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Michael Stone

BetterCloud is the first unified SaaS management platform, empowering organizations to securely adopt and manage best-in-breed SaaS applications. Every day, thousands of customers rely on BetterCloud to centralize SaaS management, automate workflows and compliance policies, and surface relevant insights across SaaS applications.

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  • Round robin ticket assignment

    By Michael Stone of  BetterCloud and Bill French of  iPad CTO  Overview We worked with Bill French of iPad CTO to develop this Zendesk Round Robin Ticket Assignment application. This application wa...

  • How to Improve Feedback Loops with Automated Peer Reviews

    On the BetterCloud Support team, our mission is to always strive to delight. This experience starts and ends with support and is the reason we constantly look to not only innovate in the support sp...

  • Chat availability Slack bot

    At BetterCloud, we take support seriously. In order to maintain a 99% customer satisfaction score and a 15-second first response time on chat, we need a process in place to make sure things run smo...

  • Set automatic Zendesk ticket creation by department

    Answered

    We use Zopim on two sites. Each site is assigned a different department. One of these departments does not use Zendesk. If possible, we would like to turn off Zendesk ticket auto-creation for this ...

  • Reporting on Wait Time (Served) by agent

    Answered

    At the moment -- you can only report on Wait Time (Served) from the Chat Reports page. We would like to be able to report on this metric by agent rather then based on the whole team.