Changelog

We’re thrilled to announce a powerful addition to ThriveDesk that will take your customer support collaboration to the next level! Say hello to the Mention Feature, designed to streamline teamwork and enhance ticket resolution efficiency.

With the new Mention feature in ThriveDesk, our customer service agents can now seamlessly collaborate and seek assistance from other team members while responding to tickets. It’s as easy as using the “@” symbol followed by the person’s name or username or the whole team(everyone) to get them involved in the conversation. The best part? Whenever someone is mentioned, they’ll receive notification no matter what platform they’re on. 

How will it help?

• Improved Collaboration and Teamwork: Enhances collaboration among customer service agents, enabling them to easily seek assistance or input from other team members. By using “@” mentions, agents can involve specific individuals or the entire team, fostering a more cohesive and interconnected support environment.

• Faster Ticket Resolution: Ticket resolution becomes more efficient as agents can quickly bring relevant team members into the conversation. This streamlines the process of finding solutions to complex or unique customer queries, resulting in faster response times and higher customer satisfaction.

• Real-time Notifications: One of the most significant advantages of this feature is the instant notifications it generates. Whenever a customer service agent is mentioned, they receive notifications via email, push notifications, and web notifications, ensuring that they’re aware of the request or message even if they are not actively using ThriveDesk at that moment. This real-time alert system helps reduce response times and ensures that no critical ticket goes unnoticed.

• Scalable and Adaptable: Whether you have a small customer support team or a large enterprise-level operation, the mention feature is designed to scale with your needs. It remains equally effective and useful, promoting seamless collaboration and efficient communication in all team sizes and structures.

Streamline your customer support with the new priority system. You can prioritize conversations manually or through workflow automation.

With the new priority system, your support agents can easily categorize and organize incoming tickets based on their urgency and importance. Whether you’re dealing with critical issues that require immediate attention or regular inquiries, this feature allows you to efficiently allocate resources where they are needed most.

Set the priority of any conversation from the conversation page by clicking the “more” icon and selecting the desired level. The priority icon will then be clearly visible, enabling quick understanding of ticket importance at a glance

With the inbox page, you can effortlessly identify and attend to high-priority tickets, streamlining your team’s responsiveness to resolve critical customer issues swiftly and efficiently.

Even you can sort ticket based on priority. Prioritizing tasks ensures that urgent matters receive immediate attention, enhancing overall customer support and satisfaction levels.

Priority Automation

Priority seamlessly integrates with workflow automation. This means that specific criteria and rules can be defined to automatically assign priority levels to incoming tickets.

For example, urgent inquiries from VIP clients or issues pertaining to critical services can be automatically flagged as high-priority, ensuring that they receive immediate attention without manual intervention.

Elevate your support game and ensure that no important inquiry goes unnoticed – try out the priority system today and experience the difference it can make for your business.