Snappy

Alerts (Escalation)

Snappy’s alerts and escalation feature ensures timely response to critical support issues by automatically notifying the right personnel when tickets exceed predefined thresholds. It helps prioritize urgent cases and prevents delays through customizable triggers. This structured escalation process enhances accountability, improves service levels, and ensures that no high-priority customer concern goes unnoticed.

Automated Routing

Snappy streamlines ticket handling with automated routing, intelligently directing incoming support requests to the most appropriate agent or team based on pre-set criteria such as topic, urgency, or workload. This reduces response time, improves efficiency, and ensures that issues are handled by the right experts without manual intervention or unnecessary delays.

Customizable Branding

Snappy offers customizable branding features, allowing businesses to tailor the help desk interface with their logos, colors, and messaging. This ensures a consistent brand experience across customer support interactions. From email templates to the support portal, customizable branding enhances professionalism and builds trust by reinforcing organizational identity in every customer touchpoint.

Document Storage

Snappy’s document storage feature enables support teams to upload, manage, and access critical documents such as manuals, troubleshooting guides, or service records. This centralized repository improves team collaboration and speeds up response times by ensuring relevant information is readily available when resolving customer issues, all while maintaining organization and security.

Incident Management

Snappy’s incident management module helps teams efficiently log, categorize, and resolve service disruptions or customer-reported problems. It tracks the full incident lifecycle, from identification to resolution, ensuring accountability and transparency. This feature supports root-cause analysis and timely communication, enabling consistent service delivery and minimizing operational impacts from repeated issues.

Knowledge Base

Snappy includes a robust knowledge base that empowers both customers and agents with self-service access to articles, FAQs, and how-to guides. It reduces ticket volume by enabling users to find answers independently while ensuring agents have a reliable reference. Regular updates and categorization help maintain clarity, accuracy, and relevance across all content.

Known Issue Management

Snappy’s known issue management feature allows support teams to log and communicate recurring issues or product bugs to prevent repetitive inquiries. It provides visibility into ongoing problems and their resolution status, enabling transparent customer updates. This feature helps streamline workflows, reduce duplicate tickets, and enhance customer trust through proactive communication.

Macros (Templated Responses)

Snappy enhances agent productivity with macros—predefined, customizable templated responses for frequently asked questions or common scenarios. Macros reduce repetitive typing, maintain consistency in communication, and ensure faster ticket resolution. Agents can personalize responses as needed while relying on these time-saving tools to improve efficiency and overall customer satisfaction.

Multi-Channel Communication

Snappy supports multi-channel communication, allowing support teams to manage customer interactions across email, chat, social media, and web forms from one centralized platform. This unified approach ensures consistent, timely responses regardless of the communication method used. It helps deliver seamless support experiences while reducing context-switching and improving agent efficiency.

Ticket Management

Snappy’s ticket management system organizes, tracks, and prioritizes customer inquiries from submission to resolution. It enables agents to assign, tag, and update tickets efficiently, ensuring no request falls through the cracks. With built-in status tracking and history logs, Snappy helps teams maintain control over workflows and deliver timely, high-quality support.