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Support

A ticket queue with macros, SLA policies and reporting.

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Support turns escalations and inbound requests into tickets with owners and deadlines. Macros are the lever — most queues are dominated by a handful of repeated answers.

Every AI escalation — chat, SMS, email or a phone call — opens a ticket automatically, linked to the contact, the conversation or call, with an AI summary. A second escalation in the same conversation is added to the ticket already open rather than starting a new one.

How to

  1. 1

    Work the queue; assign tickets to people or teams.

  2. 2

    In Escalation Tickets, choose which escalations open a ticket and who gets them — the queue, one person, a rotation, or the contact owner.

  3. 3

    Write macros for your repeated answers.

  4. 4

    Set SLA policies so breaches are visible before customers notice.

  5. 5

    Watch CSAT and first-response time in Reports.

Ask Smooth Operator

  • “How is support doing?”
  • “How many open tickets?”

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