Automation is what humans rely on, in all aspects of the life. Handling customer support is the core part of a company and automation in handling tickets gains a vital importance.
What if when u fail to notice a ticket of the most valuable customer? What would happen when a ticket is not being handled for a long period? These crucial cases may affect the relationship with the customer. We cannot depend on humans because humans are liable to errors and they need to be monitored all the time.
How good it would be, if a ticket is automatically assigned to a group or an agent or a product ? How better it would be, if the user or a group is notified about the ticket which has not been handled for a long time? How best it would be, if the priority of the ticket is assigned automatically? How wonderful it would be, if an admin or a manager can set a time limit for the tickets which are unassigned, unhandled and unresolved based on its priority and get informed with the details of the ticket violating the time limit.
Vembu HelpDesk, developed for intelligent and interactive customer support featured with the answers to the questions asked above. Vembu Helpdesk allows company admins and managers to set an automation and Service Level Agreements facilitating them to set rules, monitoring the performance of the support team, verifying whether customer queries are answered and meeting the requirements without any delays and flaws.
AUTOMATION IN VEMBU HELPDESK
In Vembu HelpDesk we provide numerous automation rules which can be set up by the admin or the manager. Following are some of the available rules which can be set.
- Mapping a ticket to a particular group or product when the ticket is from corresponding email IDs.
- Assigning a ticket to a particular agent with certain priority when the ticket is from a particular email ID or a group or a product.
- Auto closing the tickets when the tickets are not closed before a certain period of time.
- Customers can be notified when the ticket has been resolved or closed or left pending.
- The group can be notified that the ticket has been assigned to the group with priority urgent .
- The agent can be notified if the tickets have been raised from a particular email ID and has high priority.
SERVICE LEVEL AGREEMENTS
These are the ways by which we allow the admin team to set up some criteria for the ticket to be handled and actions to be taken, if a criteria is violated. Some of the service level agreements which can be set are listed below.
- When the ticket is being assigned to a particular group or a product with priority urgent and tickets are unhandled within the specified time, Vembu Helpdesk notifies the members in that group.
- When the status of the ticket is new with certain priority,unassigned within a particular time the ticket can be assigned to a default agent.
- When a ticket is from a particular domain and it is unassigned or not replied within a specific time, the Vembu Helpdesk notifies the user
To know more about Vembu HelpDesk, please click here.
Got questions? Email us at: vembu-support@vembu.com for answers.
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