Impressive support experience
Scale your support productivity with smart automation and thoughtful management. Create a seamless support experience.
Scale your support productivity with smart automation and thoughtful management. Create a seamless support experience.
Case management is the process that assists support executives in resolving customer issues as specified in the SLAs. It combines automation with the resolution process for efficiency.
Create cases directly from the customer emails by setting up Mailroom and transform email content into a case record.
Create a webform on the CRM and get its ready-made code to embed into your website code.
Set up assignment rules to assign cases to agents automatically. Pick between Round Robin and Least Loaded modes of assignment.
Set up email alerts to remind you of case deadlines. Configure escalation emails to be sent on SLA violations.
Help Desk Insights gives you metrics such as SLA performance, backlog numbers, violated cases, etc., to evaluate performance.
Find all records relating to a case in the One View widget of the Cases module. Reach out to the contact or organization pertaining to a case directly from CRM. Track all related cases, calls, and chats.
Take advantage of real-time metrics that indicate first response and due dates. Meet your Service Level Agreement conditions and deadlines with swift SLA insights.
Track the time spent on cases effortlessly with Timelogs. Create invoices for billable hours or deduct free support hours.