Give your eyes and computer a rest with dark mode
Easier on the eyes. Reduce eye strain, especially in low light.
Saves battery. Extend battery life on OLED/AMOLED screens.
Better focus. Less bright light means fewer distractions.
Accessibility. Ideal for those with light sensitivity or visual impairments.
Sleek look. Enjoy a modern and stylish interface.
Fancy trying it?
Keep track of your ticket management with the new "Handling time by status" report.
This report gives you a clear view of how long tickets stay in each status and how much time they spend with different agents or teams. By understanding these patterns, you can easily identify where delays are happening and take steps to improve your response times οΈ
Use this report to:
Track the median of how long tickets are held in the Open, Pending, and On Hold statuses.
Compare different team performances.
Assess individual agent efficiency and identify training needs.
Get a daily breakdown of handling times by status.
Identify delays. Spot teams or agents with longer handling times.
Improve processes. Implement changes and monitor their impact.
Track performance. Get insights at the team and agent levels.
Start using this report today to refine your processes.
Check out the updated reports section with new tables that will give you a clearer picture of how your agents and teams are doing.
Hereβs what you can do:
Track the ticket journey. Follow your tickets as they move through each status. Need to speed things up? You'll easily spot where delays are happening.
Compare your teams. See how different teams are performing side by side. Who's leading the pack, and where can you focus on boosting results?
Explore agent performance. Dive into individual agent stats within each team. Highlight your star players and figure out who might need a bit more support.
Get a daily breakdown. Review your reports with a day-by-day view, tailored to the type of report you're focusing on.
Ready to take a closer look?
Take the plunge and see how these new report elements can serve you
Introducing your new feature for smoother, more efficient interactions β automatic language detection!
Here's how it can help you in daily ticketing:
Recognizes language instantly. As the requester writes their first message, the system automatically detects the language for you based solely on that initial message.
Supports multiple languages. Whether it's English, Spanish, French, or any other supported language, the system details all tickets with the correct language.
Automates actions. Use detected languages as conditions to trigger specific workflows. Automatically route tickets to the right teams or agents, send custom responses, and streamline your assistance based on language.
The language detection is available on every plan.
Start enjoying effortless, multilingual communication and smarter automation in your workflows!
Keep tabs on all system changes with the audit log. It's your go-to for a clear view of everything happening in your HelpDesk οΈ
As an admin, you can use the audit log to browse through relevant information, such as:
Change area: See where specific changes happened.
Author: Find out who exactly made the changes.
Date: Check when each change was made and keep a timeline of events.
Such a detailed log is invaluable for maintaining operational integrity and can be crucial when you need to troubleshoot or review past actions
The audit log is available in the following plans:
Business plan: Access a 30-day history of all changes. Ideal for short-term tracking.
Enterprise plan: Enjoy a 365-day history, perfect for long-term auditing.
Stay on top of your team's actions with our new audit log, making oversight and management easier than ever! With every action recorded, you can enjoy peace of mind and expand your HelpDesk management capabilities.
Automatically distribute tickets to your team and achieve a balanced workload and quicker response times. Set it up for round-robin, random, or specific agent assignments.
Optimized workload. Prevent overload and keep your team productive.
Smarter distribution. Confirm that all tickets go to the right experts.
Increased flexibility. Assign tickets only when agents are available.
Improved accountability. Establish a clear division of responsibilities.
Keep certain agents out of auto-assignment in a team, ideal for managers or others who shouldn't be overloaded.
Turn off auto-assignment for someone, perfect for holidays and OOO. They won't get new tickets and can fully disconnect. Adjust auto-assignment settings per team, but note that an agent's profile setting always takes precedence.
Use round-robin to distribute the workload evenly among agents, guaranteeing no one gets too many tickets.