Support desk
6 articles
- How the support desk handles a conversation, start to finishThe support agent reads each new customer message, answers what its sources can prove and hands the rest to the person who owns the topic.
- Let the support desk send replies on its ownChoose which ticket categories the desk may answer without a person, how confident it must be, and how the fact check guards each reply.
- Why a reply did not go out on its ownWhen the support desk holds a reply for a person, the card names the rule that held it. This article lists the reasons and what to change.
- Hand-offs to a person and remindersWhen the support desk cannot or may not answer, it hands the conversation to the topic's owner and keeps reminding until a person decides.
- Ticket categories and lanesThe support desk files every ticket under one of your own categories, and each category's lane decides what happens to it.
- Help center proposals: keeping your articles trueOnce a week an agent compares your help center with what changed in the product and proposes edits and new articles for a person to approve.