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Latest articles
Root Cause Analysis Across Disconnected Ticketing Systems
Root cause analysis is an essential part of making your ticket escalation workflow work. But it needs to be adapted to work across multiple systems. Here’s how.
Change Management: How To Migrate Tools With Losing Escalation Context
A migration is a difficult, expensive process, especially when escalating tickets across systems. Here’s how to prevent potential issues.
How To Design SLA-Aware Escalation Workflows That Actually Work
Your SLAs are tracking well but your customers are more frustrated than ever. The reason? Your reports aren’t capturing what’s really happening. Here’s why.
How to Integrate Asana and Salesforce With Automated 2-Way Updates
Here’s how you can sync Salesforce and Asana easily with a no-code 2-way integration in just minutes flat to align sales and marketing.
Unito’s Guide to Getting Your Ticket Escalation Workflow Right
Ticket escalation ensures that ever issue is handled by the right person. But getting this process right can be challenging. Here’s how it’s done.
How to Build a Support Ticket Workflow (With Templates and Examples)
Your support ticket workflow is the reference point for what needs to happen to every ticket, in every situation. Here’s how to build yours.
Customer Support vs. Customer Service: Why the Distinction Matters in Ticket Escalation
Ticket escalation can be fraught with lost context and other issues. That’s why understanding
Reduce MTTR (Mean Time to Resolution) by Fixing the Human Bottlenecks
Your mean time to resolution can be hampered by bottlenecks that only the right technology can really fix. Here’s how.
Make Customer Service AI Agents Smarter With Unified Cross-Tool Context
AI agents for customer service need context from multiple tools to work just right. Here’s how that’s done.
How to Standardize IT Tickets for Better Escalation
Standardizing AI tickets can create a mountain of administrative work, especially when context is scattered across multiple tools. Here’s what you can do.
AI in Customer Service: Where It Helps and Where It Fails Without Context
AI can significantly streamline customer support, but it needs the right context to do so. When that context exists in other tools though, it’s often lost. Here’s what to do.