We're trying to build out our customer profile in a better way - so that our agents have more of an insight into the client that they are interacting with, and therefore are able to provide a more specific and informed type of knowledge.
I would like to know how to modify the layout / content of the 'Customer Context' button on the right-hand side of a support ticket. Is this possible? If so, how?
Am I able to utilise API connections to autofill boxes,
e.g. ☑️ Is this client an Admin (pulling this data from our system)
e.g. Free Text Box: What is their job title in *our system*
Below is (a beautifully blurred mess) that explains a little better as to where I want this information to sit (so agents don't need to click away from the ticket to find information on the Contact Button on the top left-hand side.
Thank you in advance for your advice, tips, tricks etc. I'm very happy to jump on a zoom, or if you're in Lisbon, meet for a coffee to discuss!!
Alexander Coburn Davis
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