Event Engine Features & Benefits

Automatic escalation and notification about high
priority issues

Stay on top of the hot issues by automatically identifying critical problems and assigning them to a higher support level. An alert then lets you know a new issue is on the table.

Automatically create
tickets from e-mails

No need to assign an agent to monitor e-mail for issues. No need to require a technician to copy e-mail information into a ticket. The e-mail is automatically converted to an incident ticket with all the required information and severity already entered. This frees up agents to do something more important—helping your customers get up and running.

Automatically update
customers

Keep your customers apprised of the progress of their open tickets and let them know when the ticket is closed by setting the Event Engine to send e-mails at important junctures. The customer does not have to wonder when their problem will be solved. They will receive an automated email as soon as the issue is resolved

Alerts about increased
activity

Find out fast and react promptly if ticket queues start to back up, if you are about to miss a service level agreement, or if there is unusual customer or problem activity of any kind. Don’t let missed SLAs make a dent in the bottom line and customer satisfaction

Automatic reports via
e-mail

Reports on customer, agent, or incident ticket activity can be sent according to a predetermined schedule or threshold. No need to wait for reports to be issued manually on request.