Manage tickets, but smarter

View a summary of tickets in the Agent panel, streamlining the support process.

Automatically generate tickets with pre-filled data and chat history from chatbot interactions, streamlining the issue resolution process.

Seamlessly convert live chats into tickets to continue support or issue resolution, maintaining continuity and linkages between interactions.

Maintain a detailed record of all interactions within a ticket, providing full context to agents.

Define and customise ticket statuses to accurately reflect the lifecycle of customer issues.

Manage tickets originating from all channels in a single, centralised system.

Respond to and manage case updates directly through Yola or synchronise with your company's email system for seamless communication.

Prioritise urgent tickets automatically and escalate them as needed to ensure timely responses.

Employ tags and tag groups to categorise and organise tickets, aiding in management and reporting.

Direct tickets to the appropriate agents or teams based on predefined logic for faster resolution.

Facilitate collaboration among agents with shared views and notes, ensuring a unified approach to resolution.

Use and customise HTML template responses for consistency and efficiency in communication.

Refer and assign customer tickets to third-party agents or external teams while maintaining the ability to track all communications within the system.

Facilitates quick access to customer information and contextual information, such as chat history, notes, and tags, directly alongside the chat overview, boosting efficiency and providing a seamless workflow.

Access customer profiles, history of active or previous chats, tags, channels, and other details directly in the inbox panel for a comprehensive view of each customer.

Gather customer satisfaction feedback directly through the ticketing system to inform service improvements.