In support system, the main motive is to respond to the problems and queries which are being raised by the customers. Indeed, that is the only job of a support agent. But In Vembu Helpdesk, there are more things which can be done over the tickets rather than just replying.
ADD A NOTE:
As we all know that Vembu HelpDesk mainly aims at a collaborative approach for handling support. Note is something which is added for the reference of other agents, so that when something is done, it is brought to the notice of all agents who are handling those tickets. Sometimes a note can be added when the requirement mentioned in a ticket need to be discussed with the development team.
By default, notes can be viewed by all members in a group. It can be made private by checking ‘Add as a private note’ option, so that the agent who added the note can only view it.
HelpDesk also allow you to send notes via email. You can either send:
- Only to the owner
- Managers of the group
- Everyone in the group
- Others- custom email address
MERGE YOUR TICKETS
There is an option in Vembu Helpdesk by which you can merge two tickets into one.For example,the same issue may be reported twice or an incident ticket may occur because of the same problem. In such cases, instead of considering them as separate tickets, they can be treated as same ticket. This can be achieved by merging two tickets into a single ticket.
CANNED RESPONSE
A canned response may be added when a ticket query appears to be repetitive, if an agent thinks that the same kind of a query may be raised by some other customer. In such a case the reply can be done with just a few clicks rather than replying again for the same query. An agent after replying to the query may add it as a canned response and it may be used in future.This option is available when you try to reply to a ticket.
To know more about Vembu HelpDesk, please click here.
Got questions? Email us at: vembu-support@vembu.com for answers.
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