Customer support workflows help you automate the routine administration of incoming tickets and the process that moves them through to resolution. Use workflows to set priority, status, route incoming tickets and ensure your SLAs are met.
Put in place support workflows that automate the process of assigning priority to incoming support tickets. Use Agile CRM’s web rules to set the criteria that determines a ticket’s priority and the system will automatically prioritize the ticket.
Configure the system to update the status of an open helpdesk ticket when specified actions have been taken. For example, use a trigger that tracks responses to open tickets and changes their status to “Replied.”
Create workflows that recognize the customer submitting a new ticket, then routes that ticket to the appropriate support rep based on pre-set criteria that you define.
Set up support workflows that track open cases and alert you when the ticket’s service level agreement resolution time exceeds the due date, expediting case closure and keeping your team focused and on track.
By putting in place workflows that define the processes that your team is expected to adhere to, you align all your support reps around those processes. Customers expect consistency in customer support, and with Agile CRM’s workflows, you can easily give it to them.
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