Jennifer Thomas

We've been collecting customer satisfaction scores for a while now, but I feel like we're not using the data to its full potential. We review the scores on a weekly basis, but I'm looking for more ...

We are looking for a way to streamline our ticket routing process. We receive a high volume of tickets, and we'd like to automatically assign them to the correct team based on keywords in the ticke...

I'm interested to know how other teams are using the 'problem' and 'incident' ticket types. We're currently using them to track major outages and bugs, but I'm not sure if we're using them to their...

Dealing with difficult or irate customers is a part of every support professional's job, but it's never easy. I'm curious to know what strategies and techniques others are using to de-escalate thes...

We are always looking for ways to improve our support workflow and make our agents' lives easier. I'm curious to know what third-party integrations you are using and which ones you have found to be...