We are a T-Shirt factory in Brazil and we realized that when tickets get more than 4 replies from the same agent, it usually ends on a bad user experience.
The customer relation manager asked the IT to add a "popup" before sending the 5th reply on the same ticket. This popup should ask if the agent had already called the customer. If the answer is "no" the ticket reply should not be saved.
We've created an app to achieve this.
To create an APP you can follow this tutorial: https://help.zendesk.com/hc/en-us/articles/229137267
A problem we had was to find the count of replies the current user had sent on the current ticket. The way we solve it was to count the number of times the link to the current user profile appeared on the page. (Since each reply have a link to the profile :D)
Another requirement was to show the phone number of the customer. In our zendesk the phone number is a ticket field. So that's what we did:
var phone = ticket.customField("custom_field_22641183");
You can see the final output below.
This helped, and the number of tickets with 5+ replies dropped a lot. Our satisfaction rating also improved from an average of 91% in 2015 to 96% in 2016.
This was not the only action we took in 2016 but it definitely helped.
Any thoughts? I appreciate all the feedback!
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