Support requests arrive from everywhere with no number and no priority, so the urgent one is lost. What is needed is a ticket with a priority and a response target.
A target per priority, counted in working hours only — the night is not held against the team.
Replies to the customer and notes only the team sees, on the same ticket.
Targets met and average response time.
Your reply reaches the customer by email, and they reply from their own page — it lands on the same ticket and takes it off “waiting on the customer”. An internal note is never shown to them.
On one set of data: what happens here reaches these apps without anyone retyping it.
In working hours only: a ticket that arrives in the evening is not charged for the night.
No. Internal notes are for the team only; only replies reach the customer.
In the Knowledge app in the same workspace, searchable in Arabic. A direct link between a ticket and an article is not built yet.