Answer questions quickly

Some tickets can be resolved quickly. Take care of them easily and automatically build a knowledge base/self-service portal as you go.

Log enhancement requests

Some tickets are really suggestions for new features. Make sure they are routed to the appropriate team and that nothing falls through the cracks.

Link tickets to issues and defects

Some tickets need to go to engineering to get fixed. Make sure that this happens and that all parties are kept in the loop.

Automate your workflow where it makes sense

Some things need to happen automatically, like the initial response to a customer, assigning open tickets, and escalating based on rules.

Don't automate where it doesn't

Other things require the human touch with personally crafted responses, phone calls and intervention.

Your support team always has full information

Status of related tickets defects and features, discussions with engineering & sales, past conversations, all in one place.