Articles

At some point in your business’s life-cycle the number of open tickets in your support system will be greater than your ability to process them.  So, how do you prioritize tickets to ensure the least damaging impact on your business?  With just a little bit of research we found a few good ideas for you […]

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Introduction Sometimes, tickets contain profanity and other objectionable content – that’s just a fact of life in most support departments.  But, before an agent clicks on the ticket, wouldn’t it be nice to know that if that ticket might have objectionable content?  Knowing this upfront you can easily turn these tickets over to agents who […]

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If your support organization have multiple support agents then being able to work simultaneously and collaborate on tickets is going to be critical to the success of your support operations.  Awesome Support has a number of features that promote collaboration among agents.  We list ten of them below – five are available with the free core […]

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Have you ever wanted to merge one ticket into another because a user submitted duplicate tickets?  Or how about splitting a reply off into a separate ticket because the user decided to start a different topic inside of an existing ticket?  These features and more are part of a new add-on we call the Productivity […]

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There is one simple thing that you can do to reduce the support load on your support agents – something that can probably be done in five minutes on most help-desk plugins or systems. To understand why the suggestion we’re about to give you works you need to understand the behavior of your users.  Many […]

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One of the largest source of knowledge inside your organization is buried in your support department.  The answers to questions posed by your customers represent the collective knowledge base of some of your most experienced troubleshooters.  Yet, there’s a good chance that your customers do not have access to this wealth of information – which […]

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