Watch your escalations
One morning message with every escalated ticket, how long each customer has waited and what's holding up the answer. When a promise is about to break, it chases the owner.
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Your Company
Channels
# general
# team
# support
# sales
Apps
Concrete
# support
ConcreteAPP8:30 AM
- 3 escalated tickets
- Casey: waiting 2 days, export fix promised today
- Dana: waiting 4 hours, billing question
3 checks
@Priya Casey was promised the export fix today. Can you get to it?
What it does
- 1
Reads escalated and overdue tickets
- 2
Checks each one's last reply and owner
- 3
Chases the owner before a promise breaks
Works with
- Zendesk
- Intercom
- Slack
Asks first. Anything that changes a record or reaches a customer waits for your yes in Slack.
More it can take on
- Support
Triage the support queue
Drafts replies from tickets you've already solved, and routes the rest to the right person. - Support
Spot recurring issues
Tickets grouped by what went wrong, so you see the problem before it's a spike. - Support
Hear your customers
Every satisfaction rating and survey answer sorted into themes, with the quotes that matter.