prioritize and route tickets to the right agents
Snooze for Selected Durations
Snooze tickets for selected time periods while waiting for customer response or task completion
Make Bulk Updates
As a agent or supervisor Select multiple tickets from a view and make bulk changes of status, tags, priority assignment, etc.
Customizable Attributes
Add customs attributes to your tickets to store data specific to your business. Use these attributes in segmentation, business rules and for viewing
Smart Notifications
Enable default notifications or create your own message templates. Trigger business rules to send notification based on various events
Wrap-up and Disposition Codes
Categorize all ticket resolutions with pre-defined disposition codes for insights into support performance
Private Notes with @Mentioned
Mention colleagues in private notes to solicit feedback on your open issues. Colleagues get notified and can respond
Shared Omni-Channel Inbox
All customer conversations and details in one shared inbox
- Customer requests from all channels brought into one inbox
- View customer details including profile data, journey info, data from integrations
- Create views to bring forward specific work items – e.g. my work, share with team etc.
- Integrated productivity tools help agents quickly resolve issues
Collaborative Ticketing
Tools to help teammates to work together on issues
- Assigned and unassigned work items can be viewed and shared with all team members.
- Agents can add “followers” to create an ad-hoc team for collaboration
- Agents “mentioned” in private notes receive pings and can respond with suggestions
- Create tasks and assign to team members to share workload and jointly work on customer issues
SLA Management
Set and monitor the standards for your support performance
- Create different types of SLA policies for ticket types, customer or channel types e.g., social, email or chat
- Automatically track time, remind agents of approaching violations, save adherence data with ticket
- Setup SLA workflows to send notifications, escalations and assignment changes etc.
- Save SLA adherence data with the ticket record and monitor performance in the SLA dashboard
Automation & Workflows
Automate repetitive work and free agents for complex tasks
- Use library of pre-build (timed and triggered) business rules to off-load repetitive work items
- Create new automation flows using graphical flow designer
- Respond faster using macros with placeholders for customer variables
- Send automated notifications with customized message templates
Customizable Ticketing
Make it your own ticketing with your data and workflows
- Add custom attributes to collect your business data in ticket and customer records
- Setup workflows to act on ticket changes and smart notifications to keep parties informed of changes
- Customize views to segment tickets for prioritized handling; setup detail cards to display your information
- Enable AI to automatically categorize and prioritize tickets based on the customer queries
Leverage contact-center like communication services
Intelligent routing
Route calls to teams based on customer intent and pre-chat forms. Use round-robin or skill-levels to select agents.
Agent Presence
Agents declare availability by setting their presence – available, busy, on-break or away. Only available agents can receive synchronous connections
Ticket Assignment
Asynchronous messages such as email or SMS/WhatsApp can be assigned to agents regardless of their availability
Powerful Queuing
Chat requests can be queued when all agents are busy. Customizable waiting messages are sent to customers. On timeout, customers can be re-routed to other queues
Queue Business Hours
Set locale and business hours for each queue or agents with rules for handling out-of-hours messages of business
Wait Times & Wait Messages
Enable default notification or create your own message templates. Trigger business rule to send notification based on event.
Conferencing System
Allows agents to bring advisors or supervisors into the conversation for consultation or jointly working on the issue to solve customers problem
Warm & Cold Transfers
Send the customer to another team or queue by transferring the conversation. Use warm transfer to consult first.
Ticket Analytics
Measure and improve your customer service performance
- Use built-in reports to monitor your helpdesk productivity
- Ticket dashboard lets you select KPIs, charts and tables to visualize support performance
- Build custom dashboards from library of pre-configured widgets or create your own visualizations with no-code tools
- Share dashboards across teams to make your help center data performance driven
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