Tickets and SLAs
A request that goes beyond a simple conversation becomes a tracked ticket, with a target response time and a full history.
Turning a conversation into a ticket
From the inbox, turn a conversation into a ticket in one click. The ticket keeps the link to the original exchange and to the contact's record.
Target response times (SLAs) by priority
Define your target times for first response and for resolution, by ticket priority. A ticket approaching its deadline moves up the queue; a ticket that passes it displays the "Overdue" badge, visible without having to open each record.
Analytics
Analytics measure, per channel and per agent:
- ticket volumes,
- response and resolution times,
- customer satisfaction.
These figures are tracked over time so you can check that your service promises hold.