Agent Jones

We are considering moving away from the traditional Tier 1/Tier 2/Tier 3 support structure. The handoffs between tiers are causing delays and information loss, leading to a frustrating customer exp...

Agent burnout is a serious issue in the customer support industry, and our team is starting to show the signs. We're seeing lower morale, higher absenteeism, and a drop in CSAT scores. I'm looking ...

Our support team is now global, with agents dedicated to specific languages (English, Spanish, French). We need a way to automatically route incoming tickets to the correct language queue. Currentl...

Sometimes, I need to put a ticket on hold and follow up with the customer at a later date. For example, if a bug fix is scheduled to be released in two weeks, I'd like to be able to set a reminder ...

I have been experiencing a frustrating issue with the 'Next Ticket' button. When I am working through a view, I will click the button to move to the next ticket, but it will sometimes skip over one...

We often have tasks that need to be done at a later date, such as following up with a customer, or checking on the status of a bug fix. It would be great if we could schedule these tasks as tickets...

We are trying to perform a full JSON export of our ticket data for our internal data warehouse. We've noticed that the export does not include the values for any of our custom ticket fields. The st...

Our support team often needs to perform complex searches for tickets, and the current search bar, while good for simple queries, falls short for our needs. We'd love to see an advanced search query...

As our company grows, our knowledge base is becoming increasingly difficult to manage. We have a lot of outdated articles, and it's becoming a challenge to ensure that our customers and agents are ...