Canned Responses in Helpdesks
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@scottalanmiller said in Canned Responses in Helpdesks:
@aidan_walsh said in Canned Responses in Helpdesks:
Are you referring to canned responses where a help desk responder is choosing from a list, or automated responses?
Ah, good point. Choosing from a list was the idea.
Yeah, having a human in the loop makes all the difference. I was adding "Automated" to "Canned Responses in Helpdesks" in my head, silly me.
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@IRJ said in Canned Responses in Helpdesks:
I setup canned responses for a local pool service on OSticket. Their customers loving getting an email notification everytime their pool is serviced.
There isn't too many variants when doing pool cleaning. I believe we made about 10 different responses.
Is this a response or more of a "notification?"
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@scottalanmiller said in Canned Responses in Helpdesks:
@IRJ said in Canned Responses in Helpdesks:
I setup canned responses for a local pool service on OSticket. Their customers loving getting an email notification everytime their pool is serviced.
There isn't too many variants when doing pool cleaning. I believe we made about 10 different responses.
Is this a response or more of a "notification?"
More of a notification, but the canned response piece of the helpdesk is used.
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The owner creates all the tickets for service each day in the morning. The pool employees use an app on their smartphones.The pool service employee chooses the response from the list based on the work performed and updates the ticket on site. The customer instantly gets a notification.
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@IRJ said in Canned Responses in Helpdesks:
The owner creates all the tickets for service each day in the morning. The pool employees use an app on their smartphones.The pool service employee chooses the response from the list based on the work performed and updates the ticket on site. The customer instantly gets a notification.
Do you mean pool like swimming?
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@scottalanmiller said in Canned Responses in Helpdesks:
@IRJ said in Canned Responses in Helpdesks:
The owner creates all the tickets for service each day in the morning. The pool employees use an app on their smartphones.The pool service employee chooses the response from the list based on the work performed and updates the ticket on site. The customer instantly gets a notification.
Do you mean pool like swimming?
yes
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No pool support, not a support pool.
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@scottalanmiller said in Canned Responses in Helpdesks:
No pool support, not a support pool.
lol. OSticket does integrate quite well with service oriented businesses though.
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We use them just to acknowledge we received their ticket and inform them of next steps etc.
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So generic responses like
"Your ticket has been received and is being looked into" I see as perfectly fine.
Responses where a client emails in and asked for information regarding an ongoing project or for assistance, and then the assistance is a boiler-plate email template like the above. Is a big no no.
There has to be a human touch of:
"Hi Dan, please see the below steps on how to complete that process"
- boiler-plate text to resolve issue.
Otherwise it's just impersonal and makes the customer wonder if what you offer is actually valuable.
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Our "Canned" responses all require modification before we send them along, so they're not really "canned" but used more as a template. I like this idea. I don't care for the typical one or two line canned response type stuff.
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@dafyre said in Canned Responses in Helpdesks:
Our "Canned" responses all require modification before we send them along, so they're not really "canned" but used more as a template. I like this idea. I don't care for the typical one or two line canned response type stuff.
More like shrink wrapped
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Templates are used for the most generic of tasks.
Like how to setup Exchange emails on an iPhone. A personalised top and tail and then step by step instructions throughout.
Anything not 100% repeatable is custom.
