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Mustafa Saljoki

Joined Feb 07, 2024

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Last activity Feb 08, 2024

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ACTIVITY OVERVIEW

Latest activity by Mustafa Saljoki

Mustafa Saljoki created a post,

Post Feedback - Ticketing system (Support)

Many companies utilize boilerplate responses for handling repetitive questions and queries. These templates often include placeholders such as [PLACEHOLDER] or (XX USD). Unfortunately, there are instances where agents may overlook these placeholders, inadvertently sending incomplete or confusing messages to customers. Consequently, customers may feel frustrated and reach out to the company again for clarification. This not only reflects poorly on the company's customer service but also implies a lack of attention to detail on the part of the agent.

ZenDesk already offers a similar feature for managing attachments, as outlined in their support documentation:

https://support.zendesk.com/hc/en-us/articles/5710417631258-Why-do-I-receive-a-missing-attachment-notification-when-submitting-a-ticket-response

It would greatly benefit us if we could customize this feature with our own list of words to ensure accurate and consistent communication.

Posted Feb 08, 2024 · Mustafa Saljoki

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Mustafa Saljoki commented,

CommentAttachments and CCs

Is there a way to modify this alert and add other words?

As an example, the macro uses a boiler plate which contains [PLACEHOLDER] to enter like a price or something that needs to be filled in manually. If the agent forgets to enter this, an alert similiar to that in the picture pops up and prevents the agent to send the mail to the customer.

I think this would be really helpful and can help ZenDesk users to prevent miscommunication.

View comment · Posted Feb 07, 2024 · Mustafa Saljoki

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