Frase

Unified Ticketing and SLAs

Consolidate requests from every channel into a single queue with status, priority, and due dates. SLA policies define response and resolution targets, with business hours and holiday calendars respected per team. Agents see history, contact details, and previous answers in one view, so the next action is clear. Collision detection prevents duplicate replies, while watchers and private notes align teammates during handoffs. Customers get predictable timelines and fewer repeats of the same questions.

Automation and Intelligent Routing

Auto-assign by skills, workload, or keywords; trigger updates and notifications as status changes. Escalations and reminders prevent stalls, and rules apply consistently so users receive reliable outcomes. Tagging, custom fields, and disposition suggestions improve reporting without extra clicks. As patterns emerge, teams refine categories and macros to cut handle time. Managers tune queues from real data instead of guesswork, keeping service levels intact when volume spikes or staff changes.

Knowledge Base and Self-Service

Publish articles, how-tos, and release notes with search and categories that mirror real questions. Embedded widgets suggest answers before a ticket starts, reducing volume and improving satisfaction. Article feedback and search logs highlight gaps worth fixing. Templates ensure tone and format stay consistent across authors. Customers track requests through the portal, and agents link articles in replies, turning resolutions into reusable content that compounds value instead of repeating ad-hoc explanations.

AI and Bots

Freddy AI drafts context-aware replies, summarizes long threads, and proposes next steps. Bots gather details, verify identity, and resolve routine requests before escalation, then pass transcripts and fields to agents for continuity. Suggested actions reduce tab-switching and manual copying. Over time, models learn from accepted answers, raising quality and speed. Admin controls govern data use and access, balancing innovation and privacy requirements for regulated teams handling sensitive information.

Analytics and Collaboration

Dashboards track SLAs, backlog, first-contact resolution, and CSAT by team and channel. Shared views, @mentions, and linked issues keep product and support aligned when bugs or feature gaps drive tickets. Scheduled reports keep stakeholders up to date on trends and capacity needs. Cohorts and filters reveal training opportunities or content to publish. Evidence replaces anecdotes when prioritizing improvements, and teams can prove impact from workflow tweaks or bot coverage.