Add Support Team employees to this group.
Robot that performs automatic actions.
A directory where you can add prepared responses for frequently asked questions.
First employee response
This field holds the time of the first response, which is recorded in the corresponding report.
Requests are changed to this status when the customer responds.
Colleague assistance needed
When a task has this status, a member of the support team can ask a colleague for help.
Manager assistance needed
This status should be used when a request can only be addressed with the help of a supervisor or higher-level manager.
This process holds all customizable automation.
All messages are created using this template.
Requests by Employee for the Last Month
A report that shows the number of completed requests for each employee for the past month.
Wait Time for the First Response for the Last 30 Days
A report that tracks the first response time for each customer and outputs the average for the day across all employees. The report also shows average response time over the last 30 days.
Average Time in Progress for the Last 60 Days
This report tracks the total time that each request has had the status "In progress," groups by employee, and outputs the average for the last 60 days.
Requests by Channel for the Last 60 Days
This report counts the total number of requests received through different communication channels in the last 60 days.
Processed/Not Processed for the Last 30 Days
A report that shows how many requests have been completed in the last 30 days and how many are still in progress.
Support Team Planner
A working area where everything is set up for support staff.
In this planner, supervisors or managers can monitor support team work and help team members solve problems.
This shows all requests that are still being worked on.
This list shows requests that have been processed.
A virtual email address where you can forward emails from your company mailbox.
A work environment that displays only objects and entities that are related to this configuration.