360º Support Desk Automation - Continuing an Ongoing Ticket

With SprintHub, you ensure that a finished service is automatically resumed as soon as the Lead sends a new message. This way, the status will not remain in "Waiting", allowing the agent to continue the service immediately and efficiently.

1. Create an Automation:

• Access your SAC through the “Find Services”. Or just type the name, and the function appears.

• Go to the Automations section.

• Start creation: Click "Create Automation" using the "+" button.

List View

Kambam Mode

1. Configure and Save:

• Enter a Title: Give the automation a descriptive name.

• Set up a Trigger: The trigger used will be “The Lead opens a new service”.

• Configure the Condition: The condition used will be “Does the Lead have a service in SAC?”

But note: without using triggers, it will be necessary to enable condition checks. These checks will occur at varying time intervals, which can range from minutes to hours, depending on the number of automations and leads in your instance.

• Choose the Action: “Start service”

• Configure the Action.

• Describe exactly what the action will do.

• Save the Automation: After configuring, save the automation.

CONCLUSION

Using the service return feature in SprintHub's SAC is a powerful strategy to optimize the customer experience and the team's efficiency. It allows interactions to be resumed smoothly and continuously, reducing wait time and ensuring that no important contact is lost. As a result, your team can provide faster, more personalized, and satisfactory service, strengthening customer relationships and promoting loyalty.