Help Desk

Boost your customer support efficiency with the CX Genie Customer Support Team add-on. Create and manage agent teams, assign tasks seamlessly, and interact with customers as a group.

Main Features:

Comprehensive Team Management

• Create, view, and delete teams.

• Add members to multiple teams from the workspace member list (excluding bot members).

Detailed Team Settings

• View team details, including the creation date.

• Manage categories and subcategories for both chat and ticket interactions.

• Utilize a "Round Robin" algorithm for task assignment.

Category and Subcategory Assignment

• Assign specific categories and subcategories to teams for chat and ticket management.

• Ensure organized and efficient task distribution.

Round Robin Assigning Algorithm

• Automatically assign tickets and chats to agents based on availability and time since the last assignment.

• Explanatory tooltip for understanding the process.

Customizable Assignment Logic

• Configure assignment logic for chat inquiries and support tickets.

• Direct specific categories to designated teams or default teams.

Ticket Management

• Manage ticket notifications and filter tickets by team.

• Assign tickets to team members or other teams.

• Send email notifications to customers when a ticket is replied to, with links to view the ticket.

To get to know how to use this feature, please head to Help Desk .