Keep support agents informed with consolidated complaint updates

Support agents miss spreadsheet replies, causing aging tickets and fragmented complaint histories. This sends pendel replies into matching complaint records so agents see consolidated status and follow up quickly.

Overview

Support agents risk SLA breaches and frustrated customers when spreadsheet replies don't propagate to complaint records. This workflow pushes pendel responses into matching tickets and notifies agents, eliminating missed follow-ups and ensuring response times drop dramatically.

Notable Features

Update complaint records from spreadsheet
Route responses to assigned agents
Flag aging tickets for review