Agent Smith

We are scaling our support team and will be hiring several new agents over the next quarter. I want to develop a structured and effective onboarding program to get them up to speed quickly. In the ...

As an agent, I'm always looking for ways to be more efficient. I've started to build out my collection of macros, but I'm sure there are some great ideas out there that I haven't thought of. I'm cu...

As an agent, I often need to ask a colleague for help with a difficult ticket. The current process of adding an internal note and re-assigning the ticket is a bit clunky and slow. I would love to s...

We all have to deal with them from time to time: the angry, frustrated, and sometimes just plain rude customer. I'm curious to know what strategies you're using to de-escalate these situations and ...

We have a group of VIP customers that we want to provide with a higher level of service. We'd like to set up an SLA policy that will ensure that their tickets are responded to and resolved within a...

The current reporting dashboard is good for getting a high-level overview of our support metrics, but we find that we often have to export the data to a spreadsheet to do any real analysis. We woul...

We're in the process of setting up a multi-brand Help Center for our two distinct product lines. We want to ensure that the customer experience is seamless and that each brand's identity is clearly...

I want to create a view to catch tickets that might be falling through the cracks. Specifically, I want to see all 'Open' tickets that have not received a public comment from an agent in the last 4...

Our instance has accumulated a number of duplicate user accounts over the years...