I want to be able to create templates of tickets (forms) with predefined Subjects and Descriptions that an agent can use from the dashboard while on the phone with a customer.
The agent creates a ticket and chooses a template for common incidents, change request etc with all the information filled in.
For example with a Subject: OUTLOOK: Mailbox full, or HARDWARE: Keyboard broken
The Description field contains all the information prefilled with a call script or information that has to be asked for 2nd or 3rd line support.
The biggest amount of tickets are frequently used tickets and can be standardized. Selecting a predefined ticket as an agent with a pre filled Subject and Description would save huge amounts of typing en enables you to insert the information for an agent to follow within that ticket.
It also gives you a quick overview of what tickets are open. Administering is done in similar ways by multiple agents etc.
For me it is a big limitation you cannot create forms and the Subject and Description fields are not editable in any way.
Is this an option, can you please create it?
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