Keep A Tab On All Those Issues
Monitor every single activity that is being carried out to resolve customers’ tickets
Stay updated about all the work being carried out by your support team to resolve the tickets generated in your support center, with Customer360’s ticket activity monitoring features. Keep a tab on your agents to see if the customer support provided by your agents is up to the company standards. You can also share internal notes with your support agents to help deal with certain customer issues and queries. Here are some of those features that will help you monitor all the activities being carried out on the tickets in the support system.
Every ticket has its own activity log that keeps a record of every single action that has been carried on that particular ticket. The activity log, displays the name of the agent handling the ticket and his/her designation, the actions taken so far, the name of the customer raising the issue and the date and time when this particular activity was carried out. These activity logs give you a detailed view of the steps that are being carried out to resolve the ticket.
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Also visible below every ticket are any personal notes that an agent may have shared. These notes are visible to the agent who created it and the admin of the group to which this agent belongs. If the ticket has been assigned to a group, the other agents who are a part of this group will also be able to view the internal note and can add their own notes as well. Internal notes can be used by agents to communicate amongst themselves, as they are not visible to the customers. They are created to share ideas, suggestions and comments about the issue, query or the customer, with fellow support agents.
Colour coded messages and notifications make it easy for you to differentiate between the tickets. The status alerts that are visible next to the tickets in the listing page are all colour coded. Every status alert has a different colour so as to make it easy to discern between the tickets. The icons and notifications that appear next to the tickets on the listing page also have a specific colour allotted to each one of them. These colours help you identify the actions taken for those tickets directly from the listing page. Also there are unique icons to show the channel from which the tickets have been created.
Customer360 provides some solid filter options for you to search and manage your tickets. With the help of filters you can pull out a particular set of tickets from the ticket list without having to browse through the entire list. You can also save the filters that you use often, as views. The views that you create will appear in the view panel along with the default ones. With these views the tickets that you wish to keep a tab on are just a click away.