Zach Wermich

We’ve launched a new SLA Monitoring Dashboard to give admins real-time visibility into response and resolution compliance. 📉 📊 Dashboard Highlights Live SLA countdown timers per ticket Group ...

Our March 2025 release brings several enhancements to reporting, live chat, and developer tools in Support Cloud. 🚀 🆕 New Features Live Chat Themes: Customize widget color and greeting by URL p...

While Support Cloud is robust and flexible, there are a few known limitations and edge cases. Below is a living list of current platform issues and what to expect. 📋 🚫 Known Issues Ticket merge...

Running into trouble with the Slack integration? This article outlines the most common causes and how to resolve them. 💬 🧪 Common Symptoms Ticket updates not posting to Slack Slack bot not re...

If you're having trouble logging into Support Cloud, this guide will walk you through common problems and how to resolve them quickly. 🔐 🛠 Common Issues Forgot Password: Use the “Forgot Passwor...

Support Cloud’s custom report builder lets you analyze the exact metrics your team needs — from SLA adherence to tag trends and agent performance. 📐 🛠 What You Can Build Time-based trend charts...

Knowing how to interpret Support Cloud metrics helps you understand team efficiency, SLA compliance, and customer satisfaction. Here's a guide to the most commonly used ones. 🧮 📊 Common Ticket Met...

Support Cloud offers a suite of prebuilt dashboards to give your team instant insights without any setup. These dashboards are designed around best-practice KPIs for support organizations. 📊 📈 Das...

Support Cloud integrates with Jira so that support and engineering teams can collaborate across platforms. Create linked issues, sync status, and reduce back-and-forth. 🛠️ 🔗 Key Features Create...

With our Salesforce integration, you can sync customer data between your CRM and Support Cloud to improve agent context and reporting. 🧩 🔑 Key Benefits View Salesforce contact and account info ...