[In beta] Ticket Binding
Feb 5, 2020 9:28 AM
What is it?
Closing a conversation in the Inbox will now close the associated ticket as well.
Why it matters?
Today, support agents that are handling customer issues from the Inbox have to close a conversation and then navigate to the ticket record to close the ticket. It's repetitive and redundant, especially when you're handling more than 100 issues / day!
This discrepancy between conversation and ticket behavior prevents teams from leveraging the inbox as the central place where they manage customer communication, forcing them to continue straddling both the Inbox and Tickets.
How it works:
When you close a conversation in the Inbox, the associated ticket will also close.
You can request access to this feature by filling out this form: https://forms.gle/4GnTWyqQZFd5AtxTA