Coaches: Do you use Zendesk for Email Coaching?

4 Comentarios

  • Brett - Community Manager
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    Hey Edin,

    Excellent questions! I'm going to get this added to our November Community Roundup to help provide visibility to other users that may have some advice :)

    Additionally, it may be worth setting up separate support addresses for users to generate these coach emails from.

    You can then set up a separate views to help separate these emails from normal support emails.

    Hopefully, others can jump in and offer up some solutions for you as well.

    Cheers!

    1
  • Andrew J
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    Hello Edin,

    You should probably set up a separate email as Brett suggests - this will mean you can trigger unique actions based on the originating email.  I would recommend you set up a custom dropdown with options of Coaching or Support.

    Set this depending on the incoming email, and also your agents/coaches can set this if they start a job.

    Then you can clone all triggers for client communication and make them mutually exclusive (if custom field = coaching etc) and modify the messages to suit.  You cannot modify the overall email template here if you need that, but maybe that might be possible using dynamic content.

    You could use these to create agent views too.

    Clients can log in to your Zendesk (if you have this option available and turned on), and can check their tickets there, review past ones etc.

     

     

    1
  • Edin C.
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    Thank you for the answers.

    "Clients can log in to your Zendesk (if you have this option available and turned on), and can check their tickets there, review past ones etc."

    Can you explain or link to a tutorial on how to do that?

    Thanks,
    Edin

    0
  • Brett - Community Manager
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    Hey Edin,

    Here's an article that will walk you through setting this up: Submitting and tracking requests in the Help Center Customer Portal (Guide Professional and Enterprise)

    Hope this helps!

    0

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