Support agents forward after-hours emails to intake address
Support agents forward after-hours emails to intake address
Support agents miss after-hours emails, causing SLA breaches and frustrated customers. Forwarding those messages to an external intake and copying on-call staff ensures prompt handoffs and no missed follow-ups.
Overview
After-hours emails create SLA risk and frustrated customers when inquiries sit unaddressed. This workflow forwards messages to your external intake and notifies on-call support, eliminating missed handoffs and driving faster responses. Managers gain clearer audit trails and fewer SLA breaches.
Notable Features
- Forward after-hours emails to intake
- Copy on-call staff for visibility
- Filter internal and external senders