I would like to support a customer by the community forum and not only via a private ticket. Private ticket is visible only from customer and agent.
I'd like the customer to post his question in the community forum so not only the agent, but also other customers or the moderators (= really happy customers) could help him, even when our agents are not online!
This could be possible via ZD, but there's one important thing missing: a dashboard that permits agents to monitor community activities.
At the moment is not possibile for an Agent to have a sort of a dashboard where he can simply read a list of the community activities, ie new topics or posts added.
Agents/customers can follow a discussion and get a notification email for new activities, but this could not be a solution for an agent because he will have to manage too many posts/tickets (so emails!).
In a word: ticket and post/topic should be managed in the same way. The solution to convert topics/posts to tickets doesn't work. Other users could need the same answer.
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