Different support groups can be created based on competences, departments or language. By specifying which support groups each group should be able to delegate to, a delegation chain is established. You can also configure the system so that a ticket ends up directly with a certain support group depending on, for example, the object (ticket type) of the ticket. The improved flow gives you a more flexible ticket handling, which in turn ensures a faster delivery of tickets to those with specific knowledge of the topics – and a more speedily response to the customers.
Apart from support groups and delegating order HD-Advanced offers functions as, for example, SLA and standard tickets. Here you can read more about the plug-in.