Yes, tussom offers a very flexible way to define stages, approvals and tasks along with Assigned Teams and Support Engineers. The approvals there help to define it for Reporting Manager or Reporting HOD OR for any Approver group OR for Department Head of the Teams.

One can define when tasks should be automatically generated and assigned to specific Teams and mention its dependency on other tasks. One also has an option to provide Criteria post which the workflow will traverse to next Stage.

Yes, using tussom Template, one can define a new form and add new Custom fields. One can also define whether the fields should be Read Only or Read/Write and visible/hidden to Support Engineers/End Users.

One can also restrict the Templates to be displayed only to certain teams or customers. The names of the templates will be displayed while creating respective tickets.

At the moment, tussom Buddy helps Support Engineers to notify if their assigned ticket is getting associated with any attachments by others. It also tries to improve the productivity by suggesting relevant Knowledge Base records based on Category or Summary of the ticket. Further use cases can be considered or added. Contact Support@tussom.com if you need to have more use cases added.

Indeed. tussom offers facility to make video calls and use whiteboards that can be used to explain between different users or in a group. It also offers a facility to collaborate updating document for multiple users at the same time.

Yes, tussom helps to make audio calls between Support Engineer and end user. It also helps Support Engineer to check if other Support Engineer is online and make an audio call to him.

It is also possible to have group calls.

Absolutely, tussom chatbot offers a configurable feature to respond with different types of content based on keywords. One can configure simple response or HTML page or HTML page with section tag or take you to search page on internet or display a video clip. This helps to configure your responses based on business requirements and what helps the end user better.

Yes, every chat conversation is saved and can be viewed by end users by clicking on the profile picture at the top right hand corner menu and then selecting 'My Chat Conversations'. The chats with different Support Agents will be shown.

Also, after the chat window is closed, it prompts to check if the ticket needs to be created, updated or an email needs to be sent with the chat conversation. Based on option selected, the appropriate action takes place.

Indeed. tussom provides Database Monitoring. Click on Monitoring->Database Monitoring. The second graph (MySQL Queries) will display MySQL queries per second. Similarly, the third graph (MySQL Connections) helps in understanding MySQL connections per second.

One can find the bits received and sent by navigating to Monitoring->Server Monitoring. The Network Utilization graph displays bits received and sent. One can also download speed and response time in Web Monitoring graph.

One can get the details of network inbound packets discarded and with errors in Server Monitoring along with CPU Temperature. Click on Monitoring->Server Monitoring to launch the monitoring screen with graphs. The Network Utilization graph provides information about inbound packets while CPU Temperature can be found in Server Availability graph.