1. Operations Console
2. Case Board
3. Intelligent Alerts
with SupportLogic SX Support Operations
Monitor cases in real time, spot cases that need attention and fix problems before it is too late
Quickly identify SLA targets that are about to be breached as well as customers expressing negative sentiments or requesting escalations.
Never duplicate efforts with your peers; acknowledge a case to signal that you've got it handled.
Share the case and customer sentiment with anyone in your organization (even those who don't have access to your ticketing system).
Invite subject matter experts, sales and customer success team members to provide additional customer context and resolve issues quickly. Annotate case data and start an internal conversation thread.
Add internal case notes for support engineers or send messages to your customers directly without having to context switch.
Track case backlog by sentiment score, attention score, case age, last response and a myriad of other signals
Supercharge your backlog management with custom lists based on case sentiment, urgency, and signals such as escalations.
You can access case data and the entire case history with just one click from any case list.
Create custom case lists, you can leverage any one your existing case fields or the signals extracted by NLP.
Increase your visibility and get intelligent notifications based on many events
Leverage the power of NLP to get notified in real-time when a customer is unhappy, or a case is likely to be escalated.
Configure alerts to your heart's content with quick drag and drop functionality. Create personal alerts that notify only you, or system wide alerts for a wider audience.
Receive alerts in real-time via Slack, MS Teams or email.
Receive API callback when an alert event is triggered. Add custom payload to include additional case details. Integrate the API to any one of your internal applications.