Turn the hard conversation into a ticket.
When the agent shouldn't finish an issue, it opens a ticket with the customer, the conversation, and what it already tried.
The agent knows when to hand it over.
It opens a ticket when the conversation needs a person, on the rules you set.
Some people want a human. The agent opens the ticket and says someone will follow up.
On calls and messages
When a request goes beyond what the agent is set up to do, it hands it over instead of guessing.
The agent tells the customer what happens next, so nobody is left wondering.
Billing disputes, refunds, or anything sensitive always go to a person, even if the agent could answer.
- Billing disputes
- Refund requests
- Anything about a medical record
Issues that come in overnight on calls and messages are captured as tickets, ready for your team.
Waiting for your team in the morning, with everything they need.
The next person gets the whole story.
What happened, in a few lines.
Every ticket opens with a summary, so the next person knows the issue before they read a word of the thread.
Start free trialEvery ticket also carries
- The customer
- The channel
- A category
- How urgent it is
Your team takes over from Inbox with the conversation already open.
It lands with the team that handles it.
Billing questions go to accounts, urgent cases to whoever is on call, and the team hears about it where they already work.
Notify the team
Workflows can post to Slack or your connected work tool.
Urgent goes to on call
Set which cases are urgent and who gets them first.
After the conversation
A workflow can also create the ticket once a conversation ends.
Nothing slips after the handoff.
Ally keeps track of what's open, and the answer stays with the customer.
Ask Ally about tickets. Check, update, and work through support tickets in a conversation.
Pending tickets in your briefing. Ally's morning and end-of-day briefings list what's still open.
Reply from Inbox. Your team picks up the conversation with the ticket and the thread already open.
The resolution stays on the customer. The ticket, the messages, and how it ended, for whoever talks to them next.
Choose which agents open tickets.
Turn Smart Tickets on for the agents that should hand off, and leave it off for the rest.
Start free trialIts own switch
Beside booking, forms, and orders.
Per agent
Only the agents you choose open tickets.
Calls and messages
Wherever that agent talks to customers.
Every paid plan
Smart Tickets is included on all of them.
Questions, answered.
Still unsure? Talk to a human.
Still unsure? Talk to a human.
Hand off the hard ones, with the whole story.
Turn on Smart Tickets for one agent. 14 days, no credit card.