Summary of phone tickets
RespondidaExample: 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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Comentario oficial
Hi Andreas,
Thanks for the feedback. We hear ya! We will be looking into improving this area (really) but at this time, it is not on the short term roadmap.
Thanks,
Sean
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