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 support ticket system collects all customer support requests from a wide range of sources and manages them in one location. 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.
Increase your team productivity by automating your customer support queries. Assign the tickets to a specific agent or a department, close the tickets automatically based on the ticket status, you can send notifications to your agents to respond to a specific customer query, etc.
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 or 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.
Get a complete grasp of your support processes and numbers using our powerful reporting module. All the data you require to make meaningful decisions is available at your fingertips. Slice and dice the data in as many ways as you want. Draw meaningful insights and streamline support process and boost efficiency.
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