Helpdesk — Teams, routing, macros and ratings

• New tickets can assign themselves. Preference first — whoever dealt with that customer last — then load, so it spreads across whoever is on the roster rather than dealing round in a fixed order. • Teams take work together. Name a group — Billing, Onboarding, Tier 2 — and it gets its own queue in the inbox, its own share of new tickets, and its own escalation path. Moving a ticket to another team is a hand-off rather than a label: somebody on the receiving team picks it up in the same act, unless whoever has it is already one of theirs. • Saved replies and macros. A reply can carry values from the record itself, and a macro can set the status and assign it in the same click. You see the finished text before it sends. • A rating on close. One click, out of five, with an optional comment, and it lands back on the record next to everything else you know about that customer — so satisfaction is reportable alongside the rest of your data rather than in a separate dashboard.