View and answer every Facebook message or post from Contakti’s universal inbox. It’s like a smarter version of your email inbox. It's all there, accessible and manageable from one place.
Assign and Transfer
Transfer tickets between departments to make sure it's being handled by the correct staff. Assign tickets to a staff or to a team.
Avoid multiple agents responding to the same ticket at the same time! You set the amount of time the lock remains on a ticket. When a ticket is locked, other staff can not respond to the ticket until the lock expires.
Service Level Agreements
SLA Plans allow you to track tickets and due dates without the hassle. Get overdue alerts and notices on missed due dates, and priority escalation. Create an unlimited number of SLA Plans and assign them to help topics, departments or ticket filters.
Whether you need to ask your teammate a question, or leave yourself some information for later, notes are a handy feature that allow you to attach internal comments to your tickets.
Contact to Ticket
Tickets always look the same, regardless of the communication channel, i.e. Chat, E-mail, Voice, Facebook, Feedback Forms, and others. Follow your customer through different channels but always stay in the same type of ticket.