xMatters has released an official statement and workshops to help customers navigate through COVID-19

Assign a Customer Service Ticket

Quickly let people know they’ve been assigned a ticket.

See the Benefits
Customer highlights and stories

Benefits

Automatically including critical information helps the resolver get up and running on the service ticket immediately. Including comments enables the agent to gain additional nuance and provide a more personalized experienced for the customer.

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Workflow Steps

  • 1

    Detect

    Detect – Monitoring tools discover an issue and bring it to the attention of a person, who sees enough pertinent information to assign it to the right person based on skill set or on-call status.

  • 2

    Assign

    Assigning the service ticket alerts the right person on their preferred device and sends a notification with information that’s critical for understanding the issue.

  • 3

    Triage

    With tools like Slack and MS Teams, your teams can easily exchange information to understand what’s happening and take action in other important systems.

  • 4

    Resolve

    Once everyone involved understands the problem, they can fix it.

  • 5

    Learn

    Use information from past incidents to build new workflows and improve processes.

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Download Your Workflow Diagram Now

Use this workflow map to guide you in building your own Service Ticket Workflow.

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