When certain customers get impatient, they start submitting multiple emails. This can take a very busy queue and make it grow substantially. So if you're 3 days behind on emails and the inbox says 500, and say 50 of those people send a second follow up, now your inbox is at 550-600 tickets.
It would be great if when a customer submits an email ticket that if they were to submit a second before the first one is closed that it would just go to the same thread. Or at least Zendesk would have a way of highlighting those tickets in the queue or marking them in such a way so we'd know.
Right now it seems that there is only one 3rd party app that's paid that may do some of these things but I rather see this come from Zendesk. It would benefit many companies that are currently seeing record numbers of cases with everyone home and working remotely.
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