Respond to customers in the nick of time
In customer service, time is everything.
Quick response and resolution can set your customer service apart from the competition. That means you can't afford to lose track of pending tickets or responses. With time-based ticketing system workflows, you can configure the rules to be triggered when a timed event occurs.
For example, agents are notified when a ticket is pending for more than a specified number of hours, or when a response has been left unread for a certain amount of time. Similarly, an email can be sent to supervisors if a ticket remains unassigned for a set period, or when an agent spends more than a certain number of hours resolving it. You set this up as a single ticketing system process flow inside Zoho Desk to optimize your support efforts.
Ticketing system process flow improves first contact response time and customer happiness ratings.