To keep customers satisfied, businesses prioritize reducing resolution time as much as possible without compromising the quality of their service. This can be a challenge, but is achievable with strategic ticket routing.
For example, an urgent customer issue lands in an inbox that is already flooded with emails. By the time the agent spots it, the delay would have cost valuable response time. Instead, proper routing will ensure agents receive immediate notification for urgent issues on chat services, so they know to make them a priority.
Many businesses prefer using chat platforms for important updates and critical issue handling. This ensures critical messages land where conversations are already happening, making it easier for agents to see, respond, and collaborate instantly without missing.
Tickets
|
Subject: ${tickets.$subject}
Ticket Number: ${tickets.$ticketNumber}
Ticket Description: ${tickets.$description}
Contact Last Name: ${tickets.contactId.$lastName}
Assignee Last Name: ${tickets.assigneeId.$lastName}
Status: ${tickets.$status}
Due Date: ${tickets.$dueDate}
Priority: ${tickets.$priority}
|
Tasks
|
Subject: ${tickets.$subject}
Task Owner Email: ${tasks.owner$emailId}
Status: ${tasks.$status}
Due Date: ${tickets.$dueDate}
Priority: ${tickets.$priority}
|
Events
|
Subject: ${tickets.$subject}
Contact Last Name: ${tickets.contactId.$lastName}
Event Owner Last Name: ${events.owner.$lastName}
Status: ${events.$status}
Priority: ${tickets.$priority}
|
Calls
|
Subject: ${tickets.$subject}
Contact Last Name: ${tickets.contactId.$lastName}
Call Owner Last Name: ${calls.owner.$lastName}
Call Status: ${calls.$status}
Priority: ${tickets.$priority}
|
Accounts
|
Account Name
Account Owner Last Name
|
Contacts
|
Contact Name Last Name
Contact Owner Last Name
|
Products
|
Product Name
Product Owner Last Name
Product Code
|
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