Automation
5 min read
Support escalations without the copy and paste
Escalating a ticket should not mean rewriting it. Here is how teams pass context along automatically.
DO
David Okafor
Head of Customer
When a support ticket needs a specialist, the agent usually copies details into a message and hopes nothing is missed. The specialist then asks the same questions again.
Send the whole picture
An escalation workflow can pull the ticket history, the account plan and the last few events into one summary. The right person gets everything in one place and can reply right away.
Close the loop
Once the specialist answers, the workflow posts the reply back to the original ticket and updates the customer. Nobody has to remember to follow up, and first response times drop.
Questions or ideas? Email hello@cinder.ai and we’ll write back.
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