Case Split Agent Extension: Know When to Split

Helping Our Experts Resolve Issues Faster

We've been using this app at Videndum for several years, and it has become an invaluable part of our customer support process. One of the biggest benefits is the ability to split a single customer case into multiple cases and assign each one to the appropriate internal expert. Many of our customers contact us with several unrelated issues in the same email, often covering different product brands. Before using this app, those issues had to be managed together, meaning work was often completed sequentially rather than in parallel. Now we can quickly split the original case into individual cases, allocate each one to the relevant product specialist or support team, and have everyone working on the customer's issues simultaneously. This has significantly reduced resolution times and improved the overall customer experience. The ability to separate issues by brand has also transformed our reporting. Each fault can now be tracked, categorised and reported independently, giving us much better visibility into product quality trends and support performance across the business. The app is simple to use, saves our support team a considerable amount of manual administration, and has enabled us to provide a much faster and more efficient service to our customers. It's one of those solutions that quickly becomes indispensable once you've implemented it.