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Templates when using "reassign" or "note"
It would be a great time-saver if we could use templates when reassigning or noting a question in the CRMdesk. As the system is now, we can only use them in a reply and when opening a new ticket.

Thanks!
ID
140
Category
Support Desk
Author
Scott Blatt
Date Created
3/19/2007 12:36:08 PM
Date Updated
4/20/2010 7:59:17 AM
Status
Not Planned
Score
60
Promoted By
Jackie KoehlerJeff PhillipsBill Ramalho
Frank GwynneTiffanyScott Blatt
Comments
Slava Shynderov  Staff  4/20/2010 5:48:35 AM
"Response Templates" was implemented in order to streamline typical replies to the customers.
What's the reason to use it for internal notes?
Tiffany 4/20/2010 7:59:17 AM
For typical replies that are used internally. In our case internal users sometimes assign jobs incorrectly or without all the information that the next support tier requires (regardless of the memos sent out to them stating how the process should work). Having templates internally would allow for easy reassign to the first tier support and dispatch users with detail on who certain types of jobs should be directed to or what type of information is required for support escalation.
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