WORKFLOW

WORKFLOW

Give direction to the most complex tickets

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WORKFLOW

Establish troubleshooting playbooks for agents

Create an Edge, then add knowledge base articles that your agents can access to resolve tickets faster from within their ticketing system. Include resolution steps, templates and a central location for collaborative comments.

  • Create new Edges from emerging ticket categories
  • Add knowledge base links & upload files
  • Monitor comments and refine playbooks

Establish troubleshooting playbooks for agents

Create an Edge, then add knowledge base articles that your agents can access to resolve tickets faster from within their ticketing system. Include resolution steps, templates and a central location for collaborative comments.

  • Create new Edges from emerging ticket categories
  • Add knowledge base links & upload files
  • Monitor comments and refine playbooks

Manage escalations with clear workflow

Your team is constantly bombarded with new support tickets, but you can route them all to resolution with streamlined escalations. Merge duplicate tickets, then reassign the complex, high priority Edges to product experts for added context and insight.

  • Merge duplicate Edges
  • Reassign Edges to product experts
  • Monitor status for resolution

Manage escalations with clear workflow

Your team is constantly bombarded with new support tickets, but you can route them all to resolution with streamlined escalations. Merge duplicate tickets, then reassign the complex, high priority Edges to product experts for added context and insight.

  • Merge duplicate Edges
  • Reassign Edges to product experts
  • Monitor status for resolution

Get bugs fixed faster

Customer satisfaction hinges on great products, but disorganized bug reporting slows developers down from fixing issues fast. Prioritize and package Edges for developers in Jira with full context and simple replication steps for quicker resolution and happier customers.

  • Create Jiras with full, consolidated context
  • Include replication step documentation
  • Prioritize Edges by revenue risk

Get bugs fixed faster

Customer satisfaction hinges on great products, but disorganized bug reporting slows developers down from fixing issues fast. Prioritize and package Edges for developers in Jira with full context and simple replication steps for quicker resolution and happier customers.

  • Create Jiras with full, consolidated context
  • Include replication step documentation
  • Prioritize Edges by revenue risk

Reduce unplanned escalations

Reduce unplanned escalations
Reduce unplanned escalations

Built for your workflow

BOOST

Efficiency and automation at the frontlines

For support agents

ANALYTICS

Review trends and sentiment in real-time

For support executives

Collaborate with context

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