Time Zones

Global footprint of any organization brings in the complexity of managing customers from various timezones and the support teams sitting in different time-zones. EazeSupport allows you to map the time-zone of each customer location and also for individual support reps. Everyone gets a view of time which is consistent from their location at the same time ensuring that the hours are captured accurately.

Working Days and Working Hours

Customer working days and working hours can be configured. Tickets can be classified based on the time and day of the week and appropriate SLA mapped to it. Support reps can also have a calendar and working schedule which mirrors the customer even they are in different time-zone.

Support Groups Structure

Team of Support Representatives can be grouped together to ensure visibility and team working. The handling of tickets, management of escalations and distribution of work load can be done dynamically by the Group leader. All this is facilitated by the helpdesk software.