Customer Support Archives

An illustration of two people under a cloud and a warning sound, representing one-way automations and incident response.

Why One-Way Automation Fails in Incident Response

In incident response, productivity drag cause by tool gaps and manual work can have a massive impact on the way you work. One-way automation doesn’t always improve this.

An illustration of a woman watching a stack of servers, representing a guide to root cause analysis.

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.

An illustration of four hands holding a flag, representing a guide to sla-aware ticket escalation workflows.

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.

An illustration of a man and woman going up an escalator, representing a guide to the ticket escalation workflow.

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.

An illustration of a woman throwing a life preserver to a man, representing a support ticket workflow.

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.

An illustration of a man pulling a woman out of a hole, representing the difference between customer support and customer service in ticket escalation.

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

An illustration of a woman with a clipboard standing by an hourglass, representing a guide to reducing mean time to resolution.

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.

An illustration of dark yellow wavy lines on a light yellow background.

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.

An illustration of yellow lines criss-crossed over a lighter yellow background.

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.

An illustration of a woman at a row of laptops, with a speech bubble including charts and graphs, representing ITSM metrics.

12 Ticket Escalation Metrics Every IT Leader Should Track

Ticket escalation metrics IT leaders should track include time to escalate, context loss, bounceback rates, and more. Find them all in this guide.