Before, when a customer made a request, Akash had to drop everything and focus all of his energy on solving the customer issue. With no good way to let a customer know it will be handled later, he had no other choice but to message them as soon as possible. There was also no way of remembering to get back to a conversation, so he had to work the issue immediately. Akash tried marking conversations as unread and paying attention to which channels and threads he opened with hopes of not losing anything. “That’s not a real workflow, that’s a chaotic mess,” he says.Get a workflow
With Agent, Akash doesn’t have to drop everything anymore. He knows Agent created a ticket and already replied to the customer. Because “Messages are being tracked as tickets”, he can triage at a glance and work tickets in order of priority without fear of forgetting about them.