Case Management Within the Community
KaseSync simplifies case management by offering a unified platform for easy access to both active and closed cases. The case list page includes filtering and search options, allowing users to navigate cases quickly. Users can view complete history, status updates, and comments on the case detail page, making it easy to track progress.
Case Creation
Users can create support cases directly from the community platform, providing detailed descriptions, attachments, and priority levels. Additionally, they can track case status, receive updates, and interact with support agents without leaving the platform.
Seamless Partner Support
Allows partners to create, view, and comment on cases on behalf of customers, improving visibility and responsiveness. Greater transparency and control are also provided, ensuring efficient case management.
One-Click Case Escalation
Simplify and speed up issue resolution with single-click escalation, automatically updating issue priority and notifying the support team for urgent cases. This ensures faster solutions and improved customer satisfaction.
Bi-Directional Data Sync
Ensures real-time data sync between community and support platforms. Users can create and escalate cases seamlessly from the community, while support reps can respond directly from the support platform. This accelerates case resolution and enhances customer experience.
Smart Case Deflection with Federated Search
Enhance case deflection by providing relevant resources through advanced search before community members escalate their issues. This helps to deflect cases and reduce the support workload.
Automatic Post-to-Case Escalation
Enables automatic escalation of unanswered community member posts to cases after a defined time interval for timely resolution. This eliminates manual case creation and streamlines support workflows.
Efficient CCed Case Management
Allows multiple stakeholders to be CCed on a case, ensuring they receive updates and can contribute to discussions. This prevents duplicate case creation, streamlines communication, and accelerates resolution.
Administrative Control
Easily configure and manage the support portal with full administrative control. Set user access levels, define case escalation rules, and enable or disable features to align with your business needs.
