Apparently, users have often felt uncomfortable about declining requests because they were uncertain about where a declined request would get routed. That is why Xurrent now displays a message when a request is being declined.
The message indicates the team to which the request will be returned. The account of the team is displayed after the team name when this team is part of another support organization that has its own Xurrent account.
A Letter From Our CEO: What I've Learned, What I Believe, and Where We're Headed Together
When I joined Xurrent as CEO in February, I made a commitment to myself before I made any commitments publicly: I would listen before I led. I would get in front of customers, sit down with our partners, and spend real time with the incredible team that built this platform — before I said a word about where I thought we were going.
Xurrent named a Market Leader in Research In Action’s Vendor Selection Matrix™ for IT & Enterprise Service Management Solutions
Xurrent earns #1 rankings in customer satisfaction, price vs value, and recommendation index in Research In Action's global ITSM/ESM Vendor Selection Matrix report.