As we deploy new features and capabilities on Distributely, the New Breed product team will update this article.
Ticket routing now available, opening Distributely up for customer support teams.8/31/2022
Distributely's core routing capabilities have expanded to HubSpot object types beyond Leads, including Companies, Deals and support Tickets. With automated Ticket routing, customer support leaders and administrators can apply the same customizable rules — like weighted round robin and capacity-based routing — to incoming support Tickets, ensuring that customer inquiries are resolved by the right support rep at the right time and helping to drive customer delight and retention.
To use Ticket routing in Distributely, admins can create 'Ticket Teams' alongside their 'Contact Teams' on the Teams page, effectively siloing Sales and Support automation while enabling easy set-up for those responsible for managing operations for both departments. This feature is available across all subscription tiers of Distributely and represents an expansion of the app's ability to drive revenue across the customer lifecycle.
In-app rep scheduling now live in Distributely
6/05/2022
Distributely now allows administrators to set user time zones and hourly availability for each rep, as well as 'pause' distributions for reps who are away from work. With this feature set, sales and support managers can:
- Select a time zone for each user and adjust their daily availability accordingly
- Quickly pause and restart routing for reps who are out of work, without adjusting any other automation
- Set working days and hours for each user in Distributely to ensure no leads and tickets go unanswered
- Easily configure routing for hybrid and distributed teams
To use in-app scheduling in Distributely, administrators can visit the Users page to pause and restart routing, and drill down into each user to adjust their time zone and recurring hourly availability.
Distributely is a Certified App in the HubSpot App Marketplace
Distributely is a Certified App in the HubSpot marketplace, reflecting its ability to meet HubSpot’s stringent requirements for security, privacy, reliability, performance, usability, accessibility, and value. This certification is given to a small minority of apps in the HubSpot App Marketplace and represents New Breed's commitment to delivering solutions reliable enough to support and drive the business-critical outcomes that growing companies depend on each day.
