Never miss on-call community reports for support agents

Support agents see community posts go unassigned, risking incident backlogs and SLA breaches. Week-and-time rules assign owner, status, type and product so on-call staff receive routed incidents within minutes.

Overview

Unassigned community reports create SLA risk and frustrate users. This workflow applies week-and-time routing to assign owner, status, type and product so on-call staff always receive correctly routed incidents. The result is dramatically faster response and far fewer unowned community cases.

Notable Features

Route community posts to on-call
Set owner status type and product
Escalate unassigned cases after rules