We’ve rolled out new enhancements to improve efficiency, streamline workflows, and enhance communication. From bulk actions and smarter ticket management to seamless integrations and automated processes, these updates are designed to optimize your experience. Check out what’s new!
AI Reply on Emails
We’re introducing AI-Powered Smart Responses to help you communicate more efficiently. This update enables users to generate intelligent, contextually accurate replies effortlessly using our advanced LLM. Just input your data, and the system will craft responses to streamline your workflow.
Bulk Reply on Tickets
Save time and streamline your workflow with our new bulk reply feature. Select multiple tickets and send a single response to all at once, reducing effort and improving efficiency.
Enhanced Ticket Data Export in XLSX Format
You can now export ticket data in a XLSX file for a more streamlined and customizable data management process. This update ensures precise and efficient handling of your ticket data, making it easier to analyze and share.
‘My Export’ Feature for Easy Access
The new ‘My Export’ feature lets you track and re-download previously exported CSV files directly within the system. This enhancement simplifies file management and reduces backend load, giving you effortless access to your export history.
First Response Time (FCR) Now in Dashboard and SEIRA Reporting
Admins can now monitor and analyze response efficiency at the ticket level with the addition of First Response Time (FCR) in Dashboards and SEIRA Reporting. This enhancement provides clearer insights into your team’s performance.
New Agent Availability Dashboard for Admins and Supervisors
Admins and supervisors can now monitor agent availability more effectively with the new Agent Availability Dashboard. This feature consolidates status updates, including breaks and lunches, and allows centralized updates that override self-reported availability.
Bulk Update Ticket Fields
You can now update attributes like Status, Priority, Stage, Type, and SubType across up to 20 tickets at once. This feature streamlines your workflow and saves time by eliminating manual updates, making ticket management more efficient.
Bulk Close Feature for Tickets
Efficiently close multiple tickets at once with the new Bulk Close feature. Use standard and advanced filters to select and close up to 20 tickets at once, streamlining your workflow and boosting operational efficiency.
Notifications from Incoming Emails
Notifications are now sent from the same email ID used to generate the ticket, ensuring customers can easily identify and track communications from the original contact email.
Google Reviews on Service CRM
Connect your Google Business page with Service CRM to track and manage reviews effortlessly. This update enables automated ticket creation for low-star ratings or specific comments and lets you define up to 15 keywords to convert feedback into tickets, streamlining your response process.
Automatic Chat User Assignment Updates
When a user is removed from an active service group, their assignment rules will automatically deactivate. New users added to the group will be included in the updated rules, keeping chat assignments current and workflows streamlined.
Automatic Ticket Creation for Incoming Calls
Managing calls is now easier with a new toggle feature that automatically creates a ticket for every incoming call, streamlining user tracking and logging.
Update Ticket Ownership for Deactivated Users
When a user is deleted from Service Cloud, any tickets previously assigned to them will now be marked as “Unassigned.” This ensures better ticket handling by preventing assignments to users no longer in the system.
