Why having the correct ticket form is important
I've seen this mistake happen way too many times when it comes to customer support. For some reason, it appears as though companies think that by letting a client enter "subject", "description" and "email" is somehow relevant to what the issue actually is... this in turn ends up in a tremendous back and forth with the client, losing valuable time.
So how can you fix this? HAVE THE CORRECT FORM !
By creating a form with ALL relevant questions, you can gather the right information from the client. This will allow the agent to quickly pick up on what's going on, without wasting valuable time, and assess the problem appropriately.
What info should you ask for?
Well, that really depends on your type of business. Think of key points:
- Common types of issues (Feature Requests, Report an Error, Ask a question?)
- Localized-info: Is there a domain name? A company name? A specific environment?
- Technical details: Do you need to know the type of browser or OS?
- For multilingual users: make sure you are catching the correct language!
How can Zendesk help?
Here's a collection of awesome documents to look at!
- Managing multiple ticket forms: https://support.zendesk.com/entries/24460018-Announcing-the-new-ticket-forms-feature
- Managing ticket fields for agents: https://support.zendesk.com/entries/37107217-Managing-Ticket-Fields-for-Agent-Groups
- Use the Zendesk API to link up from your platform: http://developer.zendesk.com/documentation/rest_api/ticket_forms.html
Gathering all the information beforehand will definitely increase response time and solve times! And of course, your customer will be happier. Satisfaction guaranteed!
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A thing to add maybe, but that might possible for some businesses only.
Is to link or provide maybe a tutorial about how to create a ticket.We always have direct contact with our customers, we send a college's of mine out to them so he can show them our software etc... When they eventually go live, he also explains how they can create a ticket and what to provide. Such as browser, URL , type of issue and ofcourse a screenshot or video which always can help in software businesses.
But yes indeed a great form is a great help (if customers fill it in ^_^ )! +1
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In order to avoid the "if customers fill it in" - always make these fields mandatory!
And if you can use the API to capture certain things from your platform, even better ;)
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True but making them mandatory isn't really an option for us.
For example: from experience from out software, we for example ask Browser: ?
Our customers don't know what a browser is. 80%+ mostly uses IE8/9/10.But they don't have a clue what ' Internet explorer ' is and that's our issue. We would just get a phonecall, Hey I can't fill in the ticket form, I don't know what this is... . And then we are not even talking about the browser-version yet :P
But yea I'm going to look into the API that should solve my problem.Then again thinking about it. We have a closed zendesk and only 1 user / organization.( that is allowed to create tickets ) So if somebody experiences an issues it's mostly a forwarded issue. But we are just putting ourselves a bit stuck here.
So we will have to change something there.
It's something I have to talk about with my college's.
Thanks for the Tip!Kind regards
Kristof
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