Сustomer service agents perform a large number of repetitive operations. For example, when a request comes in, agent needs to:

  • select the assignee;
  • set SLA;
  • transfer it to another department;
  • set a priority;
  • change the type of request;
  • add internal note or reply.

EddyDesk has the ability to reduce the time that each operator spends on the filling of information about each incoming request to a couple of seconds in one click.

Macro is a set of actions that the user sets. Macros are used to perform routine actions.

Most operations can be automated globally, but there are still some repetitive tasks that users can set themselves.