Example: Customer service calls customer from an existing ticket. The customer does not accept the call and calls back 30 seconds later. This creates a second ticket.
After the call, customer service has to merge the two existing tickets.
Basically, if this is technically possible, I would like Zendesk to check existing tickets for calls from known numbers and offer them to the person who answers the call. I am sure there should be a solution. Even if it might not be the same as my suggestion.
Alternatively a trigger which can summarize phone tickets within a certain time automatically.
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