Support groups for efficient ticket assignment

Ensure best world class customer support every time by segmenting customers and agents into groups and directing tickets to the corresponding support group.

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Best world class service on every ticket!

Agent support groups

Agents who may handle conversations of a similar nature can be grouped. Grouping lets you streamline interactions and processes. Groups may be mapped to specific channels, or conversations may be moved to a specific group manually. You can have a load balance assignment turned on for assignment within the group.

Agent support groups in engagebay

Advanced ticket routing

EngageBay lets you create groups depending on how you want to define your workflow and organize your agents. One can create groups by skill, issue, 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 tickets from customers to that corresponding support group.

Advanced ticket routing in engagebay

Redirect Responses

Assign a group email address to each support group to ensure the query reaches the right place. Create a group for support, sales, billing, etc and assign them an email address that organizes tickets for that group and redirect replies to everyone in that group.

Redirect Responses in engagebay
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