It’s not uncommon for a ticket to stay idle in an inbox for a prolonged period of time simply because the executive didn’t get a timely notification, and hence wasn’t able to get back to it.
This at times could be the difference between winning a customer over and losing one. And, not being logged in is not an excuse.
In an ideal scenario, you should be able to get back to your mail inbox as soon as a ticket is assigned. This is exactly what the architects of a helpdesk software should have in their minds when it is designed – an email ticketing system.
What’s even more incredible is that each and every notification can be prioritized as well as re-scheduled to be worked on later. This enables your executive to get back to their work without carrying the burden of their desks, and at the same time, provide the level of support that your customers deserve.