Views help you organize your tickets by grouping them into lists based on different criteria. You can create a view for solved tickets that are assigned to you, a view for new tickets that need to be assigned, or a view for pending tickets. Using views can help you determine which tickets need attention from you or your team and plan accordingly.
A view consists of one or more conditions that define a collection of tickets to display. If the conditions are met, the ticket is included in the view. By using views you can easily search for tickets based on different criteria.
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Engagebay takes customer interaction to a whole new level with its Telephony feature. Make and receive calls with a single click without even leaving the system by integrating with third parties. Adding call notes will help you keep track of past conversations you had with your clients. Engagebay also lets you record important calls so that you don't miss out on needed information from your customers. Maximize efficiency and effectiveness of customer support by integrating with applications such as Twilio, SIP, Exotel, etc.
Call notes from your reps hold valuable information like key requirements, competitors in evaluation and more. Notes taken while on a call are automatically added to the interaction history of the customer who called, allowing reps to go back and reference key points from the call.
Use EngageBay’s Call Broadcast to automate the process of dialing numbers Unlike manual dialing, it auto dials the phone numbers pertaining to a selected list of contacts on behalf of the agents. Automated dialing system eliminates the various call constraints like misdialing, excessive wait time and call drops, etc. EngageBay Call Broadcast is widely used across many call centers as this significantly increases agent productivity.
EngageBay support ticket system lets you create a new support ticket each time someone calls for support. Service Bay acts as a shared inbox for all your customers’ questions and concerns. Track every customer interaction in one place so your support agents can provide a great customer experience. A support ticket system allows support teams to streamline customer communications in a single ticket, all within an organized workflow. This leads to quicker resolution of individual support requests.
One Call center might work for different online merchants, telemarketing companies, computer product help desks, etc. To avoid confusion and to redirect calls to the right help desk one can create groups depending on skill, issue, product, department, etc and organize agents in different ways, such as areas of expertise location, or departments. Create groups for sales queries Technical issues or billing related support etc and automatically direct incoming support calls from customers to that corresponding support group.
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