Preventing Customers replying to ticket notifications
RéponduWe have a closed ticket system with a form accessible to our Admin access level users only.
They login to our software and opt to submit a ticket/view activities.
Issue 1: We have found that rather than logging in to submit a ticket or using the email address to open a new ticket, they go to any old reply in their inbox and press reply for something completely new. We then spend a while splitting the ticket.
Issue 2: Some customers read our response and press reply before engaging with our response. So they don't even login to the platform and look at/perform the steps suggested etc.
So we would like to 'make them' login and find the ticket to send a response. Is there a way to turn off the ability for customers to update a ticket by pressing reply on the email notification? This would mean they would need to login and open ticket to respond.
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Hi Kath,
One approach you may consider is modifying the default trigger that notifies requester and CCs of comment update. Instead of including the comment itself ({{ticket.comments_formatted}}) and prompting users for a reply, you can include a simple notification text and a url to view the update (#{{ticket.id}}).
You can also configure auto replies to redirect users to the preferred channel (your web form). If you try emailing support@zendesk.com you can see how they are transitioning clients to use messaging instead of the legacy email for more efficient support.
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How elegantly simple. Thank you, was totally over thinking it. Will try this.
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Thanks Ahmed Zaid for sharing your suggestion!
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