If you are doing support, you know about the importance of ticket assignment and clear ownership. But how do you do ticket assignment or any type of ownership in Slack?
In talking to Michelle, she says before Foqal, the only thing they could do was hope that whoever answered the customer first continues to monitor the thread and continue to respond. But with agents going on holidays or weekends, things could easily fall through the cracks. This was a problem that resulted in requests being escalated to Codefresh leadership.
By Implementing Foqal Agent, ownership became obvious. Agents can assign tickets to themselves, to others, or transfer ownership if needed. They can see all the tickets assigned to them, those unassigned, and those that are completed. By implementing Foqal Agent, Codefresh was able to prevent all customer driven escalations.
In summarizing his experience Anthony said:
"Being able to assign a Slack thread to someone ensures that customer issues that previously fell through the cracks have a greater degree of observability, ownership, and traceability. We have a method of following up on it. Its harder to forget about when there is a ticket opened and someone owns that ticket."