Platform Guide

You will need to:

• Define who handles each ticket queue and what access they need.
• Track ticket ownership, priorities, and SLA status consistently.
• Share workflows and reporting standards across your whole team.

Roles and permissions

Start by creating clear role boundaries: admin, supervisor, and agent. Admins manage workspace-level settings, supervisors monitor queues and SLAs, and agents handle daily conversations. This structure reduces accidental configuration changes and keeps escalations predictable.

If your team is growing fast, keep sensitive actions restricted to admins and use supervisors for coaching, QA reviews, and workload balancing.

Ticket workflow structure

Use a simple status model first: New, Open, Waiting, Resolved. Add custom states only when needed. Teams perform better with a short, consistent workflow than with many overlapping statuses.

Assign ownership early in the lifecycle and maintain one clear owner at a time. This prevents duplicated responses and makes handoffs traceable.

Automation rules

Configure automations to route by channel, intent, or customer segment. Use macros for repetitive replies and escalation rules for high-priority requests.

• Route urgent tickets to a dedicated queue.
• Auto-tag conversations to improve reporting quality.
• Trigger follow-up reminders for waiting states.

Inbox channels

Connect every active support channel and map each one to a clear queue owner. Keep naming conventions and SLA policies aligned so agents can triage quickly regardless of source.

Reporting cadence

Review first response time, resolution time, reopen rate, and queue backlog each day. Run weekly team reviews to compare SLA performance and identify where automation or staffing needs adjustment.

Workspace ownership

Each workspace should have one accountable owner and at least one backup admin. Define operational ownership clearly so incidents, billing updates, and policy changes always have a responsible path.