We’ve all seen or heard about a customer success team that’s just “missing something”. Maybe the agents are a little slow to follow up, or they just can’t seem to get your issue requests in the hands of the right person. Mistakes like this happen for even the best teams, but when it’s a recurring issue it’s time to take some action.

If you have a large support team, it can be difficult to maintain complex workflows. In an ideal world, your team would be able to streamline tickets to the people who know how to handle them best—that way there’s no time wasted juggling different types of tickets.