Interactive Emails for the Customer
Good day
I would like to suggest functionality that allows you to add clickable buttons to an email sent to a customer, when the customer clicks on the button it updates the specified ticket fields :
e.g. A customer logs a ticket, an auto response is sent out to confirm the receipt of the ticket. There should be clickable buttons where the customer will confirm whether the query is 4G or 5G related, this will then update a ticket field called “Product” to 4G or 5G based on what the customer clicked.
-
Hi Brandon -
Thanks for the idea. How frequently do you think you would use this, and what impact would it have on your business?
-
Hi Nicole
In my mind this can be used in every implementation. It can be a great way to send tickets generated from emails to the correct group of agents to resolve as quickly as possible.
-
Hi Brandon and Nicole -
We are actually in the process of completing a Zendesk Marketplace app that does exactly what you are looking for - you will be able to add linked buttons inside of your triggered HTML email responses that can take actions on the ticket that you can define, such as setting a field value, solving the ticket, adding a "canned" comment, etc.
I will re-post here when the app has cleared Marketplace approval, I am sure that we will have a trial available so that you can see if it suits your needs.
Thanks!
Dave
Git-Zen
Acenerate LLC -
Hi Brandon and Nicole -
We wanted to let you know that our new Marketplace app "Klick-Zen" has been approved and is now available in the Zendesk marketplace!
Klick-Zen enables you to create actionable Zendesk ticket buttons for your customers to use to take a variety of actions upon a ticket, including the ability to update a custom ticket field.
For more details, please visit the Klick-Zen website:
Thank you!
Please sign in to leave a comment.
4 Comments