Inbox and queue management
Priorities, categories and assignment rules that make urgent or ageing cases easy to identify.
An inbox under control.
A player kept informed.
We manage player emails and ticket queues, from the first reply through to follow-up and resolution. Each case carries its history, priority and next action, so players do not have to explain themselves again.
What we handle
The scope is agreed around your product, tools and operating requirements.
Player replies and follow-ups
Clear answers to account, promotion, payment and verification questions using your approved policies.
Templates and knowledge base
We build the knowledge base and reply templates, then keep them current as your product and policies change. Agents adapt each reply to the case.
Escalation tracking
The checks already completed, the team handling the next step and when the player should hear back.
Backlog reviews
Unresolved and ageing tickets reviewed with clear actions, rather than repeatedly moved between queues.
Public complaint responses
Where included in scope, approved responses to review-site complaints with account details handled privately.
How the work gets done
Triage
Identify the issue, urgency, account history and any promise already made to the player.
Handle or escalate
Complete the available checks, respond where possible or send a documented case to the right team.
Follow through
Track the outstanding action, update the player and leave a clear record before closing or handing over.
The player has emailed twice about the same withdrawal.
Bring the messages into one case, review what was already checked and contact the team holding the next action. Send a useful update and assign the follow-up before the shift ends.
What we keep track of
- First reply and follow-up times
- Backlog size and age
- Reopened tickets and QA findings
Reporting definitions, targets and review frequency are agreed with your team. The report should explain the work and what needs to happen next.
A few details
Before we talk.
Can you take over an existing backlog?
Yes. We review its size, age and complexity first, then agree the work and staffing needed alongside new incoming contacts.
Do you handle public reviews?
Public complaint replies can be included in the agreed scope. We follow your response guidelines, keep personal details private and link the public complaint to the underlying support case.
What happens when a case is waiting on our team?
It remains tracked with the responsible team, required action and next follow-up. Waiting for an internal decision does not mean the player should be left without an update.
You grow the business.
We’ll handle the chats.
Book an introductory call to discuss your casino and the support you need.