Role visibility alongside the name to give 100% transparency and easier auditing for Action tickets.
Inform other users within your organization during workflow management by tagging them in the notes section.
See a holistic view of the previous tickets created by the same user.
Document and reference reason for reopening a ticket.
Ability to automate ticket status updates based on additional factors to provide more flexibility in assignment for Survey and Review Action automations.
13 keyboard shortcuts in the Actions module added to improve efficiency of use and accessibility.
"Resolution Rate within SLA" allows to quickly see how a locations are performing against SLAs.
Use metadata as criteria in Automations to set up a wide variety of Actions workflows.
Map Actions export data with Surveys data for custom analysis outside the platform.
DateTime variables in ticket responses convert to the location's timezone.
Receive notifications for tickets from channels you own.
Receive notifications for tickets you own.
Manage PII visibility settings for Actions separately from the platform.
Improved Actions onboarding with vertical specific out-of-the-box setup.
Email format changes when size exceeds 10 MB for more reliable delivery.
View custom ticket details even after tickets are closed.
Configure email, mobile, and in platform notifications when ticket statuses change.
New Actions closing reasons chart available in Reports.
Automatically view existing tickets that contain a specific phone number.
Require tickets to have at least one tag prior to closure.
Save time actioning tickets with the new quick action buttons.
Manually create tickets in Actions with less confusion.
Quickly identify workflow bottlenecks with simplified progress summary charts.
Include five new Actions charts in your custom dashboards.
Take action on customer quotes by creating a ticket for follow-up.
Actions solution is now compatible with Screen Readers.
Manage your tickets on-the-go with immediate mobile push notifications.
Add new ticket details to your dashboard for increased visibility and reporting.
Enjoy a modern take on case management.
Limit which user roles can modify the Reasons for Closure or Root Causes when closing tickets.
Easily turn automation rules on/off.
Included attachments when forwarding tickets to other users.
Check for an existing ticket prior to adding a new one.
Celebrate the official launch of the Actions solution!
See a log of all notifications you have received.
Delete tickets that require no action.
Manage user-level notifications in bulk by applying role-based notifications.
Require custom fields, such as Patient ID or Vehicle ID, on tickets that have a custom ticket type.
Configure your own notifications for new tickets and ticket updates.
Provide a root cause for ticket closure.
Use the Reputation Manager app to manage Actions (Public Beta).
Auto-populate ticket fields using answers from a survey.
Compare your locations' ticket progress by region, brand, or custom filter.
Filter tickets generated by specific survey templates.
Standardize explanations for ticket closures.
View a summary of actioned tickets in a report format.
Tickets have been renamed to Actions.
Define expressions for calculated custom fields.
When manually creating a ticket for customer feedback, capture their appellation and quickly input address details.
Include the auto-applied data science review categories in your export.
Limit which user roles can view/add/edit/delete attachments on tickets.
Forwarded tickets now include Notes.
View the count of notes per ticket from the Ticket Dashboard.
Showcase your team's closure/response performance, and understand how your backlog has changed during the selected date range.
Create tickets based on responses to specific questions/answers within a Survey 3.0 template.
Apply a ticket type upon creation based on dynamic criteria, such as a response to a survey question.
Avoid overwriting other users' ticket changes.
Forwarded tickets now contain Ticket Type and Ticket Change Log.
Add file attachments to tickets, or download attachments.
Require your staff to provide an explanation when closing a ticket.
Hide ticket details that are not needed for your workflow.
Filter the ticket dashboard by ticket type.
Hide ticket details that are not needed for your workflow.
The Reputation Manager app dashboard loads 6-10 times faster (for users with 1,000 locations).
The Ticket Dashboard export csv includes more data that is relevant to your reporting needs.
Allow ticket takers to choose more than one option within custom fields.
Configure ticket stages as "On Hold" to stop the clock for that particular stage so that it doesn't factor into total resolution time.
Track additional context details directly within a ticket instead of referring to external sources.
Monitor how your team is using the Tickets module.
Team members can receive automated notifications when tickets are soon to be due or past due.
Automatically assign tickets to a different queue, apply tags, or set to a new stage within a ticket rule.
You can now see whether tickets in a queue or at a location are primarily positive (compliments) or negative (complaints).
You can now access ticket reports from a central location.
Export Tickets data for further analysis using any Business Intelligence tool.
Control which Tickets events you're notified about.
Understand which areas of the business are actively contributing negative customer experiences.
Provide an explanation for closing a ticket.
Share ticket details with others via email.
Quickly view the activity history for at ticket.
Customize ticket creation rules.
Add a Service-Level-Agreement (SLA) completion target to tickets.
Find tickets by when it's expected due
Identify ticket leaders by queue, source, or location.
Easily find tickets by keyword.
Understand the state of your ticket backlog at-a-glance and in detail.
Create, find, and close tickets more easily.
Add notes to a ticket without leaving your inbox.
Flag/unflag or publish/unpublish a review without leaving the ticket detail view.
Customize the stages of tickets to find what you're looking for more easily.
Improve workflow by automatically closing tickets after responding.
Manage ticket details more efficiently.