Make it easier to solve tickets via. Guide
Feature Request Summary:
Making it easier for the end-user to solve their tickets themself would benefit the end-users and customer service teams. Also, it would give a clear insight into if the content on the Help Center is actually helping end users, or if it's just an annoyance before reaching out to customer service.
Currently, we can link to the ticket in the Help Center with e.g. triggers, encouraging end-users to solve their tickets themself if they have already found the answer to their request.
The limitation with this is that the end-user can only solve their own ticket if:
- They log into the help center
- The ticket has been assigned to a team/person
If instead, the link generated in e.g. the trigger is unique to the specific ticket and email address, the end-user should be able to open the ticket in the help center, without logging in, and have the option to manually solve the ticket.
Business impact of limitation or missing feature:
This would be a neat feature and availability from an end-user perspective. In e.g. a retail business, end-users rarely want to log in anywhere, and giving them this option is a good user experience.
Currently, the only way to do this is to ask the end-user to answer the ticket with a specific phrase, that would then be picked up by a trigger to solve the ticket.
This however requires the end-user to be able to write the phrase correctly - and honestly relying on free text as a condition in a trigger always opens the opportunity to not work as intended.
Other necessary information or resources:
This feature request is nice supplement to the Knowledge Capture functionality of rapid resolve
If I follow this request, you're essentially looking for Answer Bot like functionality for customers to solve their own tickets but for links you insert in ticket comments in triggers. Is that correct?
Hey Ryan McGrew
That is exactly what I mean!
Following this procedure, we enable the customer to solve their request without forcing them to click an Answer Bot suggestion.
Please sign in to leave a comment.