The CLF settings encompass various key features, including General settings (ticket overdue set-up), Action Template, Actions, Root Causes, Syncronize Temporary, Escalation, Email Settings, and Admin. These settings offer comprehensive control and customization options, allowing users to configure general system preferences, define action templates, manage actions and root causes, synchronize temporary data, set up escalation rules, configure email settings, and administer the CLF system. With these powerful features, users can tailor the CLF settings to align with their unique requirements, ensuring optimal functionality and efficiency in their feedback management process.
In CLF, there is a system for getting the tickets overdue and the system will get in the general settings. The main manager can set the overdue time from the settings. If the manager set 1 day then the ticket will be overdue after 1 day and it will show an alert symbol beside the ticket id in the ticket listing against feedback.
In CLF, the overdue period can be easily changed. The main manager has the capability to set the overdue day from the settings tab and can modify it at any time. Once the designated time passes, the ticket will be marked as overdue. However, tickets that have already become overdue will not be affected by this change.
Action templates in the CLF system offer predefined email formats and guidelines for communicating with customers based on various scenarios or ticket types. These templates streamline the response process, ensuring consistent and professional communication. By using action templates, CLF users can efficiently compose personalized responses, saving time and maintaining a high level of customer satisfaction. Action templates empower users to effectively manage and address customer feedback with ease and effectiveness. User can set a template as default, and also can customize the formats.
In CLF, it is possible to customize by adding Root Causes action for different business purposes, and only the main manager has the ability to create or customize the actions. Other managers can select multiple actions from the root cause tab of the ticket details page if they want and are able to change them as well.
In CLF, it is possible to customize by adding Root Causes and for different business purposes, but only the main manager has the ability to create or customize the Root Causes. Other managers can select multiple root causes from the root cause tab of the ticket details if they want and are able to change them as well.
n the ticketing system, users have visibility of the assignees who are the customer experience (CX) users for all the tickets. They have the option to copy the link, which directs them to the CX user login portal. Upon accessing the portal, users can provide their designated email and password to gain authenticated access. This feature ensures that users can easily connect and collaborate with CX users, facilitating efficient communication and ticket resolution.
To activate auto-escalation, users enable the feature, select feedback and specify the segment. This ensures that tickets meeting the criteria are automatically escalated for prompt resolution, streamlining ticket management and addressing critical issues efficiently.Within CLF, users have the capability to establish multiple rules that operate to escalate based on the level numbers.
Users can enhance customer communication by enabling the action alert feature with a simple click of the checkbox. This empowers them to send timely and personalized email notifications to customers, ensuring effective and proactive engagement throughout the ticket resolution process.Clients have the flexibility to set up their own SMTP server, allowing them to send and receive emails from a dedicated server. To configure this server, clients need to provide the necessary data. By leveraging their own SMTP server, clients can have greater control over their email delivery, ensuring reliability, security, and customization according to their specific requirements. The email content section within the CLF system allows users to customize the email body and subject that will be sent to customers. This feature provides a personalized and professional communication channel, enabling users to craft engaging and impactful email messages tailored to the specific needs of their customers. The signature section in CLF allows users to define and customize their email signature, which will be appended to outgoing emails sent to customers. This feature adds a touch of professionalism and personalization to the communication, allowing users to showcase their brand identity and provide essential contact information. By utilizing the signature feature, users can ensure consistent and impactful email communication that leaves a lasting impression on their customers.
Within the admin page of CLF, users gain access to comprehensive ticket statistics, including the total ticket count. The ticket timeline graph provides a snapshot of ticket data for the past seven days, allowing users to track trends and patterns. Additionally, users have the ability to filter ticket data by month, enabling them to analyze ticket quantity and gain valuable insights into their support operations. These features empower users to make data-driven decisions and optimize their ticket management processes for enhanced efficiency and customer satisfaction.
This feature is available with the following license :