Time-based customer support automation

Time-based customer support automation

WP Ticket allows you to save time and effort by automatically performing repetitive tasks on a time schedule - letting your agents focus on solving customer problems.

WP Ticket WordPress plugin is integrated with EMD Scheduler time-triggered automation system. (Enterprise edition only) EMD Scheduler scans all your support tickets and agent records once every 5 minutes and checks on the conditions you set in the configuration of a scheduler unit for a certain time period. If the conditions are met, the actions set in the configuration of a scheduler unit are performed.

Using the integrated EMD Scheduler, WP Ticket customer support system enables your team to effectively maintain support SLAs, alert certain agents or departments on VIP issues, escalate priority support tickets, and follow up with end-users automatically. With Time-Based Automations, your help desk team can focus their time on solving customer support issues instead of spending their time and effort on time-consuming tasks.

Schedulers are run every hour checking certain conditions after a period of time. 

Here are some of the common uses for schedulers:

  • Notify support agents of a department when a ticket has not been assigned for a certain number of hours.
  • Notify a supervisor if a support ticket remains unresolved for a certain number of days.
  • Notify the assigned agent when a ticket has been updated by a customer after a certain number of hours.
  • Close tickets if there is no response from a customer after a certain number of days.
  • Maintain customer support service level agreements.
  • Escalate the priority of certain tickets if they are tagged as "VIP" and not resolved after a certain number of hours.

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