Reply to tickets created fhrough any support channel right from Sociomile. The replies will reach the customers through their prefered channel.
Use default statuses (open, pending, resolved, closed) to clearly communicate with the suctomer what stage the tiket is in.
Create automation rules to mark tickets from certain requesters or those carrying certain keywords as spam (or mark them as spam manually).
See information related to the requester of the ticket right next to it.
Filter tickets based on its properties like due by time, status and the agent who is working on the ticket.
Perform multiple actions like changing ticket properties and sending replies on multiple tickets in one go.
Export any list of tickets along with conversations and the properties of the tickets you choose. (in Excel)
Tag tickets with keywords. They can be used for search and for reporting.
Save answers as canned responses and insert them into your ticket replies with one click.
Track the time agents spend on every ticket.
Receive automatic updates on the ticket list and details page and get to know the changes made without manually hitting refresh.
See the complete history of the ticket, including which agent/automation rule modified which properties.
Filter your search results with all the ticket properties.
Set expectations with customers and agents on when an issue should be responded to and resolved using SLAs.
Define the working hours of your support team so SLA due by time is calculated based on business hours and not calendar hours.
Know which agent or group is working on how many tickets and their ticket statuses using the dashboard.
Support multiple products in your company using a single helpdesk. Set up different customer portals for different products and use automation rule to direct issues to different teams.
Assign a role to an agent to define what part of the helpdesk the agent can access.
Set up a template that auto-populates when agents hit reply so they save time spent on typing the reply from scratch and they get to know the tone and voice of the company.
See the values of major helpdesk metrics and see breakdowns based on various properties.
An analysis of the first response time, overall response time and resolution time of the helpdesk.
An analysis of the tickets created, tickets resolved and the unresolved tickes over time.
Export data from your helpdesk and analyse it with any tool you use.