Create and Assign Ticket
Tickets can be created through multiple means
- Through self service portal
- Manually by a backend call center executive
- Automatically through email
Manage Routing
All tickets get routed through the assignment rules and are assigned a status as
per the customer SLA plan. Manual overrides to the routing logic allows exception
handling and work balancing. The group leader and Support Representatives are able
to control the flow of ticket through the system.
Get Approval and Close
Customer approval might be needed before some tickets can be closed. The assigned
support representative can take an email or telephonic approval from the customer
based upon the designed process and update the ticket status.
Provide Feedback to Customer
Informing customers of issues or potential delays well in time goes a long way in
keeping them satisfied. The agent can send out an email from the system and keep
the communication going on. A track of all the communications is maintained in the
system.
Get Customer Feedback
Feedback from customers is invaluable to keep a tab on the quality of resolutions.
EazeSupport allows the customer manager to get feedback from customer on a case
by case basis to assess the performance of support team.