Ticket Changes Notifications
Nobody wants to watch the support window whole day and wait for new tickets from your customers.
To optimize time of your agents, we implemented powerfull notification engine,
which will allow your agents to work on different tasks in time, when they doesn't need to answer specific tickets.
Small example:
Imagine, that you have agent, which is answering just tickets assigned to queue Orders.
He can be e.g. accountant in your organisation, but time to time he needs to answer also some customer tickets regarding orders.
Your agent is not interested in tickets assigned to other queues and he doesn't want to watch whole day all incomming mails, if there is any for him. He wants to be notified by system automatically by mail in case in his Queue will be any change of any ticket and just after this notification he will start to work on his ticket.
What SupportCenter offers for such agents?
- Easy way how to setup own conditions, when should be notification sent
- Agent can monitor queue changes, status changes, priority changes, owner changes just for tickets they like
- Easy way how to define content of notification mail
- Define multiple different notifications (e.g. for different queues they can have different content of notification mails)
Keep your customers informed about changes in their tickets
Administrator has rights to define global notifications, which can be sent also to your customers or to manually defined mail addresses in case there will be any change in ticket.
You can inform your customer in case e.g. agent working on ticket was changed, ticket was reassigned to another Queue, priority of ticket changed or status of ticket was changed.
