Support desk
Support tickets on the customer’s record, a queue ordered by SLA due time, internal notes and a breached-SLA count.
The problem
Support agents cannot see what sales promised or what the customer said on the phone, so customers repeat themselves.
Who uses it
- Support agents
- Support leads
Used by: Customer support
How it works
- Create a ticket with its priority and channel.
- Work the queue in order of SLA due time.
- Add internal notes, log replies and change status.
- Track breached SLAs.
What it does not do today
- SLA targets are fixed per priority and cannot yet be configured.
- No email-to-ticket, satisfaction surveys or customer-facing help centre.
Connected to
Support desk works on the same records and history as these parts of the platform.
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